Virginmedia contract and house move

user1977

pinkshoes said:

user1977 said:

TELLIT01 said:

user1977 said:

Probably better asking on the broadband etc forum. I think in practice virgin do allow you to break the contract if they don't serve your new address, but that's a matter of goodwill rather than something they're contractually required to do. 

Are you really saying that if Virgin, or any other supplier, can't provide the service you are paying for they can continue to charge for it?

They can provide the service you're paying for, it's you that's choosing to leave the property at which the service is provided.

But the OP said:

The house move process was fairly straightforward - Virginmedia said the service was available at the new address and a date was set to do the connection.

So as VM said there WAS a service, and it turns out there wasn't, then surely under these circumstances they ought to cancel the contract?

Not if the contract is to provide the broadband etc to a specific address. They might allow you to move it as a matter of goodwill rather than because they're contractually required to.

prowla

user1977 said:

pinkshoes said:

user1977 said:

TELLIT01 said:

user1977 said:

Probably better asking on the broadband etc forum. I think in practice virgin do allow you to break the contract if they don't serve your new address, but that's a matter of goodwill rather than something they're contractually required to do. 

Are you really saying that if Virgin, or any other supplier, can't provide the service you are paying for they can continue to charge for it?

They can provide the service you're paying for, it's you that's choosing to leave the property at which the service is provided.

But the OP said:

The house move process was fairly straightforward - Virginmedia said the service was available at the new address and a date was set to do the connection.

So as VM said there WAS a service, and it turns out there wasn't, then surely under these circumstances they ought to cancel the contract?

Not if the contract is to provide the broadband etc to a specific address. They might allow you to move it as a matter of goodwill rather than because they're contractually required to.

I'd suggest that it a basis for them to do a goodwill gesture; the OP has acted in good faith, asked Virgin, they've said yes the service can be transferred, and then have come back and said no.

As far as what the Virgin contract says, it doesn't mention changing address at all, so any such alterations are outside of its wording.

user1977

prowla said:

user1977 said:

pinkshoes said:

user1977 said:

TELLIT01 said:

user1977 said:

Probably better asking on the broadband etc forum. I think in practice virgin do allow you to break the contract if they don't serve your new address, but that's a matter of goodwill rather than something they're contractually required to do. 

Are you really saying that if Virgin, or any other supplier, can't provide the service you are paying for they can continue to charge for it?

They can provide the service you're paying for, it's you that's choosing to leave the property at which the service is provided.

But the OP said:

The house move process was fairly straightforward - Virginmedia said the service was available at the new address and a date was set to do the connection.

So as VM said there WAS a service, and it turns out there wasn't, then surely under these circumstances they ought to cancel the contract?

Not if the contract is to provide the broadband etc to a specific address. They might allow you to move it as a matter of goodwill rather than because they're contractually required to.

As far as what the Virgin contract says, it doesn't mention changing address at all, so any such alterations are outside of its wording.

These seem like the most obvious set of terms (possible the OP has something else) - section O covers moving house within/outwith their service area:

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions

tightauldgit

pinkshoes said:

user1977 said:

TELLIT01 said:

user1977 said:

Probably better asking on the broadband etc forum. I think in practice virgin do allow you to break the contract if they don't serve your new address, but that's a matter of goodwill rather than something they're contractually required to do. 

Are you really saying that if Virgin, or any other supplier, can't provide the service you are paying for they can continue to charge for it?

They can provide the service you're paying for, it's you that's choosing to leave the property at which the service is provided.

But the OP said:

The house move process was fairly straightforward - Virginmedia said the service was available at the new address and a date was set to do the connection.

So as VM said there WAS a service, and it turns out there wasn't, then surely under these circumstances they ought to cancel the contract?

I suppose their counter argument would be that whether or not the VM service was available at the address you would still have moved anyway so you're no worse off than you would have been anyway. 

I think legally VM can cancel the contract and charge whatever fees apply - although given the circumstances i'd be surprised if they didn't make some kind of gesture. 

TheGardener

pinkshoes said:

user1977 said:

TELLIT01 said:

user1977 said:

Probably better asking on the broadband etc forum. I think in practice virgin do allow you to break the contract if they don't serve your new address, but that's a matter of goodwill rather than something they're contractually required to do. 

Are you really saying that if Virgin, or any other supplier, can't provide the service you are paying for they can continue to charge for it?

They can provide the service you're paying for, it's you that's choosing to leave the property at which the service is provided.

But the OP said:

The house move process was fairly straightforward - Virginmedia said the service was available at the new address and a date was set to do the connection.

So as VM said there WAS a service, and it turns out there wasn't, then surely under these circumstances they ought to cancel the contract?

It turns out that other properties in the immediate vicinity with the same postcode DO have a service but the 4 properties on the cul-de-sac don't so it was an understandable mistake. As of Feb 22 Virgin will now release people from their contract if they can't provide the service so my neighbour has been refunded and the contract cancelled. BT arrived 2 days later and set up a traditional landline and hub and all is now well. Thank you all for your comments (particularly the one about the changes in Feb 22)