Virgin Media :-(

Miss_Ratty

Hi There,

To cut a long story short, a few months ago my husband and I put our house on the market. In this time our contract with Virgin Media expired and we told them we wouldn;t be renewing. They basically sold us a much better deal, and my husband asked if this could be carried forward without penalty once we moved house. They said it wouldn;t be a problem, that there were no charges to move and the only difference would be that we may have to have the "normal" broadband as opposed to the fibre-optic one we had then. Fast forward a few months, we ring them to tell them we're moving, where we are moving to, and they tell us that they will be charging us to move, plus our pckage will significantly change (we will be on the regular braodband and have a lower download limit) BUT that our monthly bill will also increase!!!

Hubby and I are livid, we feel we have been missold, as we would never have renewed with them if they were going to do this. He has argued the case, and they repeatedly say they will call us back after investigating, but we end up having to chase them (£20 on the mobile the other night!).

We're still without service in the new place as we don;t know where we are. When hubby threatened to cancel because we feel we have been missold, they said they will charge us for the remaining term of the contract.

Where are we legally on this? Surely they can't lower our service levels during the contract period and expect us to pay more for it, plus an extra charge for moving - when they specifically told us there would be no charges?

We feel as though they reeled us back in to make up their numbers, and now they just want cash, regardless of what we do. We both rely on internet for work as well, and are really lost without it. My mobile only allows 500mb tethering and I'm using most of it trying to get this sorted. Can we go to someone else and tell Virgin to get lost? Will they just take the money from us anyway?

Any advice would be great :-(

wealdroam

All you need to do is prove that "they specifically told us there would be no charges".

Just send them a copy of the letter they sent you confirming that.

Miss_Ratty

We signed up via telephone - there was no confirmation letter or any other correspondence at all actually afterwards.

We have asked for the transcript of the telephone call, and the actual call (which they record for "training purposes" i.e. data protection) recording, but they "cannot find" them.

Forwandert

We've been with virgin for years and moved a couple of times we've never been charged anything for installation etc at the new houses. Are you moving to an area that is fully covered by virgin media?

room512

We moved recently and didn't have to pay to have it installed at our new house - they had to lay the cable across the garden and then into the house x

den169

I always record my conversations now with these and other companys they all just lie through there teeths.

arcon5

Even without proof I cannot see them being able to justify the downgrade in package and increase in price. At most a charge for installing at the new home. How much are they asking for?

If they do downgrade you, then you can send them a letter telling them they have breached the contract by materially changing the terms and give them the opportunity to rectify this. Explain in the letter if they fail to do so you will rescind from the contract.

CoolHotCold

But Arcon,

It sounds the OP was in a Fibre Optic area before and they've moved to a non fibre optic area.

Ignoring what Virgin Media may or may not of said, The OP signed up to a new contract at X price for Y features over Z time. It is not Virgin's fault the OP is moving locations, if they could get Fibre at the new place then I would expect a Admin fee or perhaps a installation charge as Virgins T&C do allow you to move (though you may be required to signup to a new contract). Because the OP is outwith a Fibre area Virgin could be entitled to either change the contract to whatever a non fibre contract is OR for the OP to early termination (which could I suppose be X by remaining Y).

Sounds like virgin have only told the OP one possibility of changing the contract to a non fibre without charging a early Termination fee for the Fibre package. the OP can always cancel entirely, but may have to pay a early termination fee.


Of course, my scenario ignores what Virgin May or May not of said when the OP phoned to enquire about moving houses/resigning the contract.

unholyangel

Miss_Ratty wrote: »

We signed up via telephone - there was no confirmation letter or any other correspondence at all actually afterwards.

We have asked for the transcript of the telephone call, and the actual call (which they record for "training purposes" i.e. data protection) recording, but they "cannot find" them.

Virgin do this regularly. They offer you a "discount" without telling you that by accepting the discount, you're agreeing to be tied into a further 12 months with them. They'll then tell you that they cant find the recording (and while I dont expect call centres to record EVERY call - I do feel they should be recording calls where there is contractual obligations being discussed).

They'll then try and tell you a number of things which constitute acceptance....from "well I know you were a part of the call and I wasnt, but I know better than you and can categorically state 100% you were given all the necessary information" to "paying for the service indicates you agreed, why would you pay if you didnt agree" (Yeah because something I've been doing every month for years totally proves that I agreed to be tied in for 12 months).

Unfair contract term for a consumer to be bound by a term that they had no real chance of becoming acquainted with - meaning legally unenforceable. Write to them and (try to keep it simple and straightforwarded - no excess baggage so to speak) outline the problem and state what solution you want (promised xyz, now told different terms which you do not agree to and company unable to provide proof that a contract based on the new terms exists - that you want the services transferred to your new address at no additional cost as promised or cancellation of the contract effective immediately with a refund for services not received). Remember to keep a copy for your own record.

As another poster stated.....I record my calls now. Better safe than sorry.

Fire_Fox

Are you complaining in writing? Are they telling you they cannot find the transcripts in writing?

balmk

The agent that you spoke to should have summarised the call details on their customer management system. You can do a Subject Access Request for the notes on your account (more detail here: http://www.ico.gov.uk/for_the_public/personal_information.aspx)