Virgin.net cancellation

Chris W · 31-01-2006, 22:37

I was with virgin previously- chose them because of the 1month contract as i knew i would only be in the house for 6 months. Cancelled with no problems.

As i tried to get ntl at the new house i didn't migrate virgin, but on their advice signed up again at the new address. I am now moving again so need to cancel after 6 months. The 1 month contract still exists but virgin "reserve the right to charge a ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£50 cancellation charge within the first 12 months".

I rang to cancel and was told i would be charged ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£50... i tried for a while to get them to agree not to charge me, but in the end gave up, and asked in what cirurmstances do they not charge, to be told "only when you have been with us 12 months". So the "we reserve the right" actually means "we will". Nice marketing virgin. To top it all off, the women that i spoke to in retentions was bloody rude! if she's on commission she must be earning the square root of bugger all and deservedly so!

so

to virgin and their 1 month contracts!

Minbu · 31-01-2006, 22:52

ISP's (like other companies) need to remember that there are plenty of competitors out there. If they gave more effort looking after the customers they've got, they wouldn't need to keep chasing new ones!

andygrif · 01-02-2006, 01:33

Quote:

Originally Posted by Chris W

I rang to cancel and was told i would be charged ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£50... i tried for a while to get them to agree not to charge me, but in the end gave up, and asked in what cirurmstances do they not charge, to be told "only when you have been with us 12 months". So the "we reserve the right" actually means "we will". Nice marketing virgin. To top it all off, the women that i spoke to in retentions was bloody rude! if she's on commission she must be earning the square root of bugger all and deservedly so!

so

to virgin and their 1 month contracts!

Given the fact that Virgin.net is operated by NTL, I guess we shouldn't be surprised.

Neil · 01-02-2006, 10:31

Quote:

Originally Posted by Chris W

I was with virgin previously- chose them because of the 1month contract as i knew i would only be in the house for 6 months. Cancelled with no problems.

As i tried to get ntl at the new house i didn't migrate virgin, but on their advice signed up again at the new address. I am now moving again so need to cancel after 6 months. The 1 month contract still exists but virgin "reserve the right to charge a £50 cancellation charge within the first 12 months".

I rang to cancel and was told i would be charged £50... i tried for a while to get them to agree not to charge me, but in the end gave up, and asked in what cirurmstances do they not charge, to be told "only when you have been with us 12 months". So the "we reserve the right" actually means "we will". Nice marketing virgin. To top it all off, the women that i spoke to in retentions was bloody rude! if she's on commission she must be earning the square root of bugger all and deservedly so!

so

to virgin and their 1 month contracts!

Are you saying you didn't read the small print, or that they actually told you that you wouldn't be charged the £50.00?

**Chris** · 01-02-2006, 10:43

I went with them because I was on dial-up with Virgin already, so moving to ADSL was a simple account upgrade, there was no line activation charge and a free modem. I saw the 'reserve the right' clause and TBH I took it to mean 'we will charge you', but as I am not planning to move ISP for the forseeable, it didn't bother me.

Is it possible ADSL was already activated on the line at your previous house, meaning they did not incur activation charges, but they have done this time and are trying to recoup them?

Chris W · 02-02-2006, 18:51

I was told that if i reached the 12months (evening with a house move in the middle) then i wouldn't be charged- this is what i have done, however as i agreed to a new contract when i moved, i've apparently fallen for the classic sales/ cs BS.

It was a new line at the old house, so can't have had adsl on, it may have been active at this house though but i couldn't honestly tell you!

Ah well, i don't have any choice but pay so i will and i'll just moan about it

Ignition · 08-02-2006, 15:17

I gloat in your general direction and hope it'll teach you for staying with ntl. You had the opportunity to try all sorts of wonderful new ISPs, the world was your oyster, but nope you went with the rebadged ntl service.

No sympathy at all

Chris W · 08-02-2006, 20:32

ntl install in my new flat on 20th feb

me = sucker for punishment