virgin media dispute

luke1988

Good afternoon all,

Need some advice on what to do please, i had a virgin media package and wanted to take it with us when we moved house
after we moved virgin were coming to install at the new house on a friday but on the thursday they phoned to say it will cost too much to dig up the pavement to install the cables so we couldnt go any further with the install. But today after 2 weeks have taken out 220 pound from my bank account as a cancellation fee when its not our fault . Phoned them to say this and they have said theres nothing they can do and we have to pay it can someone please help me on this and advise on what to do next were not at fault so why should we pay the cancellation fee

jem16

luke1988 wrote: »

But today after 2 weeks have taken out 220 pound from my bank account as a cancellation fee when its not our fault .

Presumably this is an early termination fee for cancelling the contract at your previous address?

If so then it is your fault as you are moving house and have broken the terms of the contract you signed up for which was to provide services at your previous address.

can someone please help me on this and advise on what to do next were not at fault so why should we pay the cancellation fee

So who is at fault if not you? It's not Virgin Media.

The cancellation fee is due and now you need to pay it.

luke1988

Hello gem we asked to transfer the contract over as we wanted to take virgin media with us but they wernt able to give us the service at the new house because of the cost which surely isnt our fault ??

luke1988

Forgot to mention that they cancelled it as they couldnt install and were sending out a courier to pick up the tivo box and router

jem16

luke1988 wrote: »

Hello gem we asked to transfer the contract over as we wanted to take virgin media with us but they wernt able to give us the service at the new house because of the cost which surely isnt our fault ??

Virgin ( like most providers ) will allow you to transfer over your contract if they can provide the services at the new address. They obviously cannot without too high an expense so yes they can say no and it is not their fault.

You moved house and broke your original contract so they do have a right to charge cancellation fees.

Kynthia

You signed a contract that they would provide you media services at your address in exchange for a fee. You are changing this contract by moving. If you were moving somewhere they could continue to provide the service then they would allow you to transfer the service to your new address, but you aren't. So you are ending the contract you signed up to early.

cajef

luke1988 wrote: »

Hello gem we asked to transfer the contract over as we wanted to take virgin media with us but they wernt able to give us the service at the new house because of the cost which surely isnt our fault ??

But you moved house which was your choice, it is not their fault that they could not supply the service to your new address, therefore they cancelled your contract which was presumably mid-term and have charged you the cancellation fee.

knightstyle

Post on here and someone from Virgin will sort it, hopefully!
http://community.virginmedia.com/t5/custom/page/page-id/CommunityHubForums