Virgin Contract issues

credit_questions1

Hi All,

We increased our broadband speed (my partner rang about 4 months ago) and Virgin automatically renewed our contract for a year. This was not explained in the call but in the small print of the letter they sent which I did not think to read in detail when it came.

We have just moved house. Two weeks ago I rang Virgin to tell them our new address. We wanted to stay with Virgin for broadband but they do not supply the area for our new house. Virgin then stated we were in contract and owed them £250 now that we had to cancel.

We found a loophole in this as they sent a letter in September (to all customers) raising broadband prices by more than £3.50 per month. The letter stated that we had the right to cancel without fees if we did so before 31st October. We rang back on the same day (as the home move call), quoted this letter to them and they agreed that we could cancel without any fees, in their words "100% no fees".

A nice happy ending - you would think! However, I got a bill through to our new address yesterday for over £250 for cancellation. When I rang customer support (out of hours in the Philippines), they said that because our reason was "move house and to a new provider" in our call logs we couldn't cancel based on the price increase letter so the charges do apply.

Surely the fact we were moving home does not remove us from our statutory right to cancel our contract based on the price increase letter statement? We also have had a call with someone at Virgin already that said to us that we would have "100% no cancellation fee" - surely these calls are recorded?

Despite all the above, I still think it is grossly unfair that we wanted to remain with Virgin but they didn't supply the area we were moving to - as a result we HAD to cancel either way and we are being charged the remainder of our contract length for doing so - a service fee we cannot use.

Any advice appreciated!

Thanks!

JJ_Egan

Supply to house A you owe the balance of the contract if you decide to move .See multiple identical posts its not VMs fault you moved .

Looks like you cancelled .Then found latter you could have used a price increase to cancel penalty free .VM are saying they have the call logs that prove you cancelled without going down that route .

mije1983

credit_questions1 wrote: »

Despite all the above, I still think it is grossly unfair that we wanted to remain with Virgin but they didn't supply the area we were moving to - as a result we HAD to cancel either way and we are being charged the remainder of our contract length for doing so - a service fee we cannot use.

YOU chose to move. Virgin had no say in the matter. You agreed a legally binding (it's amazing how many people don't think this through or read it) contract for a service at your current address. Virgin have never agreed to supply you at your new address.


On the price rise point, why don't you call back and say the house move has fallen through so you no longer need to cancel. Then follow the price rise cancellation instructions after the cancellation has been cancelled.