Virgin Media Cancellation Penalties

pphillips

Anyone else been penalised for cancelling Virgin Media after changing their services?

A few months ago my dad changed his services to get a price reduction but now when he decides to cancel, Virgin Media say he took out a new 12 month contract - although this was not explained to him at the time and he never received the new contract.

littleboo

It's normal that a change of this type will trigger a new minimum term, that should have been made clear on the call.

[Deleted User]

littleboo wrote: »

It's normal that a change of this type will trigger a new minimum term, that should have been made clear on the call.

It will have been made clear and the recording of the call will, of course, bear this out..

pphillips

Thanks! I had no idea that Virgin Media employees were infallible.

onomatopoeia99

pphillips wrote: »

Thanks! I had no idea that Virgin Media employees were infallible.

My recollection of dealing with VM for work is that they have a lot of text on the script that they have to read at certain points, like when the customer has to commit to a change in the contract. If it's not a script and they can ad lib then it certainly didn't sound like it, especially the bits where she said to me "I have to read this out now".

They certainly aren't infallible in my experience, but that mainly concerns doing what they say they will rather than reading the script correctly. They seem pretty good at reading text from a screen.

[Deleted User]

pphillips wrote: »

I had no idea that Virgin Media employees were infallible.

Are you saying your Dad is infallible then?

Ask yourself which is more likely, the call centre operator failed to read the script terms and conditions or your Dad simply doesn't remember ?

He won't have been sent a "new" contract because it is simply an extension of his current one.

Regardless, he'll now have to pay an Early Termination of Contract (ETC) fee if he wants to leave.

My advice is simply to leave things in place unless he's actually leaving his current property.

pphillips

Not at all, I'm saying I don't trust Virgin Media.
Maybe he had difficulty understanding someone with a strong accent or maybe the terms were read out too quickly.
Let's see what the recording reveals...

[Deleted User]

pphillips wrote: »

Not at all, I'm saying I don't trust Virgin Media.

Why wouldn't you "trust"a well known Telco provider?
It's hardly a scam operator..

I'm also certain any recording you demand will support the operator rather than your father...

pphillips

I've had a few run ins with Virgin Media over the years when they've tried to wriggle out of delivering on their promises.
I don't know how you could be certain that the recording will support Virgin Media when you havent listened to it.
If you worked as a judge then this could save so much court time because you seem able to reach conclusions without having to waste time hearing the evidence.

custardy

pphillips wrote: »

I've had a few run ins with Virgin Media over the years when they've tried to wriggle out of delivering on their promises.
I don't know how you could be certain that the recording will support Virgin Media when you havent listened to it.
If you worked as a judge then this could save so much court time because you seem able to reach conclusions without having to waste time hearing the evidence.

Well I have been with them 20 years (from the Telewest days) and every time a change has been made the change in contract terms (if applicable) has been explained.
Used to be a letter sent out,now emails given Im paperless.
I can also log in and see my existing deal,contract term and end dates for any loyalty discounts

[Deleted User]

pphillips wrote: »

I don't know how you could be certain that the recording will support Virgin Media when you havent listened to it.

Because I know that Virgin call centre operators work from a script and I doubt that operator would risk the sack rather than tell your father he was effectively agreeing to a new minimum term on his existing contract.

By all means return to tell me the operator spoke too quickly (in your opinion) or with an unintelligible regional accent.

Neither will wash I'm afraid, if your father wants to leave he'll have to pay an ETC.

I'm not a Judge but if I were you, I'd tell all your friends and family to only use a Telco operator you "trust" although I think they are all the same in this regard.

custardy wrote: »

Well I have been with them 20 years (from the Telewest days) and every time a change has been made the change in contract terms (if applicable) has been explained.

I've been with them since they were "Cable North West" and have the same experience.