I hate Virgin Media - contract cancelling fees

tangerinetee

Need to leave a contract 4 months before the end! Even though I wrote to them about my difficult circumstances and having to leave the property (evicted).


Virgin absolutely vile about it - refusing to put me through to customer services, stonewalling me, and so forth, giving me different information, sending me generic letters that don't even make sense to my query.


They are basically charging me the full lot, but want their Tivo box and everything back mind within a few weeks.


I hate these cable companies like Virgin with a passion. I really do. I think Virgin is the worst though. I will never take out a contract with them ever again for anything. Why do people have to be tied in like this for such long periods of time - it feels so unfair and unnecessary.


But is there anything I can do. Do I just have to put up with them ripping me off?


Sorry if I sound so angry, but I feel so helpless giving them this. Thanking in advance if any suggestion:-)

kwikbreaks

You can't escape early termination fees but I didn't think they got chaged at full rate these days - maybe somebody else can comment on that.

parttimeskint

Early termination charges for Virgin Media are here


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


You do have to return their equipment though and, if not returned, they will charge you several hundreds to replace it.

tangerinetee

Thank you very much part-time skint. Appreciated.


I am returning Tivo box.


I think the figures they are quoting me on the phone are a lot higher than the table suggests, so I will have to go through that with them at the time perhaps? When I have spoken to their billing department, I have been given completely different amounts, from an extra £65 to an extra £120. It seems they may make it up as they go along.


Can they just take money out of my account when they decide a final bill? Or will they have to send me a final bill first? It makes me nervous to think they can might "take" what they want without my permission.


Perhaps I should break the direct debit at the date of termination of cable services, and wait for them to send me a final bill, in case final bill is disputed. I think it would be easier to GIVE them the right money than GET BACK the wrong money, if you know what I mean.


Or is that not a good idea? Am I being paranoid?!

lady123_2

why not try and send a private email to the CEO, explain your circumstances, even show them a scan of the eviction notice if need be.
You may get somewhere that way.
hope things get better for you.
remember nothing stays the same for ever.

tangerinetee

Thank you lady123.


Should I email him? Does anyone know his current email address?


Or should I post a letter to him? I wrote re. my circumstances before to "Customer Services" and they just sent me a generic note by reply.

tangerinetee

p.s. Just rang Virgin (yet again) to ask for postal or email address of CEO. I was told that they do not have this information.

duchy

Call and speak to customer relations -I found them very helpful.

tangerinetee

Thanks jsinc.


I have emailed Mr Mockridge now.


I will post here when I receive a reply.

tangerinetee

Here's what happened and here's my soapbox.


Virgin did ring me back that same evening. They did waiver some of the fees due, so I am satisfied with outcome Of course I am waiting for all the paperwork to go wrong (!) but in principle they were finally helpful.


However, was it necessary to put me through all this. Really this should have been able to have been dealt with at an earlier stage. Was it really necessary to have to write to the CEO?


I can appreciate they want to discourage people from leaving them for another cable company, but I was, and am, almost literally moving out into the street. I told them the story and I sent them the evidence, but I still had this struggle.


I was born in the 60s and remember the 70s and 80s, whereby if you just moved home, you simply rang up BT on the day and got a final bill to that date, and that was that. Oh for those simple days!


I think the whole "contract" things is great for the settled or well-off, but for people not in that situation, or young people moving more often, it really is an added extra cost.


I hope this changes soon. When people are living in more rented and insecure accommodation, it seems to me unfair that they are tied into these often very expensive contracts. The poor, as usual, pay twice over.


Anyway, I shall think twice before I take out a cable contract again. More than twice.


Thank you for all your great help though. I wouldn't have done it without you!

[Deleted User]

tangerinetee wrote: »

I shall think twice before I take out a cable contract again. More than twice.

Since BT, Talk Talk, Virgin etc ALL impose minimum term contracts it doesn't matter which provider you go with. I can assure you that BT charge ETCs just as much as Virgin (and the others).

I'd say you were lucky that Virgin customer service decided to waive the charges and I think you are being unreasonable bad-mouthing them here when they haven't actually charged you.