Virgin media contract help

JessIbbo

Unfortunately I’m having issues with Virgin Media and have been completely disgusted by their customer service. 

At the start of the year I tried to cancel my contract due to the price increase. I was told if I did this then I would be charged £200-ish disconnection fee. I fought for 3 hours on the phone to be able to cancel for free but only managed to get a slight discount as everyone I was talking to was refusing to cancel without a charge. 

That discount only lasted until August 2021 but my actual contract ends March 2022. I was lead to believe that if there was an increase in price I had 30 days to cancel this without a fee but once again they are now trying to charge be £150 for a disconnection fee. I was told on the phone if I wanted to cancel without a fee I should have done it back in March, which is what I tried to do but they refused and said there would be a charge!!! I believe they are only doing this because I stated I am moving house and unable to take the service with me. 

I'm so mad I was lied to and unable to cancel for free when I could have. What’s the best way to get this resolved? Is there any third party I can get in contact with?
I’m so sick of dealing with them, I always end up coming off the phone crying due to stress and just want this to be over and done with and never have to deal with this company again. 

Any help would be greatly appreciated 

JJ_Egan

Pay off the balance and move and you are over and done .

MOVING HOUSE   then you are going to have to pay off the balance of the contract anyway .

Where are you getting this i believe 30 days from ??

Contracts either have a built in yearly price increase with no get out .

Or are in contract price increases with 30 days to notify from the price increase email .

Discount more than likely started a new contract with different terms .

CHECK your actual contract .

Third party yes after you have gone through VMS  complaint process 8 weeks then refer to Ofcom . Who may not agree with you .

ann_droid

Hi
I transferred to an OpenReach ISP, therefore for a short time had both VM and OR.
Duplicate cost, but peace of mind once the OR connection stabilised.

So you can get BB for circa £25 pcm (there are deals with a voucher etc to make this seem like £20) and if the install happens in September then that is £150 ish until March 2022. Cancel your VM in February and breathe easily.

So is it worth £150 to leave Virgin Media and settle in with an OR ISP?

[Deleted User]

JessIbbo said:

Unfortunately I’m having issues with Virgin Media and have been completely disgusted by their customer service. 

At the start of the year I tried to cancel my contract due to the price increase. I was told if I did this then I would be charged £200-ish disconnection fee. I fought for 3 hours on the phone to be able to cancel for free but only managed to get a slight discount as everyone I was talking to was refusing to cancel without a charge. 

That discount only lasted until August 2021 but my actual contract ends March 2022. I was lead to believe that if there was an increase in price I had 30 days to cancel this without a fee but once again they are now trying to charge be £150 for a disconnection fee. I was told on the phone if I wanted to cancel without a fee I should have done it back in March, which is what I tried to do but they refused and said there would be a charge!!! I believe they are only doing this because I stated I am moving house and unable to take the service with me. 

I'm so mad I was lied to and unable to cancel for free when I could have. What’s the best way to get this resolved? Is there any third party I can get in contact with?
I’m so sick of dealing with them, I always end up coming off the phone crying due to stress and just want this to be over and done with and never have to deal with this company again. 

Any help would be greatly appreciated 

I'm a bit confused.

The Virgin Media price rises announced at the start of this year came into force on the 1st March if you were out of contract or whenever your minimum period ends if you were still in a contract.

You said you were going to be charged a £200 disconnection fee earlier this year which means you were still in contract at the time you were trying to cancel because of the price rise, but the price rise wouldn't have affected you until the end of your contract anyway?

Then you say your contract ends March 2022 - is that the same contract that was in force when you were trying to leave earlier this year or a new 12 month one that you took out in March 2021 this year?

JessIbbo

[Deleted User] said:

JessIbbo said:

Unfortunately I’m having issues with Virgin Media and have been completely disgusted by their customer service. 

At the start of the year I tried to cancel my contract due to the price increase. I was told if I did this then I would be charged £200-ish disconnection fee. I fought for 3 hours on the phone to be able to cancel for free but only managed to get a slight discount as everyone I was talking to was refusing to cancel without a charge. 

That discount only lasted until August 2021 but my actual contract ends March 2022. I was lead to believe that if there was an increase in price I had 30 days to cancel this without a fee but once again they are now trying to charge be £150 for a disconnection fee. I was told on the phone if I wanted to cancel without a fee I should have done it back in March, which is what I tried to do but they refused and said there would be a charge!!! I believe they are only doing this because I stated I am moving house and unable to take the service with me. 

I'm so mad I was lied to and unable to cancel for free when I could have. What’s the best way to get this resolved? Is there any third party I can get in contact with?
I’m so sick of dealing with them, I always end up coming off the phone crying due to stress and just want this to be over and done with and never have to deal with this company again. 

Any help would be greatly appreciated 

I'm a bit confused.

The Virgin Media price rises announced at the start of this year came into force on the 1st March if you were out of contract or whenever your minimum period ends if you were still in a contract.

You said you were going to be charged a £200 disconnection fee earlier this year which means you were still in contract at the time you were trying to cancel because of the price rise, but the price rise wouldn't have affected you until the end of your contract anyway?

Then you say your contract ends March 2022 - is that the same contract that was in force when you were trying to leave earlier this year or a new 12 month one that you took out in March 2021 this year?

Thanks for your reply. 

I first rang up on the 23rd Feb to try and cancel due to the March price increase but was told I was unable to and that a charge would be enforced. Instead they said they would only add a discount but could not waiver the cancellation charge. 

I had renewed my contract with virgin media on October 7th 2020 for an 18 month contract so the price increase did apply. 

[Deleted User]

JessIbbo said:

[Deleted User] said:

JessIbbo said:

Unfortunately I’m having issues with Virgin Media and have been completely disgusted by their customer service. 

At the start of the year I tried to cancel my contract due to the price increase. I was told if I did this then I would be charged £200-ish disconnection fee. I fought for 3 hours on the phone to be able to cancel for free but only managed to get a slight discount as everyone I was talking to was refusing to cancel without a charge. 

That discount only lasted until August 2021 but my actual contract ends March 2022. I was lead to believe that if there was an increase in price I had 30 days to cancel this without a fee but once again they are now trying to charge be £150 for a disconnection fee. I was told on the phone if I wanted to cancel without a fee I should have done it back in March, which is what I tried to do but they refused and said there would be a charge!!! I believe they are only doing this because I stated I am moving house and unable to take the service with me. 

I'm so mad I was lied to and unable to cancel for free when I could have. What’s the best way to get this resolved? Is there any third party I can get in contact with?
I’m so sick of dealing with them, I always end up coming off the phone crying due to stress and just want this to be over and done with and never have to deal with this company again. 

Any help would be greatly appreciated 

I'm a bit confused.

The Virgin Media price rises announced at the start of this year came into force on the 1st March if you were out of contract or whenever your minimum period ends if you were still in a contract.

You said you were going to be charged a £200 disconnection fee earlier this year which means you were still in contract at the time you were trying to cancel because of the price rise, but the price rise wouldn't have affected you until the end of your contract anyway?

Then you say your contract ends March 2022 - is that the same contract that was in force when you were trying to leave earlier this year or a new 12 month one that you took out in March 2021 this year?

Thanks for your reply. 

I first rang up on the 23rd Feb to try and cancel due to the March price increase but was told I was unable to and that a charge would be enforced. Instead they said they would only add a discount but could not waiver the cancellation charge. 

I had renewed my contract with virgin media on October 7th 2020 for an 18 month contract so the price increase did apply. 

So what I'm saying is that if you renewed as a fixed price contract in Oct 2020, you were not getting a price increase during your fixed price contract period therefore you were never entitled to a 30 day window to leave without penalty.

The price increase has not been applied to you yet and won't be until you are end of contract. The only customers that got the price rise immediately were those out of contract or not paying a fixed price contract - the latter being entitled to end the contract penalty free.

The price increase will come into play at the end of your contract ie March 2022 - and as far as I can see that is still the case because you haven't mentioned the price rise being applied to your contact. At that point you are free to leave Virgin anyway because you will be out of contract.

Whoever said you should have cancelled in March for free seems to be wrong from what I can gather, seeing your actual full contract is the only way to be sure about what it right / wrong.

JessIbbo

[Deleted User] said:

JessIbbo said:

[Deleted User] said:

JessIbbo said:

Unfortunately I’m having issues with Virgin Media and have been completely disgusted by their customer service. 

At the start of the year I tried to cancel my contract due to the price increase. I was told if I did this then I would be charged £200-ish disconnection fee. I fought for 3 hours on the phone to be able to cancel for free but only managed to get a slight discount as everyone I was talking to was refusing to cancel without a charge. 

That discount only lasted until August 2021 but my actual contract ends March 2022. I was lead to believe that if there was an increase in price I had 30 days to cancel this without a fee but once again they are now trying to charge be £150 for a disconnection fee. I was told on the phone if I wanted to cancel without a fee I should have done it back in March, which is what I tried to do but they refused and said there would be a charge!!! I believe they are only doing this because I stated I am moving house and unable to take the service with me. 

I'm so mad I was lied to and unable to cancel for free when I could have. What’s the best way to get this resolved? Is there any third party I can get in contact with?
I’m so sick of dealing with them, I always end up coming off the phone crying due to stress and just want this to be over and done with and never have to deal with this company again. 

Any help would be greatly appreciated 

I'm a bit confused.

The Virgin Media price rises announced at the start of this year came into force on the 1st March if you were out of contract or whenever your minimum period ends if you were still in a contract.

You said you were going to be charged a £200 disconnection fee earlier this year which means you were still in contract at the time you were trying to cancel because of the price rise, but the price rise wouldn't have affected you until the end of your contract anyway?

Then you say your contract ends March 2022 - is that the same contract that was in force when you were trying to leave earlier this year or a new 12 month one that you took out in March 2021 this year?

Thanks for your reply. 

I first rang up on the 23rd Feb to try and cancel due to the March price increase but was told I was unable to and that a charge would be enforced. Instead they said they would only add a discount but could not waiver the cancellation charge. 

I had renewed my contract with virgin media on October 7th 2020 for an 18 month contract so the price increase did apply. 

So what I'm saying is that if you renewed as a fixed price contract in Oct 2020, you were not getting a price increase during your fixed price contract period therefore you were never entitled to a 30 day window to leave without penalty.

The price increase has not been applied to you yet and won't be until you are end of contract. The only customers that got the price rise immediately were those out of contract or not paying a fixed price contract - the latter being entitled to end the contract penalty free.

The price increase will come into play at the end of your contract ie March 2022 - and as far as I can see that is still the case because you haven't mentioned the price rise being applied to your contact. At that point you are free to leave Virgin anyway because you will be out of contract.

Whoever said you should have cancelled in March for free seems to be wrong from what I can gather, seeing your actual full contract is the only way to be sure about what it right / wrong.

My monthly price was going to increase in March 2021 even though I agreed a new 18 month contract in October 2020.  

Virgin told me I was unable to cancel without a fee but they said they would give me a 6 month discount until August 2021 which I ended up agreeing to due to them refusing to cancel without fee. 

Now it is September so I’m paying the full amount that it was meant to be in March 2021 that it increased. 

So surely if my price went up in March 2021 like most Virgin customers, Virgin were wrong in telling me I couldn’t cancel without a fee even though I rang up 23rd Feb to do so?