Virgin Vroadband Exit Penalty!

sliyk

Hi Guys,
I thought I would share my plight with you

I signed up to virgin media in september. I was told by the sales rep (Jonathan L) that My new home which was being built will have Virgin by the time (December 2017) when I move there so I should sign up and I will be able to take my services with me. I have moved to my new home in December there is no service here to my address. Virgin have cancelled my previous address service and have slapped me with a 15 month contract exit penalty. I have spoken to them on the customer services helpline multiple times and for over 30 mins, they just say they will not waive the fee. I explained it to them multiple times that their sales person gave me the wrong information saying I will be able to take my services with me by December to no avail. I have also offered them to freeze my account until my house is wired up to VM services but no they have just cancelled the contract and are asking me to pay up.

Browntoa

Do you have anything in writing from them , if not then you are fighting a losing battle

AndyPK

can't you continue to pay a monthly fee, and then when you are connected, all will be good.

Better than wasting £100's

[Deleted User]

Do VM provide cabling to your new address?
Have you checked this to confirm?

If not, then VM are correct - if you move and services cannot be provided at your new address then you are responsible for any exit and early termination fees

sliyk

I managed to get it resolved through the resolver portal of this website. VM customer care gave me a call and agreed that I was given insufficient information by the sales person. They refunded me the amount. Resolver is very effective!