Broadband help?

Mullarkey89

I don't know if I'm posting in the right area so I apologise if it's not.

On the 27th of January I needed to reduce some of my bills so I rang Virgin Media, my broadband supplier and managed to get a cheaper contract. As of this Monday however we are moving and so this morning I rang to get my broadband moved over only to be informed it's not available in my new area. I now have been told I must pay £240 to disconnect. I signed the contract on the 27th at 13.05 I've been told today the cooling off period is 14 working days, is there any way I don't have to pay this amount?

I have read the emails and there doesn't seem to be any mention of cooling off period in them.

Thanks, Clare

DoaM

The cooling off period is enshrined in legislation ... the Consumer Contracts Regulations.

It's not their fault that you're moving to any area where they can't provide service. Therefore you're bound by the terms of the contract that you're wishing to breach.

Fosterdog

As you were just amending an existing contract it is classed the same as renewing or upgrading so there is no cooling off period as that would have been provided when you first entered the contract and you will have been kept up to date with the terms of service since then.

Unfortunately you will owe them the money to cancel, it's not their fault that you are moving to an area they can't supply and are therefore breaking the contract you agreed to.

[Deleted User]

This comes up with alarming regularity over on the TV, Phone and Broadband board. Unfortunately, the answer is always the same. Reneging on a (new) minimum term incurs a penalty called an Early Termination of Contract fee. By negotiating a reduced bill so close to actually moving (less than a month) you started a new minimum term and now have to pay the maximum ETC of £240. There is no cooling off period for the kind of retention deal you were offered and accepted, that period only applies to new customers.

Virgin would normally offer a free transfer of service to your new address, but as this is not possible you have broken the contract and will have to pay.

Mullarkey89

That's disappointing to hear, but at least now I know.

Thanks for the answers