Virgin Contract Problem - what can I do?

gypmaster

Hi
Virgin media sent me quick start pack tv box dated 15th July... special offer on package free set box already had phone/broadband with virgin (12 months)- special offer pay nothing for tv box.

Phoned virgin on the 14th July to cancel all phone and Broadband services found better deal.For phone and broadband...

No problem on the 14th nothing stated about T.V box ... they offered a better price £21.99 month for phone and broadband services, if i stayed, i checked further and still they could not match better deal.

Phoned today 17th July to confirm cancellation of services told that by accepting t.v box july 15th was signed up for 12 month contract and could not cancel unless prepared to pay £300.

They are now stating that the box was activated at there end, therefore the contract stands. This was not explained i believed it would only be activated once it was installed, which has never happened.

Is there a contract? can i cancel without penelty?

peachyprice

Firstly I'm a bit confused with your dates, it's 19th August now, when did you phone to cancel, 17th July or August

Anyway, there's usually a set period in which you can return the box, usually 14 days, after which you're tied into the contract.

gypmaster

Yeah, sorry ... Virgin sent the box out on 15th July...

the dates I contacted them were all in August, but I hadn't had the service set up in any way before I made contact with them.
... that makes a difference then, does it?

x2o

They had not setup the service or you never set the box up to recieve it?

PaulK_3

If it's just a case of you never plugged into the service it doesn't mean the service wasn't set up. If you plugged in and never received service then you can cancel for failure to provide.

gypmaster

They sent the box but it was never pluuged in or set up by ourselves.

When we phoned to say wanted to cancel our broadband and phone deal Virgin said we had entered a new 12-month contract (although we hadn't signed anything) by agreeing to having the new box.

Does that sound right? Surely I can't enter a 12-month contract just by someone sending me something, can I?

x2o

gypmaster wrote: »

They sent the box but it was never pluuged in or set up by ourselves.

When we phoned to say wanted to cancel our broadband and phone deal Virgin said we had entered a new 12-month contract (although we hadn't signed anything) by agreeing to having the new box.

Does that sound right? Surely I can't enter a 12-month contract just by someone sending me something, can I?

If the box was sent and they enabled the service then you entered in to the contract. Just because you did not plug it in does not mean you where not getting the service if that makes sence.

gypmaster

Yeah, they said they had set it up 'on their end' but we had never even plugged the box in ...

... looks like there is a contract there than and no way out of it ... the wife said they never mentioned entering a new 12-month contract when they said they would send the box ...

seems very odd that we can be comitted to a whole year without actually signing or using anything, doesn't it?

is there any way to challenge it?

x2o

You could always argue the fact they never told you about the contract and you thought it was in with your broadband package and the operator did not say other wise.

If you got logs to back this up i.e. internet support emails etc.. other wise your word against them.

Other wise I'm sure if someone else has gotten out of it they will reply here and tell you how.