Virgin Contract Issue

Ghost1980

Hi,

I'm hoping someone can offer me some advice here. I phoned Virgin to cancel my phone and broadband package this evening and they in turn advised that i would be liable for a early contract cancellation charge.

I had been with them at my current address for over 12 months and in February this year I upgraded my internet package to a 30mb one - at the time i asked the advisor that as I was out of contract, would i be entitled to the new customer discounts, to which he advised i would'nt be - i agreed to upgrade on the express understanding that upgrading my package would not constitute a new contract, to which the advisor advised that 100% it would not be a new contract only an upgrade.

On attempting to cancel today - they are advising me that as the 30mb connection required a "super hub" this does constitute a new contract till next February - i advised him of my previous conversation with their advisor to which he replied that it wasnt him that told me this. He also advised that a letter was sent out at the time to confirm a new contract, i have never seen this letter, never signed anything to confirm receipt of this letter and I read all documentation that I had as i was concious of their pontential tricks at the time - i didnt want to enter a new contract for a slight increase in bb speed.

I'm not sure what to do here - they 100% advised me it wasnt a new contract but i have no way of proving this conversation with their adviser ever happened.

Any ideas? I am thinking to just swallow the cancellation charge out of principle for being misold the product in the first place, but am loathe to pay them the remaining contract fee of circa £85.

Thanks,

Adrian

macman

Strange that he should have told you that, because any change of tariff/package with VM starts you on a new 12m contract.
Put in a written complaint and ask them to review the call record and system notes.
A written contract (or it's absence) is not relevant.

useless_git_requires_wife

macman wrote: »

any change of tariff/package with VM starts you on a new 12m contract.
Put in a written complaint and ask them to review the call record and system notes.

This is not quite correct. You can reduce services without incurring a new contract if you are outside of your contract period. Done it twice myself (I do note that the OP, in this instance, was upgrading though and within their contract).

I agree that the OP should proceed with a formal complaint. It should be 'verbal' first and only written if no joy from that.

Buzby

Whenb the Superhub was provided you would have a recieved a letter explaining 'Your Rights To Cancel' this also advised the minimum term period required for each element of VMs service. (If you took Tivo, say this would restart the minimum term - not your contract) but your BB would be unaffected.

They've had this issue sewn up for a few years now, and their documentation is quite comprehensive on these responsibilities.