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Virgin forcing a new 12 month contract

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A friend has been with Virgin for over 10 years and looking to move in 2 to 3 months and unsure if she will be in a Virgin area
she is wanting to drop the 2 tv package boxes and stay with the broadband until she moves.
it's taken 2 calls over 2 days and about 2 hours in total to speak to an advisor about the situation.
Virgin stated that she should take a 2 month credit for the tv and then must go back to paying for tv or she could downgrade to Internet only but she would forced into a 12 month contract even though she is moving.

At this point she passed the phone to me and the call center operator got really snotty. I asked if it was legal to push a customer into a year's contract when they are moving home and I got tons of grief, stating they were in their rights to do so and that the manager was being very generous in offering 2 months of free tv. I did explain that the tv was not required and the operator got even worse.

So my question is, is it legal for Virgin to force her into a new contract when she is moving.
Also why does anyone stay with Virgin when the customer service is so disgraceful. I thought Virgin was a good firm but I wouldn't use them after this service.
Ta. G
never take advice from broke or unsuccessful people

Jim Rohn

Comments

  • mije1983
    mije1983 Posts: 3,665 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker Name Dropper
    I can't see where they are forcing her to do anything (unless I'm missing something). She wants to change her package, not Virgin.

    Surely if she doesn't want a new contract as she is moving, then she just keeps her package as it is now? Then cancel when she moves? I'm not sure why this isn't the preferred and first option for her, especially if it's not costing her for the TV.

    It does sound like you may have inflamed the situation though by implying they were acting illegally (which they are not). Would you not be slightly put out if someone suggested you were behaving illegally in your job when you weren't? And of course they are right, they have no obligation to offer your friend any sort of discount at all.
  • giraffe69
    giraffe69 Posts: 3,603 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    As presumably the minimum term finished many moons ago what is wrong with giving 30 days notice to end it?
    Isn't the problem coming about because of a change? Better to wait and end it at point of move.
  • bengalknights
    bengalknights Posts: 5,021 Forumite
    Part of the Furniture 1,000 Posts
    I would suggest she gives the 30 days notice to cancel the contract by time its cancelled she can then just other options
  • gibby
    gibby Posts: 426 Forumite
    mije1983 wrote: »
    I can't see where they are forcing her to do anything (unless I'm missing something). She wants to change her package, not Virgin.

    Surely if she doesn't want a new contract as she is moving, then she just keeps her package as it is now? Then cancel when she moves? I'm not sure why this isn't the preferred and first option for her, especially if it's not costing her for the TV.

    It does sound like you may have inflamed the situation though by implying they were acting illegally (which they are not). Would you not be slightly put out if someone suggested you were behaving illegally in your job when you weren't? And of course they are right, they have no obligation to offer your friend any sort of discount at all.

    She is not wanting a discount at all. She just wants to remove tv from the package.
    I was just surprised that they told me she MUST go into a new 12 month contract if she removes the tv.
    This is why I'm asking if it's legal especially when she told them she is moving in a few months
    never take advice from broke or unsuccessful people

    Jim Rohn
  • giraffe69
    giraffe69 Posts: 3,603 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    If you wish to change the terms and conditions i.e. no TV then you are changing your package so yes legal for it to be a new contract.
    Why should Sky listen to "I'm probably moving in a few months time" It means nothing except an expression of intent.
    Just giving notice would be a simple solution without all the self induced aggravation.
  • mac.d
    mac.d Posts: 1,387 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    gibby wrote: »
    She just wants to remove tv from the package.
    I was just surprised that they told me she MUST go into a new 12 month contract if she removes the tv.
    This is why I'm asking if it's legal especially when she told them she is moving in a few months
    That's generally just the way service contracts like these work, if you request a change to a contract, it usually automatically results in a new 12-month contract.

    As already suggested, either she can give them 30-days notice right now to cancel it, or just continue the contract as it is, until such time as she is moving (remembering to give them the 30-day notice of cancellation).
  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    A home move will also result in a new 12m contract, unless you are with Sky-this is standard with almost every other provider. If she moves to a non-VM area, then she will be charged the full ETC due for the remainder of the new minimum term, 9 months or so. So she'd be better to leave it alone until she knows where she is moving to and whether she can get VM service there.
    No free lunch, and no free laptop ;)
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