Virgin unable to supply TV at new house but won't cancel my contract

peardrops_2

Hi

I'm moving shortly to a new property and have rung Virgin to advise them and set up a new contract etc. They've informed me that my new address isn't in an area that they can supply TV services. I still have 11 months left on my TV contract but they say they can't cancel it without charging me the cancellation charge even though they can't supply me with a service at my new address.

Is this correct? Do I have to pay the cancellation fee even though I was willing to move them to my new address but they don't supply that house (it is literally 2 streets away from my present property)?

lucylucky

K Moving home

1. If you move to another address within our and/or Virgin Media Entertainment's service area, you may ask us and Virgin Media Entertainment (as applicable) to provide the services to your new address. You must provide at least one month's written notice to do this, but neither we nor Virgin Media Entertainment can guarantee to provide you with the services at your new address.
2. If you move to another address during any minimum period paragraph J2 will apply, unless you continue to receive Virgin Media Ltd and/or Virgin Media Entertainment services at your new address (in which case paragraph K3 will apply).
3. If we and Virgin Media Entertainment (as applicable) agree to provide the services to your new address, you will have to pay a service transfer charge (to be paid to Virgin Media Payments). Details of the service transfer charge are set out in the price guides. We and/or Virgin Media Entertainment will also send you a new contract for the services at your new address (which will include the contract for premium television services as applicable) and you will have to keep the services for the minimum period. The service start date will be the date that the services are installed at your new address. You may not be able to keep your phone number if you move house.

and.....


If you end one or more services (other than premium television services) during the minimum period for such services (other than in the circumstances outlined in section K or paragraph J5), or if you break these agreements and Virgin Media Ltd, Virgin Media Entertainment and/or Virgin Media Payments ends these agreements under section L (including for non-payment of charges) within the minimum period applicable to those services, you must immediately pay (to Virgin Media Payments) an early disconnection fee in respect of each cancelled service by way of compensation to us for ending those services early. You can find details of these charges on the Virgin Media Ltd website. The early disconnection fee will not be more than the charges you would have paid for your chosen services for the remainder of the minimum period less any costs we save, including the cost of no longer providing you with those services.

pcombo

They have to cancel as your moving home and wont be in the property where the contract was taken out originaly, They also cant force the contract to the new house

peardrops_2

It seems bitterly unfair. I wanted to carry on receiving their services but they can't supply anything in the new property. I either have to pay the penalty charge for cancelling early (because they don't have the service) or carrying on paying for a service they can't provide

lucylucky

Sadly yes that appears to be correct.

krycek985

peardrops wrote: »

It seems bitterly unfair. I wanted to carry on receiving their services but they can't supply anything in the new property. I either have to pay the penalty charge for cancelling early (because they don't have the service) or carrying on paying for a service they can't provide

Out of intrest as Im about to move house how much is the cancel fee ?

lucylucky

^^See post #2

peardrops_2

We've been quoted £50 as it is only the TV package

macman

peardrops wrote: »

It seems bitterly unfair. I wanted to carry on receiving their services but they can't supply anything in the new property. I either have to pay the penalty charge for cancelling early (because they don't have the service) or carrying on paying for a service they can't provide

Why is it unfair? You took out a contract at your current address and you are choosing to move to an address that does not have VM cable, so you are breaking the contract. Half the population does not have VM cable service.

spike7451

It's a quite common problem however it's not entirely VM's fault.The are a lot of things that can prevent a new estate getting a cable service;
Wayleave issues
Capacity issues in the Cabinet (For Telco,BBand & TV)
Capacity issues in the Mux (for Telco lines)
Developer unwilling to pay for additional services or unwilling to allow access
Council objections.
Distance.

Problem is VM have'nt expanded since they took over NTL/Teleworst.Heck the's half an entire town near me that has the cable structure inplace,street cabinets,connection boxes (Toby's) outside all the houses ect, since 2004 but as yet no one, apart from a couple of businesses in the shopping center,is connected.

birkee

macman wrote: »

Why is it unfair? You took out a contract at your current address and you are choosing to move to an address that does not have VM cable, so you are breaking the contract. Half the population does not have VM cable service.

Not breaking the contract.
Putting Virgin in a position where they can't supply the services contracted for.
You still have to pay for the contract which you took out.

These major companies rarely do flexibility, understanding, and rule bending. It would probably cost too much to administer.