Moving Home - Virgin Media

SAB82

Hi. I was just wondering if anyone has encountered this before and let me know if I just have to accept this or if something can be done? 

I am moving home in the next few weeks. We have been with Virgin Media for a long time for tv/phone/internet. However, our new property is not in their serviceable area. We called them to discuss this and they have informed us that we would have to pay £264 to cancel our contract. We are not cancelling out of choice - we would have remained with them if we could but they can not provide the service so it seems unfair that we would have to pay such a large price for this. 

Any guidance or experiences much appreciated. 

JJ_Egan

No as per multiple posts its you moving and not VM .

Contract is for current address not any place in the UK .

They can supply the service as agreed its you who decided to move to a non VM enabled area .

https://forums.moneysavingexpert.com/discussion/6239833/virgin-media-moving-house-still-in-contract-not-available#latest

https://forums.moneysavingexpert.com/discussion/6261677/exit-fee-virgin-media-moving-home-but-they-dont-provide-service-on-new-flat#latest

Neil_Jones

SAB82 said:

Hi. I was just wondering if anyone has encountered this before and let me know if I just have to accept this or if something can be done? 

I am moving home in the next few weeks. We have been with Virgin Media for a long time for tv/phone/internet. However, our new property is not in their serviceable area. We called them to discuss this and they have informed us that we would have to pay £264 to cancel our contract. We are not cancelling out of choice - we would have remained with them if we could but they can not provide the service so it seems unfair that we would have to pay such a large price for this. 

Any guidance or experiences much appreciated. 

You agreed to it when you took your latest offer with them.

And you're moving to an area Virgin don't supply.  With all due respect, who's fault decision was that?

PZ19

Neil_Jones said:

SAB82 said:

Hi. I was just wondering if anyone has encountered this before and let me know if I just have to accept this or if something can be done? 

I am moving home in the next few weeks. We have been with Virgin Media for a long time for tv/phone/internet. However, our new property is not in their serviceable area. We called them to discuss this and they have informed us that we would have to pay £264 to cancel our contract. We are not cancelling out of choice - we would have remained with them if we could but they can not provide the service so it seems unfair that we would have to pay such a large price for this. 

Any guidance or experiences much appreciated. 

You agreed to it when you took your latest offer with them.

And you're moving to an area Virgin don't supply.  With all due respect, who's fault is that?

Very harsh to say who’s fault is that..when moving house, whether it has virgin connection is probably not on the list of requirements of what the house should have 😀

Neil_Jones

Maybe "fault" was the wrong word in hindsight.  I've changed it to 'decision' in my post, but left fault struck out for transparency

matelodave

It's in virtually all of the broadband, SKY and Vigin contracts (although most people dont have too much difficuly with SKY so long as there's line of sight to the satellites).

Neil isn't being harsh he is just pointing out that if yo take out a contract then the conditions must be fulfilled by both parties. The fact that the OP is moving to an area not served by Virgin is not down to Vigin, but the OP. This problem comes up time and time again and the answer is always the same.

JJ_Egan

Internet service must be one of the things looked at in the current times , or is it still a niche product that nobody uses much ??

Chino

matelodave said:

It's in virtually all of the broadband, SKY and Vigin contracts

Not in the case of Sky broadband. From clause 10(c)(iii) of the SKY BROADBAND AND SKY TALK Terms and Conditions:

(c) You can end this Contract without incurring early termination charges during your Minimum Term if:
...
(iii) Condition 4(b)(ii) applies (you are moving home and the Product you are subscribing to is not available at your new Address);

iniltous

Chino said:

matelodave said:

It's in virtually all of the broadband, SKY and Vigin contracts

Not in the case of Sky broadband. From clause 10(c)(iii) of the SKY BROADBAND AND SKY TALK Terms and Conditions:

(c) You can end this Contract without incurring early termination charges during your Minimum Term if:
...
(iii) Condition 4(b)(ii) applies (you are moving home and the Product you are subscribing to is not available at your new Address);

The difference of course is that because Sky use Openreach local loops, and BT/OR have a universal service obligation, that there is virtually no addresses that will not have access to Sky services via Openreach, so although there may be a technical Sky exemption , in practice, if you move with Sky , they will almost certainly be able offer service at the new address, unlike Virgin, where they have concentrated their network to high population density areas, and (AFAIK ) cover 50-60%  of the population, so moving address with VM there is a good chance the new address won’t have access to VM.
When this question comes up , generally if it’s VM being accused of unfair , it’s because the new address isn’t covered by Virgin, if it’s anyone else being accused it’s because the service isn’t comparable ( slower ) at the new address compared to the address the complainant is leaving.