Advice needed

chelle1979

I have recently moved house and since then have had no signal on my Virgin mobile. I have tried on several occasions (and five hours of land line calls) to sort it out, but with no success. On Thursday last week, I was told that if the changes didn't make a difference over the weekend, then I could cancel without charge. After calling today to cancel my contract I was told that I can not do this unless I pay a cancellation charge of £95, as my contract does not end until January. They also mentioned that the contract was based at my old address so it's basically my fault because I've moved. Does anyone know if this is the case? I really can't afford to pay this and get a new mobile too.

satchelgirl

There are no rules and regulations to situations like this however, most big companies such as Virgin will have an obligation of fulfilment and customers moving addresses is a common occurrence and they should have a procedure in place to deal with this.

It sounds to me like you've spoke to a poorly trained advisor and I think you should call back and speak to someone else or ask to speak to a supervisor. You may be expected to pay some sort of cancellation fee which I would assume would be heavily discounted in this situation.

chelle1979

Thanks for replying. I have spoken to a number of people and tried to go higher up the chain over the last two weeks. They're just refusing to budge.

JJ_Egan

The basic fact is you moved your choice .
Network have no obligation to help and help may be limited anyway .
Pay your contract off get a new contract but test the network first is the advice on multiple identical MSE posts .

jje

Annie._2

If you had taken out a new contract at the new address and found there was no signal, you would have every reason to be able to cancel but as it was an existing contract at a previous address where you would have accepted the contract, you cannot cancel as you have changed the terms.

It was you choice and decision to move to an area where the signal was poor and you cannot cancel without paying off the contract.

sdduk

I must agree with the last two posts Virgin have done nothing wrong you decided to move

No Network Provider Guarantee signal everywhere Pay your contract off and move providers

Get yourself some pay&go sims and see whos got the best signal where you live

Just go on the websites of the mobile companies Vodafone, O2, 3, and order the sims they are free including delivery.

MRS_SMITH

Hello MSE community,
With Virgin mobile in the last 11 months Ive experienced serious difficulty in making & receiving calls & texts. The reception at home and even in centre of london is virtually non existent (3G flag comes & goes). The normal route of calling & emailing customer services has not resolved this issue - to add insult to injury I was sent a new sim and later saw Id been charged for it. I have chased endlessly via email and received the automated template replies. I was called...from an unknown number on 26 Dec. It is frustrating and its quite worrying when you cannot rely on your phone to make calls. Contract expires end of year hence I sent written notification of cancellation (ie after that time I no longer want the service) but was told this is not possible until 1 month after expiry(?)
SUMMARY: both service and customer service has been a very disappointing and stressful experience. Things do go wrong with services but it is how they are managed that I see as having respect for the customers...or not. I will get myself a new sim for the remainder if the term and never use Virgin services again. Regards, Mrs S.

Fruit_and_Nut_Case

MRS_SMITH wrote: »

Hello MSE community...

Congratulations on making your first post after 5 years' membership. Please don't leave it so long next time. :kisses3:

[Deleted User]

Mrs Smith - I'm probably telling you something you have already tried but here goes anyway, just in case...

Have you got your phone's settings set to "Automatic Network Selection" ? so that you can use both Virgin (T Mobile) and Orange networks, because together they should offer pretty good coverage in most places.