Advice on cancelling Virgin Media, amongst other issues

[Turkey Machine]

Since I've moved out of my accomodation, I tried once to cancel Virgin Media. I was told my last bill would be the middle of August, and that's that. However that supposed last bill has around £28 of VOD and music charges added to the normal bill, which I am totally unwilling to pay for out of my own pocket.

I'm unsure as to where I stand with VM, as I requested middle of July to cancel my contract with them and not move my services to the house I'm in. As said, I was told by the agent who sorted it out for me that I'd have my last bill in August and that's it. I will be ringing them up again to work out what's going on, but it appears that tenants have moved into the accomodation and are leeching the services I apparantly pay for for all it's worth and then some. Virgin can also look back on all the bills up to July and not see a single VOD charge, so either some git's nicked the VBox, or more likely I have a major problem on my hands.

I understand my obligation to pay the bill, but does anybody have any advice what to do about the extra charges, since I haven't used the services and I don't know what to do about it.

My first thought was to ring the landlord Monday morning and see what's going on with regard to the property. If he can remove the VBox, I'll request he does. What happens from there I haven't a clue.

Can somebody on this forum check me out as to whether I have actually cancelled my services with VM please?


Just what I needed - a bloody great bill and half of it's not my usage.

[BenMcr]

You should have taken the equipment (STB/BB Modem) with you if no collection had been arranged. If Virgin don't get them back you are going to be charged to replace them

In regards to events ordered after you left, if you can prove that you had moved before the events were charged than I'm sure Virgin would look at refunding them

[Turkey Machine]

Originally Posted by BenMcr

You should have taken the equipment (STB/BB Modem) with you if no collection had been arranged. If Virgin don't get them back you are going to be charged to replace them

In regards to events ordered after you left, if you can prove that you had moved before the events were charged than I'm sure Virgin would look at refunding them

No collection was arranged, nothing about collection of equipment was mentioned to me last time I rang them. The ball is back in VM's court.

Thanks for the 2nd paragraph, that's made me a smidge more confident about the charges.

[BenMcr]

Originally Posted by Turkey Machine

No collection was arranged, nothing about collection of equipment was mentioned to me last time I rang them. The ball is back in VM's court.

Sorry it's still in yours

http://allyours.virginmedia.com/html...ble/terms.html

Section E2

You are responsible for making sure that our equipment is safe and used properly at all times. To do this, you agree to do the following:

1. Follow the manufacturer's instructions and any other instructions we have given you;
2. Keep the equipment under your control (for example, you may not sell it, lend it or hire it out to anyone else, put it up as security for a loan or mortgage, or allow it to be seized under any legal process against you).

Section E4

If we or you end these agreements, or you decide to disconnect from some of our services, you must return our equipment to us (or let us collect it from you if we choose to do this). You must return equipment or make it available for collection in a reasonable condition, allowing for fair wear and tear. If you fail to return or make available the equipment for collection for any reason, we are entitled to charge you for the replacement cost of the equipment. If we hold any money we may use that money towards the cost of the equipment

[Turkey Machine]

Originally Posted by BenMcr

Sorry it's still in yours

http://allyours.virginmedia.com/html...ble/terms.html

Section E2

You are responsible for making sure that our equipment is safe and used properly at all times. To do this, you agree to do the following:

1. Follow the manufacturer's instructions and any other instructions we have given you;
2. Keep the equipment under your control (for example, you may not sell it, lend it or hire it out to anyone else, put it up as security for a loan or mortgage, or allow it to be seized under any legal process against you).

Section E4

If we or you end these agreements, or you decide to disconnect from some of our services, you must return our equipment to us (or let us collect it from you if we choose to do this). You must return equipment or make it available for collection in a reasonable condition, allowing for fair wear and tear. If you fail to return or make available the equipment for collection for any reason, we are entitled to charge you for the replacement cost of the equipment. If we hold any money we may use that money towards the cost of the equipment

And those were last edited when?

[BenMcr]

Last time those sections were updated? February 2007 when VM launched and everyone got sent the new terms

[Turkey Machine]

Originally Posted by BenMcr

Last time those sections were updated? February 2007 when VM launched and everyone got sent the new terms

Thank you, that's what I needed to know. If they'd updated it since my contract was signed, those terms would be null and void.

But you already know that.

[BenMcr]

Originally Posted by Turkey Machine

those terms would be null and void.

No they wouldn't.

Virgin may update the T&Cs at any time, or completely replace them if they so wish.

If they do so you then have 30 days from being notified of the update to cancel the services if the updates are a material change.

Section H2

Virgin Media Ltd and/or Virgin Media Entertainment and/or Virgin Media Payments may at any time improve, modify, amend or alter the terms of these agreements and/or the services and their content if:

1. there is any change or amendment to any law or regulation which applies to Virgin Media Ltd, Virgin Media Entertainment or Virgin Media Payments or the services provided to you;
2. Virgin Media Ltd and/or Virgin Media Entertainment decide that the services should be altered for reasons of quality of service or otherwise for the benefit of customers or, in Virgin Media Ltd's and/or Virgin Media Entertainment's reasonable opinion, it is necessary to do so;
3. for security, technical or operational reasons;
4. the Virgin TV or premium television service programming or content provided by any relevant programme and service providers is altered;
5. we and /or Virgin Media Entertainment decide to offer certain programmes as Pay-Per-View or programmes on demand;
6. if the changes or additions are minor and do not affect you significantly or we and/or Virgin Media Entertainment wish to have all our customers on the same terms and conditions; or
7. in all other events, where we and/or Virgin Media Entertainment reasonably determine that any modification to the relevant system or change in trading, operating or business practices or policies is necessary to maintain or improve the services provided to you.

However, you will have the right to cancel the affected services or end these agreements if the changes are significant, as described in paragraph J5.

[Turkey Machine]

That last paragraph is the get-out clause.

spiderplant has offered to look at getting the box's VOD stopped. I guess a call to VM Monday lunchtime is on the cards.

[Turkey Machine]

It's sorted, fingers crossed.

[Turkey Machine]

Oops, I think they got the bill wrong. Been charged twice for my partial month's service (£16.67 twice), plus the new VOD charges that were ordered between the previous bill and the box getting cancelled.