jpsartre
18-04-2012, 14:47
I'm (potentially) involved in a dispute with Virgin Media over the closure of my broadband account and would like a bit of technical advice. Basically, I decided to switch to a different provider in late January. My new (and current) ISP got in touch with Virgin Media to arrange the switch-over shortly after which I recieved an email from Virgin with the subject "Virgin Media Broadband Cancellation" and which contained the following message:
"We wanted to let you know that your Migrations Authority Code (MAC) has been processed by your new broadband service provider and your Virgin Media Broadband account will be cancelled on the 20-02-2012."
Problem is while my internet connection indeed was cut on the morning of February 20, my account wasn't really cancelled. I only found out about this yesterday (April 17) and Virgin insists that I pay all outstanding bills up until that day, despite the fact that I have received no services from them since February 20. I asked the CSR why my account hadn't been cancelled when the email I received clearly stated that it would be (on February 20). At first he said that it was because I continued to receive my phone-services from Virgin. After I pointed out that my phone services were provided by BT and had been for years he said it was because I didn't call them to cancel the account.
Anyway, my question is whether or not the processing of my MAC code by my new ISP should be enough (in normal circumstances at least) to ensure the cancellation of my account? I suspect there was a screw-up on Virgin's part and that my account was inadvertently left open after February 20, in which case I find it more than a bit unfair that they want me to pay for the months of March and April. What do you think? To my mind, the email I received isn't really open to interpretation with regards to the closure of my account but maybe I'm missing something so I wanted to find out more about the technicalities involved in obtaining and using a MAC code to transfer services. Any help or advice is much appreciated.
"We wanted to let you know that your Migrations Authority Code (MAC) has been processed by your new broadband service provider and your Virgin Media Broadband account will be cancelled on the 20-02-2012."
Problem is while my internet connection indeed was cut on the morning of February 20, my account wasn't really cancelled. I only found out about this yesterday (April 17) and Virgin insists that I pay all outstanding bills up until that day, despite the fact that I have received no services from them since February 20. I asked the CSR why my account hadn't been cancelled when the email I received clearly stated that it would be (on February 20). At first he said that it was because I continued to receive my phone-services from Virgin. After I pointed out that my phone services were provided by BT and had been for years he said it was because I didn't call them to cancel the account.
Anyway, my question is whether or not the processing of my MAC code by my new ISP should be enough (in normal circumstances at least) to ensure the cancellation of my account? I suspect there was a screw-up on Virgin's part and that my account was inadvertently left open after February 20, in which case I find it more than a bit unfair that they want me to pay for the months of March and April. What do you think? To my mind, the email I received isn't really open to interpretation with regards to the closure of my account but maybe I'm missing something so I wanted to find out more about the technicalities involved in obtaining and using a MAC code to transfer services. Any help or advice is much appreciated.