Moved house, can't get Virgin, but they won't let me terminate contact

grow · 19-06-2008, 10:44

Apologies if this is the wrong forum to post in, I really didn't know where else to turn.

I've just moved house and the new place is a non cable area. So Virgin can't supply me with Internet or Cable TV.

My problem is that they won't let me leave my contract and want me to pay for a service I simply can not get from them.

My only choice is to get freeview and the internet from another supplier via the phone line but I can't afford to pay for something from Virgin I can't get.

How on earth can I leave them and terminate my contract due to them not being able to supply me with any service.

HELP PLEASE!!!!!!!

Richy99 · 19-06-2008, 10:50

how long into a contract were you with them before you moved?

grow · 19-06-2008, 11:28

I was 9 months into my 12 month contract.

However......

Because the customer service rep said we could only get the non cable service we got signed up to that. But I didn't realise that it started a fresh 12 month contract, rather than changing the one I already had.

Its a nightmare.

v0id · 19-06-2008, 12:06

You should have 30 days to cancel the new contract if you're not satisified, however you may still have to pay the 3 months of the old contract

BenMcr · 19-06-2008, 13:44

I'm a bit confused. In you first post you said

Quote:

My only choice is to get freeview and the internet from another supplier via the phone line but I can't afford to pay for something from Virgin I can't get.

Which means as you are not continuing with Virgin Services you would be charge an for disconnecting your cable contract early

However you then say this

Quote:

Because the customer service rep said we could only get the non cable service we got signed up to that. But I didn't realise that it started a fresh 12 month contract, rather than changing the one I already had.

Which means that you would be refunded any Early Disconnection fee from your cable contract as you are keeping Virgin Services

ezzie_uk · 22-06-2008, 17:25

Quote:

Originally Posted by BenMcr

I'm a bit confused. In you first post you said

Which means as you are not continuing with Virgin Services you would be charge an for disconnecting your cable contract early

However you then say this

Which means that you would be refunded any Early Disconnection fee from your cable contract as you are keeping Virgin Services

Yes, thats right. You will be charged for ending your cable contract as you have moved out, but as long as you take up beyond cable (Virgin.net) at your new address the cancellation charge is then nullified.
Just call cable customer services and give them your beyond cable account number

22-06-2008, 20:02

Quote:

Originally Posted by grow

Apologies if this is the wrong forum to post in, I really didn't know where else to turn.

I've just moved house and the new place is a non cable area. So Virgin can't supply me with Internet or Cable TV.

My problem is that they won't let me leave my contract and want me to pay for a service I simply can not get from them.

My only choice is to get freeview and the internet from another supplier via the phone line but I can't afford to pay for something from Virgin I can't get.

How on earth can I leave them and terminate my contract due to them not being able to supply me with any service.

HELP PLEASE!!!!!!!

If they cannot provide you service in your new house then just tell them and ask to speak to a manager, you do not have to pay the cancellation charge if the outcome is not your fault.

WHISTLED · 22-06-2008, 20:11

Quote:

If they cannot provide you service in your new house then just tell them and ask to speak to a manager, you do not have to pay the cancellation charge if the outcome is not your fault.

Erm yes you do - Your contract is 12 months. If you move your contract is still 12 months.

**Maggy** · 22-06-2008, 21:19

Quote:

Originally Posted by WHISTLED

Erm yes you do - Your contract is 12 months. If you move your contract is still 12 months.

I'm fairly sure that VM would use their power of discretion IF the moving customer can provide proof of the move.

chickendippers · 22-06-2008, 21:20

You have to pay the penalty for cancelling your contract within the minimum term, this is standard in the internet and telecommunications industries. If they can service your new address then, as a courtesy they will waive the early termination fee in exchange for taking up the new contract.

22-06-2008, 21:30

Quote:

Originally Posted by WHISTLED

Erm yes you do - Your contract is 12 months. If you move your contract is still 12 months.

Incorrect, IF you are moving to an area where they cannot provide you with a service (you signed up for cable, adsl is a new contract, different matter)

You can cancel without being charged for the remainder of the contract.

I've done it before, as have others, if CS wont let you then you speak to a manager, simple as.

BenMcr · 22-06-2008, 21:38

Quote:

Originally Posted by TraxData

Incorrect, IF you are moving to an area where they cannot provide you with a service (you signed up for cable, adsl is a new contract, different matter)

You can cancel without being charged for the remainder of the contract.

I've done it before, as have others, if CS wont let you then you speak to a manager, simple as.

That has not applied since at least Feb 2007 when it became Virgin Media, so anyone currently under contract cannot do that. Now the ONLY exception if you move to a non-serviceable property and don't take services is if you do so within 28 days of the first ever install date (as Virgin's own money back guarantee would apply)

This also written into the Virgin Terms under section K2

Quote:

If you move to another address during any minimum period paragraph J2 will apply, unless you continue to receive our services at your new address (in which case paragraph K3 will apply).

and J2 says

Quote:

If you end this agreement before the end of the minimum period for any of the services (other than in the circumstances outlined in section K or paragraph J3), you must immediately pay (to Virgin Media Payments) the balance of the line rental (if this applies) or the monthly charges (or both) that you would have paid for the rest of the minimum period for each separate service (based on the line rental and monthly charges that you are paying when your agreement ends).

A Manager will not be able to override this as it is Virgin Media Policy. Simple as.

dilli-theclaw · 22-06-2008, 21:46

Well my new place can only offer me virgin.net stuff so I'm hoping to transfer to that. Going to call them tomorro and see what they are going to chage me to do that (from my current package)

Hope it's not too much.

colin-bennett · 22-06-2008, 22:42

Quote:

Originally Posted by TraxData

If they cannot provide you service in your new house then just tell them and ask to speak to a manager, you do not have to pay the cancellation charge if the outcome is not your fault.

What planet you on >??????////

WHISTLED · 22-06-2008, 22:45

Quote:

Incorrect, IF you are moving to an area where they cannot provide you with a service (you signed up for cable, adsl is a new contract, different matter)

You can cancel without being charged for the remainder of the contract.

I've done it before, as have others, if CS wont let you then you speak to a manager, simple as.

Wrong as!

As Ben said - Early discon fees do and will apply, an area of the business im more than familiar with thanks.