Virgin Media Disconnection Fee

Akrotiri

Hi,

I've just moved my internet and phone package from Virgin Media to Talk Talk, and Virgin have asked for a £24.00 disconnection charge. I was out of contract with Virgin.

My issue is that I didn't disconnect - I just transferred provider. Moreover, Talk Talk said they'd take care of the transfer and there was no mention of charges.

My understanding is also that there would have been no charge if a MAC code had been used during the transfer. Why would Talk Talk transfer without a MAC code? Is it because line rental has also moved to Talk Talk?

I'm furious at this hidden cost. Do I have any grounds to argue? Is there an official organisation who I can register a complaint with about this practice?

All help much appreciated.

visidigi

Even outwith the original contract length you still, as per the terms and conditions you agreed to, have to give virgin 30 days notice to disconnect - did you do this and pay the 30 days after the date of requesting the disconnection?

macman

Sounds more like the standard cease charge which all ISP's have to pay OR if a MAC is not used. It'll be in the T&C's.

usignuolo

I am thinking of moving from Virgin. Our original contract was with Telewest back in the Dark Ages. We have not signed a new one since and I have no idea where that original contract is. So what Ts and Cs apply to me as I am thinking of moving away from Virgin too?

spike7451

If you're on a cable based service & are moving to a DSL (Phone) based service,then the will be charges as you cannot transfer between the two,hence why a MAC code isn't required for moving to & from cable.

usignuolo

If I am leaving a cable supplier and joining an ADSL supplier why is there a disconnection charge?

spike7451

usignuolo wrote: »

If I am leaving a cable supplier and joining an ADSL supplier why is there a disconnection charge?

Because someone has to go out & physically disconnect your services from the network,if you left BT/Sky etc for VM,you'd have to pay them a disconnection charge which is much higher.
Someone has to pay for the work to be done so they pass the charge onto the customer,if you were migrating between DSL suppliers,say BT to O2,the'd be no charge because you're using a MAC code & the company you are migrating to pay BT to swap you over.

usignuolo

Physically disconnect me - you mean that they have to come and cut off my end of the cable - it isn't done digitally?

spike7451

usignuolo wrote: »

Physically disconnect me - you mean that they have to come and cut off my end of the cable - it isn't done digitally?

Yes & no,an engineer goes out to the exchange & disconnects the telco E & D side cross connect & then the CATV feed from the tap & port bank in the cabinet,this is done to not only protect the network but also to free up the connection for any new users,as well as the telco D side.It also cuts down the ingress & egress of excess 'noise' that is caused by unterminated connections that can cause problems for other users.They don't come & cut the cable,it's all done in the cabinet.

s_b

of course seeing as virgin have increased all our prices then this can be termed as contract replacement and reason not to pay a fee

macman

usignuolo wrote: »

If I am leaving a cable supplier and joining an ADSL supplier why is there a disconnection charge?

VM are a cable supplier, but you haven't confirmed whether you are on a cable service. Are you perhaps on Virgin National (ADSL service)? In which case a cease charge is valid.