Virgin Media - Contract Issues

ericcantona7_2

Can anyone please advise?

We are currently VM customers. We are moving to a new build on an established street. The street has VM. The VM box is a yard from our new drive. VM are unable to tell us if they can reconnect us at the new address and want to charge a disconnection fee of £240. Customer Service is non-existent.

Has anyone found a way around anything similar?

Neil_Jones

ericcantona7_2 said:

Can anyone please advise?

We are currently VM customers. We are moving to a new build on an established street. The street has VM. The VM box is a yard from our new drive. VM are unable to tell us if they can reconnect us at the new address and want to charge a disconnection fee of £240. Customer Service is non-existent.

Has anyone found a way around anything similar?

Very common question.  The very common answer is:  Service is to your old address, you are moving to an area Virgin don't supply (by accident, design or whatever), that's not a fault of their making, you are the one that is moving and breaking the original contract and by doing so, fees will apply.

Many examples still exist on estates where a house was left out for some reason lost to the mists of time, usually because it didn't exist at the time (such as if a new house was built in place of a corner shop or whatever) of the original cabling or some other objection/object/situation occurred and it was never done.

You need to clarify whether Virgin will do whatever is needed to connect you at the new address so you can continue to receive your services.  If they won't do it because they can't/won't/don't want to, then you're going to be out of luck.

ericcantona7_2

Thanks, Neil - some helpful comments.

I totally accept that I am moving and I am breaking the contract.

The issue is we are unable to get a response from Virgin as to if they can/will/don't want to reconnect us. Their customer service is non-existent. We have been trying for nearly three weeks. 

I think I might have a claim if they charge me a disconnection fee and then later I can show that they could have transferred my service?

JJ_Egan

What happens if you put the address in the VM checker .

ericcantona7_2

JJ_Egan said:

What happens if you put the address in the VM checker .

The house number doesn't come up yet

Bigphil1474

OP, log into your 'MyVirgin' account, and use the chat function to speak to their customer service. Far quicker and easier than ringing them.