EE and Virgin Media fined for overcharging customers - MSE News 16 November 2018 at 10:12AM in Broadband & Internet Access 9 replies 1.5K views

Former_MSE_Callum

The communications watchdog has fined EE and Virgin Media a combined total of £13.3m for overcharging phone and broadband customers who wished to leave their contracts early...

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'EE and Virgin Media fined for overcharging customers'

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oldagetraveller

"At no point when I signed up to my contract was I made aware of the liability of these hefty exit fees."
What's the betting there's a clause about this in the Ts and Cs you read and agreed to when you signed up?

molerat

The problem is that if that information is actually there they do not make it very easy to find, likely buried somewhere in multiple click through links. From experience with EE there are no e-mails or letters with that information on them. In contrast I have just renewed with Plusnet and the monthly terms and early termination costs are clearly spelled out in a one page e-mail. The fines are not for not showing the charges at all but "failing to make clear".

TREVORCOLMAN

I guess the prices will have to go up again to cover the cost of the fine?

:mad:

oldagetraveller

"The problem is that if that information is actually there they do not make it very easy to find, likely buried somewhere in multiple click through links."


Yes, most organisations do just that.

However, the relevant information about early termination is quite prominent at the bottom of VM's home page.
Whether it's been there all the time or now added due to the "fine", who knows?
The post from which I quoted has disappeared anyway. Just to add, I'm not a VM customer.

Marvel1

Price increase on it's way soon to make up for it.

boatman

If you cancel early, you should not pay more than you would have done had you stayed. But in many cases this has not been true, and now the companies having taken more money than they were due are now complaining!!!??


EE for example, £40/month contract with £15 off = £25/month.
But if you cancelled early they charged people £40/month for the remaining months, not £25. Just wrong.

jd4044

Hi, I am a newbie,joined Forum as need help with Virgin Media Business Termination Charges, astronomical and won't budge, even though they couldn't service my new address.
Thanks to anyone who could give me any advice or help with dealing with them as I am looking down the barrel of a £900 plus charge to end contracts & they are still supplying to an address I moved out of two months ago even though I have told them repeatedly before and after the move that we are no longer living there.

[Deleted User]

jd4044 wrote: »

Hi, I am a newbie,joined Forum as need help with Virgin Media Business Termination Charges, astronomical and won't budge, even though they couldn't service my new address.
Thanks to anyone who could give me any advice or help with dealing with them as I am looking down the barrel of a £900 plus charge to end contracts & they are still supplying to an address I moved out of two months ago even though I have told them repeatedly before and after the move that we are no longer living there.

This is a consumer website, not a business oriented one. I doubt that anyone can directly help beyond possibly pointing you to a more appropriate site.

pmduk

Even the now-dropped Ofcom investigation into these termination charges was only investigating the effect on consumers. I suspect the cost of moving telecoms is one of the costs involved in moving business premises.