Virgin Media - Moving to a Non Service Area

Jordanderve

I have just come off the line with OFCOM, Virgin Media were wrong in saying that OFCOM review the T&Cs, they don't. OFCOM have requested copies of all of my correspondence and are going to launch an investigation.

OFCOM can rule if they contravene their guidelines and fine as they see appropriate. If I want to lodge a legal dispute concerning the T&Cs, I will have to do that myself.

I am going to lodge a Freedom of Information request against VM to judge the size of the problem and then see if my interpretation is legally correct at my own expense.

wealdroam

Jordanderve wrote: »

I am going to lodge a Freedom of Information request against VM to judge the size of the problem and then see if my interpretation is legally correct at my own expense.

FOIs are only applicable to public bodies.

Not sure what data you are hoping to get from VM, but you are only entitled to data specifically related to you.

Jordanderve

Ok fair enough, I thought data could be requested from any organisation (at cost) providing it was none personal information.

wealdroam

Jordanderve wrote: »

Ok fair enough, I thought data could be requested from any organisation (at cost) providing it was none personal information.

You can of course request any data from VM, but they are not obliged to provide that information... even if you pay.

Good luck.

ShadowPuma

Thank you for this thread since I'm wondering what I'll be awaiting when I move shortly. Since Virgin do claim a lot about their services in my local area I did not forsee any issues with moving when I rented here, and yet by moving only a couple of miles I can't get their services!

The exchange is only half a mile from my new postcode - which is an established area and not newbuilds - and yet they decided not to bother supplying services there. Kind of frustrating.

If I have to eat their ETF fee I will but hoping to avoid doing so.

Edit: Although I might manage to avoid that since its only gonna be 2 months left on the contract - might as well just not cancel until after that if not.

Jordanderve

I was told, twice, by there complaints department that there was no way around the ETF. OFCOM have taken quite a bit of interest as they have called me today asking for copies of my various communications. Morally, what I have done is probably not great but, if the terms breach OFCOMs rules and possibly aren't legally sound, I won't lose any sleep for them having poor processes/proof readers in place.

Gordon_Hose

Be careful with VM, they will destroy your credit file at a moments notice!

Also, what you have to remember regarding coverage is that VM are an amalgamation on 3 cable companies; NTL, Telewest and Eurobell. Each had their own network covering it's own little area. All 3 were in dire financial turmoil for a long time, and VM inherited those financial issues when it brought all 3 companies under the same banner. This meant VM had absolutely no money to spend on infrastructure, instead it went towards increasing speeds of it's existing Fibre Broadband estate. They haven't yet expanded any of their network to keep up with BT Infinity, and this will be why they didn't tender for the contract to install fibre cabinets at the OP's new location.

The OP will, eventually, be able to get service from any operator via BT Wholesale, both ADSL and FTTC (if available). At the moment, because BT won the tender, you'll be forced into taking their services for the first 18 months, after that you can move away at your leisure, as this is what happened when we moved into a new build flat in 2009. We took Bt initially, then after 12 months (when they still did 12m minimum terms), we moved everything to Sky.

Jordanderve

I completely agree Gordon. At no point did I refuse to pay anything (I just stated that I would fight any payment made) and I didn't cancel any direct debit for this very reason.

My contract is due to be terminated on 12 December and I have a letter now stating that no termination fee will apply so I do not think that they can do anything to my account as I never miss any payments so no foot print can say that a payment has defaulted.

I'm now with BT for the very reason you have outlined although for their top of the range package, they have come out reasonably competitive.

Gordon_Hose

Not saying they will, but all it takes is them to claim "mis-communication"... I'd just be wary for the next few months.

BT don't do so bad nowadays. I came back to BT after being with Sky for years when I moved house in February. Sky and Talk Talk couldn't install for weeks, where BT set me up in days. My BT Infinity install went without hitch at the beginning of November, so I'm well happy with them.

hyllus

Jordanderve wrote: »

I completely agree Gordon. At no point did I refuse to pay anything (I just stated that I would fight any payment made) and I didn't cancel any direct debit for this very reason.

My contract is due to be terminated on 12 December and I have a letter now stating that no termination fee will apply so I do not think that they can do anything to my account as I never miss any payments so no foot print can say that a payment has defaulted.

I'm now with BT for the very reason you have outlined although for their top of the range package, they have come out reasonably competitive.

Congratulations for the great job @Jordanderve

I am in a very similar situation and wanted to follow the same approach.

Would you suggest sending an email to the CEO addressing the issue and that the the T&C are not clear?

Thank you.