Virgin Media - Moving to a Non Service Area

Jordanderve

Hi, the route I went down was normal customer services explaining why I thought the terms were unfair / unclear. I took both representatives names and when they dismissed my concerns out of hand, I asked how to escalate it as I was unhappy. The address they gave me got instant results as within a week I got the call saying that they were cancelling my contract without penalty. The letter I sent is at work so if you'd like the address, I can send it to you on Tuesday. I spoke to OFCOM only last week about this and I was told that the investigation is 'ongoing' although they wouldn't be bound to disclose the outcome to me.

hyllus

Yes please, if you can give me the address that would be great.

I had so many conversations already with their customer service but is like talking to the wall.

Did you had any other issues after they confirmed cancelling the services? Would it be save to cancel the DD after?

Thanks again.

Jordanderve

I had no problems at all after that although I had a balancing amount to pay (from my last DD date to my cancellation date). I must admit though, I hardly ever cancel DD's as removing a failure from a credit record is more difficult than getting money back off a company.

ShadowPuma

To add to my prior post on this thread - I couldn't get my fee waived and escalating it only got me a person demanding who told me to do so as they can't waive them and they should know that. I also got told I had a 18 month contract not a 12 month contract which I couldn't find anywhere electronically but did find when going through paperwork as I moved (yep - annoying but I do accept as my fault).

I ended up paying around £120 ETF and the only advice they could give me was "well if you get the next residents to set up an account with us then we will give you £50 referral fee...". I was renting and I have no contact with the new residents if there even are any...

Oh well...

Jordanderve

Shadow, that's the response I got both times before I sent the letter with the contents contained on the 1st page of this thread.

They can waive the termination fee it's just that they try their best not to.

Jordanderve

Te address I wrote to was:

Private & Confidential
Complaints
Virgin Media
PO Box 333
Matrix Court, Swansea
SA7 9ZJ

hyllus

I will write to them today.

Funny thing, the other day the Virgin media engineer called me asking why I have an active line on the flat if I am not living there any-more. And I told because Virgin is unable to move my contract.

Apparently the new tenants were trying to move their contract.

I hope they will not cancel and charge me the ETF without me asking for cancellation at all.

I will write to them today mentioning the following in the letter:

Official letter of complaint
1.) Them not being able to move my contract
2.) Circular reference in the contract.
3.) Me being forced by engineer to terminate the contract because of new tenants.
4.) I giving them 14 days to transfer the services or if unable to, cancel them without any additional feed

Does that sound right? Would you change anything?

Will see how it will finish.

hyllus

My account status changed.

Your account is currently in a pending disconnect state.
We are unable to change your direct debit details at present. Please call our team on 150 from a Virgin Media phone or mobile or 0345 454 1111* from any other phone.
*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts Call costs from other networks and mobiles vary.

However so far:
Account Status
Your account is up to date - there's nothing to pay.