Annoyed with Virgin Media

bigalxyz

Hello forum.

So...I have the Virgin Media home phone and cable broadband service here in Cambridge. No TV.

I'm moving house in September - London bound. Phoned Virgin today to explain. I already knew that the new house wasn't cabled up but I was expecting to be offered their Virgin National service instead which gives a traditional ADSL broadband connection (+ landline), which I would have been happy to go with for the time being.

To my surprise (because it's still shown on their website) I was told that they're withdrawing the Virgin National product and so they were unable to offer me any services at all after I move. I said ok, I'll need to cancel then.

The written agreement seems ambiguous on what happens re: early cancellation charges if I move somewhere where none of Virgin's products are available.

Does anyone have any advice please? The customer service guy on the phone said he wasn't able to waive those charges himself but that I should write to Virgin's office in Swansea (which I'm about to do - recorded delivery) to explain. Just wondering what the likely outcome will be.

Thanks!
Alan.

macman

Virgin National was withdrawn quite a few months ago, it was just a resold BTW service.
The ETC is not ambiguous; if you move to a non-cabled area then the full ETC is payable.
Your contract was for provision at the existing address, not elsewhere, so you are breaking the contract by moving. About 40% of the UK is not cabled for VM, so this comes up most weeks-do a forum search.
Don't waste your time writing to VM, because they will not void your contract without penalty.
The good news is that you've avoided a new minimum term contract on the dire (late and unlamented) Virgin National.

bigalxyz

Fair enough. Can you point me in the direction of the relevant bit of the terms & conditions pls?

mije1983

As macman says, it's not ambiguous and is actually quite clearly stated. Sections J and K are what you want.

http://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services.html


and to help you work out what it should be:

http://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/early-disconnection-fees.html


I'm not with Virgin but for future reference when I googled Virgin Media terms & conditions it was the first result

Good luck with your move.