Virgin Media Cancellation Fee

visidigi

adding addons such as 0845 etc shouldnt extend your contract, changing the level of service, taking on a bundle change or getting a loyalty discount will indeed result in a new contract period.

You'd need to specify exactly what you changed back in January, it sounds like there is something that would require a contract extension to occur.

Buzby

Have a look at the 'Welcome to Virgin' letter that was sent confirming your change of package. Within it, it explains the minimum term process and often provides the dates for each service element (if different). As they sent this to all customers to prevent the issues you complain of, did you not recieve it?

Mark_In_Hampshire

mrtesttube wrote: »

Hello folks,

I hope someone could advise me or perhaps share similar experiences.

I joined Virgin Media (home, telephone and broadband) in January 2010. In January 2011, I changed my phone package (adding on 0845 numbers etc.) and tv package. I was not informed at the time that I would be signing up to another 12 month contract!

I moved to sky last month and lo and behold on my final virgin media bill, I have been presented with £85 worth of contract termination fees (for all 3 services) - despite having been with virgin for over 20 months!

It gets better, their Indian call centre ("Fahimi")assistant informed me that I had agreed to a new contract in January 2011 when I had made changes. I did not agree to this, it was not mentioned on the telephone call (although "Nicola" at the time placed notes on my account saying that it was!) and I never received an email/letter confirming this. Surely making changes to your package at the end of a 1 year contract does not automatically sign you up to a new one! I definitely was not told this otherwise I would have cancelled my services there and then.

I complained to Fahimi who basically told me I had 2 options: pay the fees or within 21 days my account will be referred to a debt collector. I asked who can I complain to as this was totally unfair, only to be told that "I had no right to complain as I am no longer a customer"...

I am shocked and horrified at Virgin Media at this. I paid all my bills on time and do not expect to be treated like this. Nowhere in their terms and conditions does it state that if I alter my products and services, no matter how minor a change, will I be placed on a new contract without being discussed or agreed to.

Has anyone had similar experiences? I am adamant that I will not pay these charges and have written a complaint to Virgin requesting proof that a new contract was agreed (recorded phonecalls ideally). Failing a satisfactory response, I shall report this to OFCOM and anyone else who will listen to me rant and rave

The bit I bolded above is very common. It seems to be the case that providers progressively take the proverbial until they're all at it, and then it seems to seep into collective conciousness that every package change = an automatic ripoff somewhere. It's just, well, normal. We should "expect" it. It's all "our fault" for not spotting the pitfall somehow.

Whilst not perhaps very constructive (you and others judge!) in "he said" and "it's my word against theirs" cases, if I know I'm right then I send one single letter stating my case, by recorded delivery, then simply pop their and debt collection agency letters in the bin. I have better things to do and if anyone turned up on my doorstep seeking payment of the "debt" they'd get a piece of my mind

So far as I know, Virgin Media data is not held on credit reference files. But if it matters, do check that.

Not_impressed_5

mrtesttube wrote: »

Hello folks,

I hope someone could advise me or perhaps share similar experiences.

I joined Virgin Media (home, telephone and broadband) in January 2010. In January 2011, I changed my phone package (adding on 0845 numbers etc.) and tv package. I was not informed at the time that I would be signing up to another 12 month contract!

I moved to sky last month and lo and behold on my final virgin media bill, I have been presented with £85 worth of contract termination fees (for all 3 services) - despite having been with virgin for over 20 months!

It gets better, their Indian call centre ("Fahimi")assistant informed me that I had agreed to a new contract in January 2011 when I had made changes. I did not agree to this, it was not mentioned on the telephone call (although "Nicola" at the time placed notes on my account saying that it was!) and I never received an email/letter confirming this. Surely making changes to your package at the end of a 1 year contract does not automatically sign you up to a new one! I definitely was not told this otherwise I would have cancelled my services there and then.

I complained to Fahimi who basically told me I had 2 options: pay the fees or within 21 days my account will be referred to a debt collector. I asked who can I complain to as this was totally unfair, only to be told that "I had no right to complain as I am no longer a customer"...

I am shocked and horrified at Virgin Media at this. I paid all my bills on time and do not expect to be treated like this. Nowhere in their terms and conditions does it state that if I alter my products and services, no matter how minor a change, will I be placed on a new contract without being discussed or agreed to.

Has anyone had similar experiences? I am adamant that I will not pay these charges and have written a complaint to Virgin requesting proof that a new contract was agreed (recorded phonecalls ideally). Failing a satisfactory response, I shall report this to OFCOM and anyone else who will listen to me rant and rave

I am glad I am not alone on this Virgin abuse, last month I called them because I wanted to switch to Sky as it had Sky Sports packages and other programmes I was interested in , they decided to make me a counter offer promising to modify my package in competition with Sky. At the time I was experiencing network connection problems with my son's xbox, where he would be logged out without notice. They offered to replace my modem with a new virgin hub and charged me an installation fee for setting it up and added Sky sports 1 & 2 but not in full HD. " THEY NEVER TOLD ME OF ANY NEW CONTRACT ARRANGEMENT"

Since the installation the hub keeps resetting it's self and disconnecting all the wireless connected devices. I reported this and they sent me another new hub, but the same problem keeps occurring. I decided enough is enough, I have called virgin more than 10 times in the past 2 months complaining of connection problems and other issues, so I decided I would rather try out Sky even though I know the speeds of their connections will be slightly slower as they are telephone lines. Virgin tells me I can not cancel because I have just signed a new 12 month contract?????? Cancellation will attract a £189 fee.My story is exactly the same as Mr testtube, I am busy writing a complaint letter to Virgin and have as a precaution cancelled my dd. There is no way I am going to pay a cancellation fee for a poor service plus for a contract I never knew of.

Perhaps we should all sign a petition or have a combined law suit against Virgin. I shall also report to OFCOM as suggested.

nadnerb_2

I had 2 months remaining of my contract when I called up and cancelled (I've moved house to a non-virgin area).
I had:
Phone M
TV M+
Internet L

so according to the T&Cs I was expecting a cancellation fee of (4+9+5)*2 = £36
A few days after the call I received a letter from a debt collecting agency asking for £52.09 and then about a week later a final bill from Virgin stating 2x£30 cancellation fees minus a bit of credit which worked out at £52.09

Firstly, where do the two £30 charges come from when on their website I linked above, it states something completely different.
Secondly, both virgin and the debt agency are demanding the money so who should I pay?

Thanks!

Buzby

Obvious - you pay Virgin (and only Virgin). They have their own DCA which is staffed and run from Virgin premises, as they believe the 'new' contact will be encouraged to settle.

For reference, NOTHING gives a DCA a warm glow than the customer paying them. If your debt is owed to the principal company, pay THEM - if they want to pass it on to their DCA, tat is up to them.

I always find dealing with the organ grinder, than the monkeys works best.

mira666

I'd draw attention to section H1 of Virgin Media's T&C's

Changing these agreements

1. You may add to or reduce the services you receive from time to time by contacting our customer services team. If you ask us or Virgin Media Entertainment to provide any extra services to you, you agree to accept those additional services for at least the minimum period that applies to them. If you ask us or Virgin Media Entertainment to reduce your tier of services within the minimum period for those services, we and/or Virgin Media Entertainment may ask you to pay a fee depending on the services being reduced and the remaining length of the minimum period.

nadnerb_2

Thanks guys.

Well I called Virgin who told me my contract had been terminated and not ended early (which explains the higher fees).
It's my own fault as I didn't give them 30 days notice of the cancellation and when new tenants moved in and called Virgin they assumed I'd done a runner and apparently had no way of contacting me so terminated my account!
Why they jumped to that conclusion I don't know, my direct debit was still active and payment was due in a week, they have my phone and email address but didn't bother to contact me, instead they sent the DCA after me at my new address which I had obviously informed Virgin of! what a joke.
Oh well, all accounts are now settled and hopefully VM have informed the DCA of this.

andyfff

(hi this is a post i added to another thread, hope it helps)

I would suggest contacting your local Citizens Advice Bureau, who will have a great deal of knowledge with this type of problem; the service is free, confidential and impartial.
The CAB service tends to be generally drop-in (you go in and wait to be seen) and also by appointment, but some do offer help over the phone. So I’d google got your local one and give them a call to see what they can do. But when you go try to bring any communications you have letters, dates, who said what when etc as this helps the staff summarise the situation quicker. Obviously the contract would be a good start here.

The CAB can act on your behalf via telephone calls, letters etc.

Good luck!


Andyfff

Xgembeanx

Ok wow, it seems VM don't like helping people!!!
I have just been told I have to pay a cancellation fee of....£180 because I'm leaving before my 12 month contract is up.....even though it's their fault I'm leaving.
Upon installation they left wires exposed at the front of my house which my daughter could easily of got caught up in, thankfully I spotted it before anything happened. I emailed them several times explaining that I wanted to put a complaint in but...NO RESPONCE and this was in sept 2012 it's now feb 2013!!!!
I have very bad Internet connection which I got refunded for but this happend all the time, someone from tech support then got remote access to my laptop to see if he could help with the Internet issues....and bammm laptop now doesnt work!!!! I have spoken to a manager in cancellations and apparently I haven't received bad service!!!seriously??? I have pictures of the exposed wires and I refuse to pay the £180. CAB have told me that they could very well be within their rights to still charge me regardless of everything!!! What on earth can I do to get these charges off?? Any help would be great!!