cancel virgin media contract

speedyG_2

This thread relates to the particular problem of moving house from a cabled address, to a non-cabled address whilst still in a contract with VIRGIN MEDIA.
You don't want their inferior Freeview service and you don't want to pay their cancellation fees, "charges"

A quick bit of background info about my circumstances.
Moved to a new address and signed up for a VM package. At the time, I called VM to tell them I would probably be moving again in a few months ...and would that be a problem? ANSWER ...no it wouldn't, just transfer the service to the new address.
So after 6 months I have to move again, phone VM and now it IS a problem. WHY?? new address is in a non-cabled area.
Don't bother phoning VM hoping to have an adult debate about this issue. Staff are well trained and their main aim is to get YOU to cancel. You have now unwittingly set yourself up for the charges.

RULE 1... although you are moving (B4 your contract expires) DO NOT CANCEL your contract. Tell VM you are delighted with their service and have no intention of cancelling.

VM will tell you that you have to take a BT line (18 month contract) and buy a VM freeview box, circa £40. for you new non-cabled address. Again, do not debate that with them, save you breath, stay calm and above all polite.

As you are moving to a non-cabled area your current box, cables and connections will be useless. Do not be tempted to trash them. When the time comes, wrap them neatly and put them in the box they came in (if you still have it) and MAKE A LIST of those items.

Near to your move date you should phone VM and remind them ...
1 .. that you are moving, give date and address.
2 .. that they can collect their box and cables from that address.

Once you have moved, they will arrange collection of your redundant equipment.
when they do make sure that the nice man checks that all parts are in the box, that they are in good condition and

RULE 2 .. HE SIGNS the list you made, accordingly saying all items present and in good condition. NO SIGNATURE, then he doesn't get them, simple.

Now the fun begins.

VM will send you your final bill. It will not be broken down into seperate components, but will be rolled into one, including "charges"

You are not going to pay "charges" BUT I do strongly recommend you pay for all the phone calls you made, otherwise this exercise is pointless, because you are disputing the "charges" and nothing else.
One thing that VM is good at, is sending you letters from different areas in the UK, without a name or contact address. This is designed to frustrate you, so don't let it. When you receive your final bill, use the address on the back of that envelope to write to them and ...

RULE 3 .. KEEP IT SIMPLE. do not write your life history or start a debate with them again. Just write this...

Dear Sirs
Thank you for your letter dated #####.
Please write and tell me how you have calculated my bill,
including itemized calls
Yours Faithfully
#########

NOTHING MORE >>>NOTHING LESS

you won't get a reply, but don't let that upset you, just carry on with your life until you get a letter from Steven Wrench, Head of Credit Management, reminding you that you owe them money
Hurrah an address at last and a name. You must ignore all letters from other departments, just deal with Steven ... like this

Dear Steven Wrench
Thank you for your letter dated #####
I have enclosed a copy of my previous letter to VM requesting
information as to how you calculated my bill.
I look forward to hearing from you
Sincerely #######

so enclose a copy of the previous letter and send it RECORDED DELIVERY (£1)

NOTHING MORE >>>NOTHING LESS

Now it's a toss up as to whether you first get a prompt reply from Steven (very unlikely) or your first threatening letter from Moorcroft debt collection agency.

If it is the latter, ignore it. Just put it in your file for future reference, just in case. DO NOT phone them, write to them, or contact them in any way or form.
Just deal with Steven at VM and remember, you do NOT have a debt.

Now sit back and wait. You will undoubtedly receive more letters from Moorcroft, to put in your file and maybe more from Steven. You could amuse yourself by writing to Steven to remind him that you have requested a bill breakdown with itemized calls. Use the previous letter model, SHORT!!
Wait for the letter that itemizes the calls relative to the final bill. They will try to charge you for this itemization, ignore it.

You can now pay for the calls you made and which you rightly owe them, BUT

RULE 4.. PAY IT ON-LINE because they can not refuse the payment that way.
You will get a receipt so print it off. Oh! I think I did get a letter from someone saying the payment could not be accepted. IGNORE it.

Now time for your final letter to Steven.

Dear Steven Wrench,
Thank you for your letter dated #####, itemizing the calls on my last bill.
I have now paid VM £#### which includes VAT at 17.5%.
I look forward to hearing from you.
Sincerely, #####

you should enclose a copy of the payment receipt and send your letter RECORDED DELIVERY


okay readers that's it. You shouldn't hear from VM or Moorcroft again, I didn't ...and I know this has worked for others too.

Some IMPORTANT reminders. Take control of the situation from the beginning and don't let VM tell YOU what to do. Keep it VERY SHORT, no debate, complaining, argueing or rudeness. Use the model letters above and you'll stay in control. Remember LESS is MORE in these situations.

BTW, there are various faults in the wording of the VM contract which I am not prepared to detail here, but which you may well unravel yourself, one winters evening.

I will re-read this entry and edit/improve over the next few days

thanks, hope this helps