Virgin Media- Please can someone help us??!!!

laurajadedaniels

Hello, i'm new to this site and was wanting some advice on some rarther annoying people known as.. virgin media!

At our old house we had the full cable package at our old house, when we moved house we were told we had to cancel the services there and would be charged a disconnection fee which then be re funded when we took up services at our new house.

We then phoned them to set it up and and it was orgionally in my partners name and i set up the new services in my name and i was told by virgin media this was not a problem on SEVERAL OCCASIONS

So i did as they said and i got my partner to call them and confirm that the services are in my name. we have called them in total about 15 times and each time yes that would be fine.

Then a month ago my partner got a letter from Westcott collection company asking him for the disconnection fee of £180, so he wrote to them and told them he did not owe them the money and gave them the full details again and they replied and said there is no record of it ever being transfered.

So we wrote to virgin to re consider and saying we would are re considering renewing our virgin internet services due to the stress and hastle that they have given both of us !!!!

We then recived a call from customer services and a very ARROGANT man basically saying that the dept stands and nothing you say makes a difference! we told them that we have been told on many many occasions it was ok and he just said ' well you shouldn't have been told that' so they lied to us????

So we then told them we would be our internet with them in a months time when the contract is up to which he said ' fine' and hung up!!!!!!!!!!!!!!!!!!!!!

So we are doing a data protection request for all the information they have on both of our accounts as they claim there is not a single note on either accounts about anything!!!!

please please can someone help us????

Thank you.

Laura

10past6

Hello Laura :hello:

Welcome to the forum, so, do you owe the money or not?

laurajadedaniels

Hello, No we don't owe them the money.

laurajadedaniels

But Virgin are saying that my partner owes them the money when the internet was just changed over to my name!

10past6

If there was a disconection fee, who's paid it?

10past6

Prior to the debt ending on Westcotts doormat, VM would have issued several letters re this outstanding debt, did you receive them?

laurajadedaniels

Each letter we rung them and gave them the details and they said it was fine vm did. but i think the letters may have gone to the other address before that.

Andys1

Hi
How long ago did you move? Vermin usually do what they call a 'move and re-install' or something along those lines which basically gives you an agreed date of disconnection at your old address and an agreed reconnection at your new one. This is based on a new minimum 12 month contract and I imagine the same signatory on their agreement though.

I think the problem lays with you being transferred as the new signatory rather as with your old one being in your partners name... I have never heard of anyone (Including myself after numerous moves over the last 4 years) being charged a disconnection fee IF the new property is capable of receiving their service to which you wish to maintain.

I would phone VM again, and insist on speaking to a line manager politely... ask about their move and re-install policy etc. I have had 'issues' with certain call centres myself before and find remaining polite and calm can help a lot so although you may feel annoyed, keep things polite hun.

10past6

laurajadedaniels wrote: »

Each letter we rung them and gave them the details and they said it was fine vm did. but i think the letters may have gone to the other address before that.

And I think that's where the problem rests, you were a "New" customer at a "New" address.

laurajadedaniels

Hello, we moved last december, we have called them in total about 15 times in total and i don't know what to do now as i've had enough!!! grrrr!!!!!

we told them as i say and so has my partner!!!

laurajadedaniels

10past6 wrote: »

And I think that's where the problem rests, you were a "New" customer at a "New" address.

yeah i know that!