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  • FIRST POST
    • love2learn
    • By love2learn 17th Jun 17, 1:55 PM
    • 159Posts
    • 8Thanks
    love2learn
    Dispute With Virgin Media
    • #1
    • 17th Jun 17, 1:55 PM
    Dispute With Virgin Media 17th Jun 17 at 1:55 PM
    Hi,

    Just want opinions on this. I have TV, Broadband and Phone with Virgin Media. I was in a contract initially for 18 months, this contract has came to an end and I've been told I'm now on a 30 day rolling contract.

    I wanted to cancel the phone (don't use it) and the TV (Only watch Freeview) and to keep the broadband.

    I asked them to leave the broadband on the 30 day rolling contract and cancel the tv and phone. The reason for this is I have my house on the market and if we sell it I could be moving to an area with no Virgin Media.

    They now tell me that if I cancel the TV and Phone, I will need to take a new 12 month contract for the Broadband. I said this can't be right, it's not treating customers fairly. I'm happy to keep the broadband and pay for it on the 30 day rolling contract.

    But they're having none of it. I even asked them to show me in the terms and conditions where is says If I remove services I have to then start a new contract on the remaining service.

    I can't see anywhere where it says this. I checked Section K of their terms and conditions and can see no legal wording stating I have to take a new 12 month contract just for removing 2 of the 3 services I currently receive. The guy on the phone said he checked to 2 different managers and this is the case, even when I asked him to prove it with the terms and conditions he said this is the case even though there is no wording for it.

    The only wording is for adding additional services, I'm not adding an additional service, I already have the service and have completed an 18 month contract.

    http://www.virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services.html#agreement

    This means they are giving me an ultimatum. Either cancel everything, or keep the broadband I already have and be forced into a new 12 month contract, when I may be moving house (if the house sells)

    The best of it is the actually offer broadband only on a 30 day rolling contract on their website. But say they can't give me this.

    Regards

    Chris

Page 2
    • love2learn
    • By love2learn 17th Jun 17, 4:59 PM
    • 159 Posts
    • 8 Thanks
    love2learn
    Also it's not home insurance I'd be claiming on. It's the separate legal cover policy I paid extra to take out.

    I'm not even sure I want the hassle for what might be only a few months paying for something I'm not using. Depends on their response. If they annoy me enough I will.

    • glentoran99
    • By glentoran99 17th Jun 17, 5:01 PM
    • 4,588 Posts
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    glentoran99
    as a matter of interest how much are you paying now? because the cheapeast 30 day broadband deal is dearer than a package
    • mije1983
    • By mije1983 17th Jun 17, 5:08 PM
    • 2,552 Posts
    • 18,330 Thanks
    mije1983
    There is no law that states businesses must treat customers 'fairly' apart from the protected characteristics. How could that possibly be enforced?

    As an example, some people pay full price for Sky, others get 75% off. Is that legal? Yes. Is that fair? No, but neither is life!

    As you say, is the hassle even worth it? Moving house is more than enough to keep you occupied!
    Last edited by mije1983; 17-06-2017 at 5:13 PM.

    • love2learn
    • By love2learn 17th Jun 17, 5:42 PM
    • 159 Posts
    • 8 Thanks
    love2learn
    as a matter of interest how much are you paying now? because the cheapeast 30 day broadband deal is dearer than a package
    Originally posted by glentoran99
    £56.47 a month, I could drop to £32.25 a month for Broadband only. Saving £24.22 a month.

    As I said, my house is on the market. Taking a full package is of no use to me, not least that I only watch freeview channels or streaming services and never use the phone line.

    • love2learn
    • By love2learn 17th Jun 17, 5:43 PM
    • 159 Posts
    • 8 Thanks
    love2learn
    There is no law that states businesses must treat customers 'fairly' apart from the protected characteristics. How could that possibly be enforced?

    As an example, some people pay full price for Sky, others get 75% off. Is that legal? Yes. Is that fair? No, but neither is life!

    As you say, is the hassle even worth it? Moving house is more than enough to keep you occupied!
    Originally posted by mije1983
    It's not about costs, it's about giving me no other choice but to enter into a 12 month contract given my circumstances just because I want to remove a couple of services, I think it's wrong. And if no one ever challenges them on it, they'll continue to do it.

    I agree with you that it might not be worth the hassle persuing it all the way, but when somethings not right I can get like a dog with a bone.

    I beat Sky with their nonsense before. When I moved to this house, 3 months beforehand I asked sky as a rough estimate how much it would cost to cancel my contract early. I said I was willing to pay the remainder of the term in one go. They said £150 something. I said fine, I'll call and pay it when I move.

    The new house has no BT line, only virgin media. It's a new build. I called Sky they then said you can't cancel your services during the mininum term if we can provide it at a new address.

    I said I don;t want holes drilled in the render of the new house to put a dish up. I'm willing to pay the remainder of the term in one big payment etc.

    They still said, nope you need to take it with you.... again that's sticking with the forcing narrative.

    I said ok, show me either a signed or verbally recorded contract of me renewing a new contract. They couldn't find it so let me go, waved the £150 odds I was willing to pay, and gave me £50 in Tesco vouchers for the 26 phone calls I had to make.

    Honestly there's a reason these companies get a bad name for hassle when you want to cancel.

    Netflix etc is obviously screwing their happiness so they're playing hardball now.
    Last edited by love2learn; 17-06-2017 at 5:49 PM.

    • mac.d
    • By mac.d 17th Jun 17, 5:50 PM
    • 457 Posts
    • 369 Thanks
    mac.d
    I've completed an 18 month contract, paid every bill on time. And now when I want to remove parts of their service that I literally don't use, they say the only way I can do that is to take a new 12 month contract.

    It's not the amount of money, it's the principal. I'm not asking to change the broadband, only remove to services I don't use.
    Originally posted by love2learn
    The fact is you are requesting a change to the services provided in your contract, which automatically puts you on a new contract. This is common with most telecom/broadband suppliers and isn't them being unfair. Its immaterial that you are "just removing services", you are making a change to your contract with them.

    If you don't want to a new contract, don't change anything, and continue on the rolling contract which you can leave at any time (but still need to give them notice).

    You'll need to look at the cost of continuing as you are versus the cost of taking the broadband only option and potential fees for ending that contract early.

    What is unfair is them telling you the 30-day broadband is only available for new customers, but that would just make me determined to not use them as a supplier and look elsewhere.
    • love2learn
    • By love2learn 17th Jun 17, 5:58 PM
    • 159 Posts
    • 8 Thanks
    love2learn
    The fact is you are requesting a change to the services provided in your contract, which automatically puts you on a new contract. This is common with most telecom/broadband suppliers and isn't them being unfair. Its immaterial that you are "just removing services", you are making a change to your contract with them.

    If you don't want to a new contract, don't change anything, and continue on the rolling contract which you can leave at any time (but still need to give them notice).

    You'll need to look at the cost of continuing as you are versus the cost of taking the broadband only option and potential fees for ending that contract early.

    What is unfair is them telling you the 30-day broadband is only available for new customers, but that would just make me determined to not use them as a supplier and look elsewhere.
    Originally posted by mac.d
    My gripe is not about their choice to do this or that. It's that they don't state this in their terms and conditions to allow me to make an informed decision before taking the contract out.

    In their terms it says if you add any additional services you are then subject to the minimum term, which is fine, common sense and no one would argue with that.

    But there's nothing saying if you remove part of your package then you need to take a new 12 month contract on the part you want to keep even though you already have it and have finished a contract.

    This is obviously them playing hardball as a lot of people will remove both the phone and tv for the same reasons I'm trying to.

    There's zero cost to them just to let me carry on as normal. I've already allowed them to break even and make a profit by completing a contract... now they want me on another contract even though I'm taking nothing new out.

    No way that's right. And yeah I agree, double standards... giving new customers 30 day rolling contracts and not an existing customer that only wants to remove services they don't use.

    If I wasn't selling my house, I'd have cancelled the whole lot for sure. They're at it.

    • Moneyineptitude
    • By Moneyineptitude 17th Jun 17, 6:13 PM
    • 19,293 Posts
    • 9,398 Thanks
    Moneyineptitude
    Also it's not home insurance I'd be claiming on. It's the separate legal cover policy I paid extra to take out.
    Originally posted by love2learn
    The legal cover you've "paid extra" for won't cover you for the kind of vexatious litigation you are proposing.
    Any such court action would be given short shift.

    Perhaps you could end up taking the providers of your home insurance to court too?
    • littleboo
    • By littleboo 17th Jun 17, 7:16 PM
    • 530 Posts
    • 238 Thanks
    littleboo
    If you have a contract for 3 services and then you decide you just want one, you are effectively ceasing the contract for the 3 services and starting a new contract for one. It makes no difference if you are in the initial 18 month term or the 30 day rolling term.
    • love2learn
    • By love2learn 17th Jun 17, 7:32 PM
    • 159 Posts
    • 8 Thanks
    love2learn
    If you have a contract for 3 services and then you decide you just want one, you are effectively ceasing the contract for the 3 services and starting a new contract for one. It makes no difference if you are in the initial 18 month term or the 30 day rolling term.
    Originally posted by littleboo
    Then the terms and conditions should say that. They don't. And new customers can have a 30 day rolling contract for broadband only, existing customers can't.

    • littleboo
    • By littleboo 17th Jun 17, 8:32 PM
    • 530 Posts
    • 238 Thanks
    littleboo
    Then the terms and conditions should say that. They don't. And new customers can have a 30 day rolling contract for broadband only, existing customers can't.
    Originally posted by love2learn
    Then cancel all services and re-contract for broadband only on a 30 day rolling contract
    • Moneyineptitude
    • By Moneyineptitude 17th Jun 17, 9:08 PM
    • 19,293 Posts
    • 9,398 Thanks
    Moneyineptitude
    Then cancel all services and re-contract for broadband only on a 30 day rolling contract
    Originally posted by littleboo
    He'd have to leave (and be without services) for several months to be considered a "new" customer
    • glentoran99
    • By glentoran99 18th Jun 17, 9:03 AM
    • 4,588 Posts
    • 3,588 Thanks
    glentoran99
    He'd have to leave (and be without services) for several months to be considered a "new" customer
    Originally posted by Moneyineptitude


    My current contract with virgin is for "new customers"


    My email address ends in ntlworld.com which should give you an idea how "new" I am
    • Moneyineptitude
    • By Moneyineptitude 18th Jun 17, 12:36 PM
    • 19,293 Posts
    • 9,398 Thanks
    Moneyineptitude
    My current contract with virgin is for "new customers"
    Originally posted by glentoran99
    I'm assuming you were able to negotiate this as part of a retention deal? I'm guessing as well that you also accepted a new 12 month minimum term?

    Both of these appear to be beyond the scope of the OP.
    • glentoran99
    • By glentoran99 19th Jun 17, 11:00 AM
    • 4,588 Posts
    • 3,588 Thanks
    glentoran99
    I'm assuming you were able to negotiate this as part of a retention deal? I'm guessing as well that you also accepted a new 12 month minimum term?

    Both of these appear to be beyond the scope of the OP.
    Originally posted by Moneyineptitude
    Pretty much, Not actually sure on a new term cant remember it being mentioned, but they can do whatever they want if you are polite with them, If a 30 day contract is available the advisor could activate it if they want, Given the tone of this post though I can see why they just said no
    • Moneyineptitude
    • By Moneyineptitude 19th Jun 17, 7:03 PM
    • 19,293 Posts
    • 9,398 Thanks
    Moneyineptitude
    Given the tone of this post though I can see why they just said no
    Originally posted by glentoran99
    My thoughts too. Sounds like the Op went in threatening them with legal action from the off.
    • phillw
    • By phillw 21st Jun 17, 9:44 AM
    • 811 Posts
    • 407 Thanks
    phillw
    but they can do whatever they want if you are polite with them, If a 30 day contract is available the advisor could activate it if they want
    Originally posted by glentoran99
    They may have guide lines that they have been told to adhere to.

    Most employees are happy to let you find ways round those guide lines, but aren't always allowed to tell you what they are. My gym phoned to say my membership was up for renewal and they have 15% off if you pay up front for the year & told me the date that I would need to pay to avoid paying the sign up fee. When I went to renew it was only 10%, they had received a memo from head office stating that the 15% off was for new members only and wasn't available to existing members.

    On being told this I could have kicked up a fuss about them honouring the original quote (which would likely just get the person I was speaking to into trouble), but I asked whether I could get the 15% off if I let my membership lapse & what the signing fee was. It was only £1 for this month only, they couldn't find anything that said that I wouldn't qualify for the 15% & turns out I was the first person to ask.

    In this scenario the gym membership ran out and was renewed on the same day, so I wasn't without anything for very long. I had to spend five minutes signing a new contract and getting a new pin for the turnstile. The staff were ecstatic.

    I am £1 down from what they originally quoted and I could have tried to negotiate my way out of that, but eventually you have to consider what it's costing you in time and the goodwill of the person you are trying to get to help you.

    I got a really good offer from Virgin once, but I said I'd think about it. I never got close to that offer again and then packed them in for cheap broadband and no tv license (until iplayer needed a licence).
    Last edited by phillw; 21-06-2017 at 9:56 AM.
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