Virgin Media

Lenzar

Due to circumstances beyond my control, I am moving home to a part of the country that does not currently have access to Virgin Media's services. Therefore, I'm seeking to cancel my subscription.

I went to check what my subscriptions actually are and I'm horrified to see that I apparently agreed to a new contract on 8th December 2021!

On that day, or at least around it, I did actually phone VM and asked to reduce my package to save money. The lady on the other end of the phone, not wanting for VM to lose money, told me that she would arrange for me to be sent an upgraded router and replacement TIVO remote.

I have Autism and find using the phone difficult at the best of times. The lady on the phone spoke quickly and apparently I have not grasped the finer details. I did not realise that agreeing to a new router and remote, as well as a slightly reduced landline package (I never use it anyway), would constitute an entire new contract. I'm guessing that was among what I was being told, but as I said she spoke quickly and I could not understand exactly what she was saying.

It is not my fault that I am moving. My home was sold and the new landlord decided he wants me out.

Is there anyone I can speak to regarding getting out of this massive unwanted contract? I've stuck with VM for years now, and I would have stayed if I could have, but the new property does not have the necessary cables. This is also not my fault.

Neil_Jones

This comes up regularly.  It basically boils down to not Virgin's problem you are moving (by choice or otherwise) to an area that they don't supply.

You should have had an email saying what was going to happen around that time, but as a general rule if you change your package or agree to change your package it will usually almost always instigate a new contract, especially if it involves money off what you're already paying.  No such thing as a free lunch.

Lenzar

I've checked and I never actually got the new contract through email. I know they'll argue that I agreed over the phone, but the first I knew of it was earlier tonight when I looked on the website.

Anon

Sorry to hear this, it highlights why we need to check emails and online accounts/contracts after any changes to services.

Virgin have just announced price rises for customers (for those on fixed promotions, the price won't apply until that deal ends - but still given a chance to leave) - have you received notification? If yes, what does the email say? For most people it is giving the option to leave without penalty (even customers on the fixed promotion price), so it may just have happened at the right time to give you an opportunity to leave? It is worth checking anyway.

Chooru

Call them up and explain you're moving and see what they can do.

I left Sky under similar circumstances (bought a new home and I couldn't get Sky Fibre there - only Virgin) and Sky cancelled my contract charge free.