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

Originally Posted by WHISTLED

Wrong as!

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

I cancelled while still in a new 12 month contract less than 2 months ago, no fee's, nada.


But i wont put up with being charged for something not being my fault...

[BenMcr]

Originally Posted by TraxData

I cancelled while still in a new 12 month contract less than 2 months ago, no fee's, nada.


But i wont put up with being charged for something not being my fault...

But it certainly isn't Virgin Media's fault that you took out a new 12 month contract and then moved while still in it.

If you have have had those fees waived then good for you, but it is not Company policy, and it is unlikely that it will happen again

If, after the disconnection fees have been applied, you want to dispute it, you are more than welcome to do so, but again it is highly unlikely that they will be reversed

[dilli-theclaw]

Well I just called and it looks like I'll be moving to the virgin adsl service when I move.

[MovedGoalPosts]

I can't see how Virgin Can legally charge the entire amount unused.

Firstly there is the unfair provisions in consumer contracts. This to me seems quite biased in favour of the company.

If a charge is allowed, where is the reasonable level of that charge - just as everyone is complaining about bank charges being unfair , i.e. no the actual cost, but a penalty, so the VM charge should reflect the actual losses in cancellation of the contract, not the total amount. In other words, what is the loss of profit, unused pay off proportion of the install, maybe a small admin fee, and perhaps any nominal amount VM are forced to pay out in carriage fees for TV servces (only if those are charged on a 12 month basis by the TV co).

Finally, its always been the case that you can upgrade / downgrade most of the services / packages you take on a monthly basis. Unless that policy has been changed, then a total cancellation of all packages, should only be chargeable at a rate no greater that the minimum level of services possible.

[BenMcr]

Originally Posted by Rob

I can't see how Virgin Can legally charge the entire amount unused.

Firstly there is the unfair provisions in consumer contracts. This to me seems quite biased in favour of the company.

If a charge is allowed, where is the reasonable level of that charge - just as everyone is complaining about bank charges being unfair , i.e. no the actual cost, but a penalty, so the VM charge should reflect the actual losses in cancellation of the contract, not the total amount. In other words, what is the loss of profit, unused pay off proportion of the install, maybe a small admin fee, and perhaps any nominal amount VM are forced to pay out in carriage fees for TV servces (only if those are charged on a 12 month basis by the TV co).

Finally, its always been the case that you can upgrade / downgrade most of the services / packages you take on a monthly basis. Unless that policy has been changed, then a total cancellation of all packages, should only be chargeable at a rate no greater that the minimum level of services possible.

The Early Disconnection fee is calculated at £10 per service per month unless that service costs less that £10 per month.

So if you had the VIP bundle, you would be charged £30 per month, rather than £85, to until the end of the contract.

If you are on the £15.50 Phone and BB M offer, you would only be charge £15.50 per month to the end.

[Kellargh]

It's an unfair world, I don't believe that it is fair to charge someone when virgin cannot cover a hell of a lot of areas in the UK anyway...but unluckily, it is in their terms and conditions. Sods law they always get their ass covered!

[BenMcr]

Originally Posted by Kellargh

It's an unfair world, I don't believe that it is fair to charge someone when virgin cannot cover a hell of a lot of areas in the UK anyway...but unluckily, it is in their terms and conditions. Sods law they always get their ass covered!

Virgin CAN cover the whole of the UK, just not with the same services. This is the whole point.

Just as the LLU providers such as TalkTalk, Sky, AOL etc don't cover the whole of the UK with the same services (and make you pay up to disconnect if you are in minimum term and don't want to transfer services)

[dilli-theclaw]

Originally Posted by BenMcr

So if you had the VIP bundle, you would be charged £30 per month, rather than £85, to until the end of the contract.

MMMmmm I guess I should call them again then because this is not what I got told on the phone this morning.

They told me I would have to pay my full £65 a month.

Edit - Anyway i'll be getting my up to 8mb - unlimited land line calls and a free wireless kit for £19.99 a month so that'll do me.

They did try to get me to pay £40 for a freeview box which I thought was a bit odd.

[Kellargh]

Well no, they cannot cover all areas. For example, Mumbles (Swansea) is not covered by cable, and if you try to get their freeview service thats apparently 'available' to offnet, they then turn around and say you cant get that either!

[BenMcr]

Well if anyone really wants a Freeview box from Virgin they can get one HERE (Just click enter shop, you don't need to log in), but that wouldn't count as a service anyway for what we are talking about.

As long you do what Jefferson_T has done, i.e. take Virgin ADSL Broadband, you will not be charged any EDF

[nffc]

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, you choosing to move house isn't your fault?

Originally Posted by nffc

What, you choosing to move house isn't your fault?

You know sometimes people have to move house because the company has moved to another part of the country and they have to move so as to keep their job.Sometimes people have to move because they have a family tragedy and cannot afford to continue living in the same house or the council/housing association have found them a home after years of being on the waiting list.People split up as well and this usually means someone has to move home...

Penalising folk because of situations beyond their control hardly seems fair and it certainly does not smack of good customer relations.

[nffc]

Originally Posted by Incognitas

You know sometimes people have to move house because the company has moved to another part of the country and they have to move so as to keep their job.Sometimes people have to move because they have a family tragedy and cannot afford to continue living in the same house or the council/housing association have found them a home after years of being on the waiting list.People split up as well and this usually means someone has to move home...

Penalising folk because of situations beyond their control hardly seems fair and it certainly does not smack of good customer relations.

I agree - but more to the point, it definitely isn't VM's fault.

A customer signs and agrees to a 12 month minimum term contract for a service. The minimum term just means if you do need to cancel before the term is up you have to pay the remainder of the 12 months. If they let some people off for circumstances which aren't within your control then why not let someone off when they just choose to move?

Or are we suggesting people don't read the terms or sign (an indication of agreeing) without agreeing to them?

I'm all for people righting wrongs where the company they are with is at fault, but I don't see the point here, when ordering VM a client agrees to a 12 month minimum contract and not honouring that is a tort, so they are allowed to get compensation for the remainder of the term. It is illegal for that to be charged as a penalty so they just reclaim the charges they are entitled to because the customer failed to honour the deal.

Plus there is, as has been said, always ADSL.

Originally Posted by nffc

I agree - but more to the point, it definitely isn't VM's fault.

A customer signs and agrees to a 12 month minimum term contract for a service. The minimum term just means if you do need to cancel before the term is up you have to pay the remainder of the 12 months. If they let some people off for circumstances which aren't within your control then why not let someone off when they just choose to move?

Or are we suggesting people don't read the terms or sign (an indication of agreeing) without agreeing to them?

I'm all for people righting wrongs where the company they are with is at fault, but I don't see the point here, when ordering VM a client agrees to a 12 month minimum contract and not honouring that is a tort, so they are allowed to get compensation for the remainder of the term. It is illegal for that to be charged as a penalty so they just reclaim the charges they are entitled to because the customer failed to honour the deal.

Plus there is, as has been said, always ADSL.

Well let's hope this never happens to you..and you are happy paying out for 6 months of a contract if it does.

[nffc]

Originally Posted by Incognitas

Well let's hope this never happens to you..and you are happy paying out for 6 months of a contract if it does.

If I agreed to a 12 month minimum term then I would expect to pay the remainder of the term.

If you're asking for anything to be waived you're relying on the company's goodwill refunding you. They may well do it as a customer service / goodwill gesture, and probably should, but they don't have to.

How about if VM decide they don't want to supply you again and just kick the contract for no reason with no notice?