Cancel Cable Virgin contract due to moving to non cable area - HotUKDeals
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Cancel Cable Virgin contract due to moving to non cable area

mysterious girl Avatar
9y, 3h agoPosted 9 years, 3 hours ago
Hi,

I need some advise here.

I am in a contract with Virgin from April this year. I have internet, phone, tv.

This is a rented house, I am hopefully moving to my own new house, but this is in a non cable area.


I checked and they cant provide the same cable package I have in my new house.

I have called to cancel and they say I have to pay early disconnection fees.



My question is... if they cant move my package ( wouldnt mind continuing with them really), is it fair that they still charge for early finishing ??



I mean logistically we cant continue together, so why is it that we get the same penalty of a person that just changed their mind and want to cancel anyway...


I feel they would be more oin breach of contract than I am...


Do I have a foot to stand in here ??


They said to put all in writing as they have adivised on phone and that will not change... you think , our written letter will be to any avail?


we are facing more than £ 90 fees.


Hope you can throw some light on this :)
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mysterious girl Avatar
9y, 3h agoPosted 9 years, 3 hours ago
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#1
Let me first say that I hate virgin on many levels, typically there billing and customer service as its the worst ive EVER experienced. In their defence you did sign up to a 12 month contract, yes I know your moving but you still signed up for it. But in saying that I do know someone who did exactly the same thing as you and didnt have to pay them anything, this was early on in the year.

I'd try ringing again, I find with virgin that a lot of their staff dont know what to do half the time and they make it up as they go along, and what they say on the phone isnt worth jack anyway. You'll get one person saying one thing, and then another saying something completely different. What ever they do say you need in writing or record the phone call, as anything verbal with virgin disappears in my experience, and trust me ive been through the mill with them a fair few times.

Sorry I cant give you any definate answers, I just hope you get something sorted.

Good luck.
#2
When I was with NTL I remember being told there would be no cancellation fee if you moved and they couldn't provide the service (as it was their issue).

But reading the Virgin T&C they don't seem to answer the question fully, unless someone else can pick it out:

http://allyours.virginmedia.com/html/legal/oncable/terms.html

Section J,K and L.

I would certainly argue the case though.

Good luck.
banned#3
If you don't win just move your package across they'll give you freeview??? instead and you'll have to set up a BT line at £10.50 per month (online billing). They'll also try to lock you in to another 12 month contract, I had all three with NTL I can't remember if my broadband was still within that 12 month contract as I had renewed it. Depending on how long you've been with them 2+yrs ask them to show mercy and waive the fees.
#4
Richierea
When I was with NTL I remember being told there would be no cancellation fee if you moved and they couldn't provide the service (as it was their issue).

But reading the Virgin T&C they don't seem to answer the question fully, unless someone else can pick it out:

http://allyours.virginmedia.com/html/legal/oncable/terms.html

Section J,K and L.

I would certainly argue the case though.

Good luck.


I agree with you, I should argue it...
The customer service on phone have been so inflexible though, even when I asked to be passed to a superior.

They just said it was not their fault I was moving from the address where the 12 month contract is attached to !!!

They certainly sell you, " if you move , we sort it out, to get you for 1 year !!!

I just feel so upset becasue it is beyond my control, that the area i move to is non cable...

I just dont think I should be downgraded to freeview ( we were thinking of upgrading to V+ before buying this place ) just becasue they cant provide cable there but they still want me grabbed by the t..ts for another year just to avoid penalty fees !!!

They are the big fish, not me, I just dont comprehend how they can act like this. After this, even if they came with cable in the future in that area, I would never come back to them...

Anyway, as you said, it is not clearly outlined in the TCs...

We didnt sign any contract though, just the installation form for the guys who came home, but I think they use that as a contract.

I wished I had a lawyer friend, just to get it out of my systemmmm !!!

Anyway, thanks for the reply :)
#5
lumoruk
If you don't win just move your package across they'll give you freeview??? instead and you'll have to set up a BT line at £10.50 per month (online billing). They'll also try to lock you in to another 12 month contract, I had all three with NTL I can't remember if my broadband was still within that 12 month contract as I had renewed it. Depending on how long you've been with them 2+yrs ask them to show mercy and waive the fees.


Yes I know they can do a freeview bundle but we really dont want to be tied again for 12 months.

I think it is unethical they want to punish me with the same cancellation policy for someone that just want to cancel for the sake of it. In my case, my moving will not make it possible, it is a little bit different as it is out of my control unfortunately, no matter if I am satisfied with their service or not...

Anyway, just ranting, I dont know if there is much i can do about this,unfortunately...

Thanks for the reply :)
#6
Try ringing them as if you want to join up with them and ask what happens if you move to a non cabled area in the next 12 months, could be interesting to see what they say.....
banned#7
mysterious girl
Yes I know they can do a freeview bundle but we really dont want to be tied again for 12 months.

I think it is unethical they want to punish me with the same cancellation policy for someone that just want to cancel for the sake of it. In my case, my moving will not make it possible, it is a little bit different as it is out of my control unfortunately, no matter if I am satisfied with their service or not...

Anyway, just ranting, I dont know if there is much i can do about this,unfortunately...

Thanks for the reply :)


I was joking about the freeview thing, it's a rubbish offer just like my Sky Broadband connect...it's actually BT broadband with a Sky name ;-)
#8
1) there are exclusions to 12mth contract
2) ring them back and demand to speak to a senior , make a little fuss, the more you fuss the more they will take note.
3) Tell them its THERE fault for not providing the service in the area and had they done so you would stay with them.

Is the cancelation fee 70quid? or the months left on your contract?

Honestly now, ring them back and dont give up till you speak to senior who IS the ones to make decisons.
Good luck :)
#9
Why not ring & tell them that you love the service, and ask how much it will be to install in your new house. When they check & find they can't, they might be more sympathetic.
#10
I've answered this question for you in detail using my own experience in this post yesterday:

http://www.hotukdeals.com/forums/showthread.php?t=121789

I was released from my contract with no penalty, in a nutshell.
#11
Tell them its THERE fault for not providing the service in the area and had they done so you would stay with them.

it is not really THEIR fault though. They are willing to continue to provide service at the location you signed up to.

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