Leaving Virgin Media

jle22

Hi,
Can anyone help?

We have decided to leave Virgin Media & move to Sky - partly because we want Sky TV, but mostly because we have received such appalling customer service from Virgin that I don't ever want to have to deal with them again.

I have just called to cancel - we have been with Virgin for years, but because we moved house 5 months ago (and this is where the complaints aboiut their customer service stem from) they are trying to tell me that I am 'under contract' and want to charge £118 to cancel. As far as I'm aware, all we did was simply move our existing contract to a new address so am not prepared to accept that we took out a new contract.

Anyone else had this experience or can advise on how to not pay the cancellation charge? Am waiting for a manager to call me back.

Thanks.

cooltt

Sky do exactly the same.
When you told them you were moving they have to tell you your contract starts again from the new address. They do tell you but it's buried in the conversation they are having with you about your house move so you proberbly weren't paying attention when he uttered the words "that's fine Mrs X your contract will run for 12 months from xxx date" and then quickly start talking about something else.
What you need to do is ask them to produce the recording of that conversation with you agreeing to the new 12 months, i bet they don't have it and if you haven't signed a new contract there's not much they can do.

By the way i've been a cable customer for years and never had any problems with them, i think it really does depend on who you speak to because Sky have had more than they're fair share of criticism over their customer service.

jle22

Thanks. Yes, I'm sure all companies have their faults. It's just that this particular experience has put me off Virgin.

lee5768

what problems are you having with your service other than your issues with customer service

jle22

None really except we are paying too much - and we want some benefits sky can offer that virgin can't.

mazza111

I'm afraid it's standard practice for you to go onto a new 12 month contract when you move house. Any documentation you received from them would have stated this. You could ask them to listen to the call if this was done by telephone, but I doubt they have kept them this long.

custardy

not jus moving,you can get it by changing package
eg we upgraded to a V+ box and that creates a new 12 contract

Buzby

Sky 1 is on Virgin, and has been since last year when it returned. Yes, your move initiated a 12 month contract (assuming you got it reinstalled free). Thewre is an option to pay £40-60 installatin and STILL be tied to 12 months as a new user.

custardy

Buzby wrote: »

Sky 1 is on Virgin, and has been since last year when it returned. Yes, your move initiated a 12 month contract (assuming you got it reinstalled free). Thewre is an option to pay £40-60 installatin and STILL be tied to 12 months as a new user.

sky offer other channels bar sky 1
for HD alone sky trump virgin

finsaah

custardy wrote: »

sky offer other channels bar sky 1
for HD alone sky trump virgin

You do have to pay extra for it. Sky also doesn't have Virgin's free On-Demand content.

custardy

no need to convince me, im on VM