Cancellation of contract with Virgin Media

hcopley

Hello!


I am due to move house next week. I called Virgin to have our internet moved to the new place and they told us they didnt cover the new area (we thought they would because our friends near by have Virgin Media). We have had great service for five years (my partner and I also use the Virgin gym), so we were sad that we had to cancel our contract. They then told us they were going to make us pay the rest of the contract upfront (only a little over a month on the contract, a fee of almost £50). I understand this is in the contract (apparently) but it feels really disappointing to be hit with this fee. We have been very satisfied long term customers. Is there any way we can go about getting the fee waived? I can't find an email address for Virgin anywhere and their call centres are no help at all.

Thanks in advance for any advice!

class2ldn

We've just had this, wouldn't cover the area so had to pay 246 quid to get out the contract. Won't be touching them again anytime soon until they change the way they treat their customers.
We tried everything, ringing up 2/3 different call centre staff but same answer every time. I think it was on this forum someone even got in touch with the top man in charge and he told them the same.

hcopley

Oh !!!!!!. That is awful! A lot of money that you had to pay. As if we don't have enough to shell out for when moving house (I just got hit with £474 agency fees). Will be terminating my gym contract immediately, and not going near them again.

jem16

hcopley wrote: »

Is there any way we can go about getting the fee waived? I can't find an email address for Virgin anywhere and their call centres are no help at all.

Very unlikely to get it waived as you did sign up to the contract and it's not Virgin's fault that you are moving.

You would find any company would do the same.

JJ_Egan

See multiple identical posts daily/ weekly .
No refund you choose to leave the service you signed up to at your address . Same goes for any ISP that does not supply your new property .

hcopley

Well its pretty bad customer service. I dont want to leave them but I'm not going to pass up the perfect house because I have a contract with Virgin. Definitely won't be going back to them.

jem16

hcopley wrote: »

Well its pretty bad customer service. I dont want to leave them but I'm not going to pass up the perfect house because I have a contract with Virgin. Definitely won't be going back to them.

How is it bad customer service?

You agreed to purchase services for an agreed length of time. Virgin have honoured that deal by providing the services.

Now you are leaving for an area that Virgin don't provide services for. You have broken the contract and not Virgin.

If you provided a service would you not want paying what was agreed?

hcopley

I understand the point, thank you very much. Lots of companies would be kind enough to waive the fee, as a gesture of goodwill for being a customer (for a long time, may I add).

jem16

hcopley wrote: »

Lots of companies would be kind enough to waive the fee, as a gesture of goodwill for being a customer (for a long time, may I add).

I haven't met any company who would waive the fee so would you like to provide evidence of the "lots"? If everyone knew that companies would not keep them to their contract, lots of people would just claim to be moving to get out of them.

It has certainly not been evident here.

JJ_Egan

hcopley wrote: »

I understand the point, thank you very much. Lots of companies would be kind enough to waive the fee, as a gesture of goodwill for being a customer (for a long time, may I add).

As so many follow MSE and chop and change supplier a loyal customer no longer counts for much .That goes for many suppliers across many industry's .
Forum is full of people trying to evade paying valid contracts expecting other users to pay for them .