Virgin: Seems I spoke too soon

gunja99

I started a thread, and gave a very positive report of them here: https://forums.moneysavingexpert.com/discussion/3222256. Brief synopsis is that I want to move to a new address keeping my existing service.

Well as this thread is entitled, Seems I spoke too soon!

I got the paper work through today. 1st thing is that theres a £10 charge for the transfer... I asked more than once if there was a charge, and the guy had said no at the time, absolutely not, etc. I called today about it and they said there's always a £10 admin fee for it, so someone is obviously lying here. In all honesty if they had said there was a £10 charge at the time I would have been reasonably OK with that, the fact someone representing them has lied outright has annoyed me a lot.

The second and worse part of this, is that apparently this will be a new 12 month contract. ABSOLUTELY do not want this. I want to see my term out, and take on what we need (I do not want TV after the 12 months of the original contract is up).

Can they impose a new 12 month on me? What do people know about this? Also what about the £10 lie (if I moan, they may waive that), but I'm more concerned about the new 12 month on TV, Net and Phone.

I did try to call, got through to someone, and I just stated that I would like to speak to someone to sort it out please, they put me on hold to complaints, and 20 mins later it got cut off. Will try again 2moro.

Any advice greatly appreciated.

Thanks

macman

Any change of terms or tariff with VM starts you on a new 12m contract. Why would they subsidise the expense of a home move if you were to terminate a few months later?

gunja99

macman wrote: »

Any change of terms or tariff with VM starts you on a new 12m contract. Why would they subsidise the expense of a home move if you were to terminate a few months later?

I don't want to terminate the contract though, I just want to move it. If I move house they don't start a new 12/18/24 month contract do they?! I just want to move it. I can plug it all in etc take the same equipment, and they change a few settings somewhere, charge a small fee for that fine.

Two issues, they didnt state this. Guess I can find out how much was left and pay it out. Also just read somewhere else that it's a new account therefore a recent recommendation yet to be credited for a friend (£50 credit), won't go over to my new account (again the guy I spoke to said it would do against my account). Can someone confirm that it's a new account please.

Thanks again.

gunja99

Actually on further thoughts. I explained that as I was in contract was the reason I wanted to move it and terminate my other halfs, as she was out of the 12 months. They didn't at one point say I was starting a new contract let alone a 12 month extension. They totally misled, and defo lied on the free move. I guess trying to get through to customer complaints department is next and see what they say. I'm happy to keep another 12 months BB and Telephone, I just don't want the TV to extend another 12 months... Also as it's a new contract surely new customer deals would be available, etc, or just changing the OH account to take on some new deals.

It's the missleading and miss selling I am very very annoyed at here. Also was a UK call centre, and very helpful guy at the time I thought... Anyone know the best way to speak to the complaints department...