Virgin media

[SUTT]

Dave Rave I am in the process of moving house and wanted to take my virgin media with me. I was informed that there was'nt any virgin services on the street (A49 main arterial rd into Warrington!) and because of this I would be charged an £80.00 dis-connection fee. There was no compassion, no understanding no compromise, I was reminded that this is stated in their T&Cs, however, what Virgin DO NOT make you aware of when you sign up, is that they only cover 57% of the Country, so this is obviously an on going problem. I could also tell by the attitude of the many customer service advisors I dealt with that this was a problem that they were aware of and have dealt with many times. I am going to make a formal complaint but hold out little hope its just a classic case of profits first, customer second. So, buyer beware! I am so incensed that I have decided to take up the gauntlet, as a matter of fact I'm not going to stop screaming until I either get satisfaction or through friends colleagues and forums I lose them at least 100 times what they have STOLEN from me. What really gauls me is I have always been an admirer of Richard Branson and his entrepreneurial spirit, but certainly not when it comes at my expense.

[Mr K]

Unfair clause that many have run into. Not the customer's fault that VM can't provide a service at the new address. You could argue that is VM that are breaking the contract by being unable to provide the service. They should review this practice as it causes bad feeling/publicity.

[BenMcr]

Virgin Media can't ever guarantee forward transfer, and don't ever do so. Even if the area you move to is serviceable, there could be many reasons why the property itself isn't (wayleave / construction issues etc)

This is on every page on the sales website and similar wording is on all information Virgin Media send out:

Service availability: SERVICES AVAILABLE IN VIRGIN MEDIA CABLED STREETS ONLY. Subject to survey, capacity and credit check, minimum term contract applies, check basket for details. If you cancel during the minimum contract period you will incur an early disconnection fee.

[Mr K]

Originally Posted by BenMcr

Virgin Media can't ever guarantee forward transfer, and don't ever do so. Even if the area you move to is serviceable, there could be many reasons why the property itself isn't (wayleave / construction issues etc)

This is on every page on the sales website and similar wording is on all information Virgin Media send out:

Doesn't exactly spell out that it you move house to a non-cabled are we'll clobber you ! Moving house isn't cancelling. Anybody remotely thinking of moving should think carefully before signing up to VM, or entering a new contract.

[nomadking]

Moving house isn't exactly keeping on with the contract is it?

[Kymmy]

Originally Posted by nomadking

Moving house isn't exactly keeping on with the contract is it?

Yep.. You contract for a minimum of 18 months service at such an address, if you then move it's you causing the issue and not VM

[Mr K]

I don't think many people's thought when moving house is 'no can't do as I'm still in contract with VM !'. It would be in VMs interest to keep on good terms as there's always the chance of their custom in future; it might also put potential customers off if they think there's any chance they'll move.

[spiderplant]

Originally Posted by Mr K

Doesn't exactly spell out that it you move house to a non-cabled are we'll clobber you !

No, but the Ts&Cs do:
"If you move to another address during any minimum period paragraph M9 [early disconnect fee] will apply, unless you continue to receive our services at your new address"

Originally Posted by Mr K

It would be in VMs interest to keep on good terms as there's always the chance of their custom in future

OTOH the customer might keep doing it.

Each install costs VM hundreds of pounds. The minimum contract period goes some way to recouping that cost.

[tweedle]

Is this went to court Virginmedia would lose, I had a similar (ish) problem with BT.

I had BT phone and broadband an due to a price rise on the line rental I was able to cancel the phone line. Now with BT you can't have broadband without a Phoneline. BT tried to charge me for broadband I could not receive due to me not having a phoneline.

I told them I will keep the broadband and pay but I am not reinstating the phoneline, they insisted they could not supply the broadband without a phoneline and as my broadband was under contract I had to pay.

Long story short ultimately BT also cancelled the Broadband with no cancellation fees. Just make it clear to Virginmedia you're happy to pay and maybe even make a few payments. But they need to start providing the service you are paying for.

Don't cancel just change your address, if VIRGINMEDIA, cannot provide you a service let THEM cancel. If they can't set up an account at your new address they will need to find a solution, not you. Do not ring to cancel , ring to change address. The rest is up to Virginmeda, citizens advice were brilliant for me. Go pay them a visit, and trading standards.

---------- Post added at 08:17 ---------- Previous post was at 08:13 ----------

Originally Posted by spiderplant

Each install costs VM hundreds of pounds. The minimum contract period goes some way to recouping that cost.

Hundreds of pounds? To turn up plug in a modem do speed test then go?

[BenMcr]

Originally Posted by tweedle

Do not ring to cancel , ring to change address. The rest is up to Virginmeda

You can't do it any other way, unless you don't tell Virgin Media the correct circumstances.

There is dedicated team within Virgin Media that deal with all house moves, including moving abroad or moving to a property that cannot have Virgin Media.

They will process the move and as part of that cancel the services.

[tweedle]

Originally Posted by BenMcr

You can't do it any other way, unless you don't tell Virgin Media the correct circumstances.

There is dedicated team within Virgin Media that deal with all house moves, including moving abroad or moving to a property that cannot have Virgin Media.

They will process the move and as part of that cancel the services.

Well if Virginmedia cancel his service that's not his problem. No way will be have to pay if he is prepared to take it as far as is needed. VM won't go to court because they know they will probably lose. Then they lose any chance of getting anyone to ever pay off a contract when moving out of a VM area. In this case VM rely on customer ignorance.

Just like in over subscribed areas where Virginmedia cannot provide speeds quoted yet miss-sell to customers everyday. If anyone ever went as far as court (which VM would never let get that far) then VM would be screwed.

An as far as "you can't do it any other way" you mean Virginmedia can't do it any other way. That's not the customers issue, that's something Virginmedia need to deal with. An if needed Virginmedia may need to look at updating their systems. All a customer needs to do is ring to notify Virginmedia of a change of address. If Virginmedia cannot provision services at the customers new address then Virginmedia must either cancel the customers services or find another solution. Someone needs to go as far as court!

[Mr K]

Originally Posted by spiderplant

OTOH the customer might keep doing it.

Each install costs VM hundreds of pounds. The minimum contract period goes some way to recouping that cost.

Really? Moving house just to get out of a VM contract seems a bit extreme and an expensive way of doing it.

I've been a customer for 20 years, but like most have renegotiate a new contract now and again. They are hardly missing out on installation fees if I move somewhere and they can't provide the service. T&C's are up to VM of course, but I can't see how it's attracts customers or be good for business. As it currently stands, it leaves customers feeling trapped or conned by the small print.

[jb66]

If they did allow folk to leave penalty free we would see people pretending to move to a non serviceable area to get out of contracts when the promo period is over.

[spiderplant]

Originally Posted by tweedle

Hundreds of pounds? To turn up plug in a modem do speed test then go?

Yes. That's one of the simpler cases, but you still have to pay for the man, the van, the modem, plus the back-office staff that update the systems. If the property hasn't been previously cabled, or the customer wants TV, the costs can be a lot higher.

[Ignitionnet]

OP - your call on how much you think your time is worth.

Branson doesn't run and has never owned VM, though.