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To be fuming at Virgin Media

(61 Posts)
ImNotAFlower Wed 06-May-15 19:21:25

Signed up with Virgin Media seven months ago for fibre optic broadband and tv, really pleased with the service, and then found out our landlady was selling our house.
We have ended up buying a new build property (long story) We knew that there was no fibre optic availability on the new estate yet but that broadband was available. No problem we thought, we will downgrade (who can see what is coming next?)
Oh yes there is broadband availability but not with Virgin Media. So we contact them to ask what next. They advise we close the account then talk to the finance department about how to repay them as we are required to pay until the end of the contract. Felt a bit put out by that- they can't provide the service but we still have to pay.
Anyway we come to terms with that only to find out tonight that we had to close the account because we moved BUT because we closed it and weren't in any arrears we cannot pay them back in instalments they want the whole lot within a month.
The only way to pay in instalments is to let it go to debt collectors.
I am so angry. My husband has taken to twitter to try to solve it but seriously I would like to throttle the person who wrote their policy!!!

Whathaveilost Wed 06-May-15 19:23:02

How much do you owe?

DragonWithAGirlTattoo Wed 06-May-15 19:23:06

You changed the terms by moving
it's not virgin media's fault

Grewupinafield Wed 06-May-15 19:27:25

I understand why you're angry but there isn't much you can do. It's not their fault you had to move and it's not their fault you're moving to an area they don't cover. Going to Twitter isn't going to do anything.

ImNotAFlower Wed 06-May-15 19:27:45

Enough that I can't pay it in one lump sum two weeks after buying a house.
Indeed we did move, through no fault of our own, had they been able to provide the service here (two miles from our previous home) all would have been fine but they can't. Ironically we live about fifteen minutes from Richard Bransons house grin

Altinkum Wed 06-May-15 19:28:11

Message withdrawn at poster's request.

ImNotAFlower Wed 06-May-15 19:28:49

I should add paying isn't an issue it's that they want the whole lot immediately

ChantenayCarrot Wed 06-May-15 19:30:19

I'm possibly missing the whole point of the thread but what have they done wrong?

I dont understand why you're put out that you have to pay the remaining contract fees because they can't provide service to the new house? It would've been in the terms when you signed up.

ImNotAFlower Wed 06-May-15 19:33:08

I clearly haven't written this well. I don't have a problem with paying but as I am unable to pay in full (stat mat pay) by the end of the month I am put out that they won't let me pay in instalments. Seems IABU so I will take it on the chin and take out a credit card it pay it. Thanks guys

Grewupinafield Wed 06-May-15 19:37:04

I see now! Apologises op.

Don't take out a credit card to pay. Try ringing the complaints line, make it clear you can't pay. Can they let you pay in 2 instalments? They can't let it go to debt collection agency because that will affect your credit rating. They might not HAVE to help you but they should let you do instalments. I find it strange they won't let you!

chickenfuckingpox Wed 06-May-15 19:38:29

they tried this on with me i told them to provide the service and i would pay they said they couldn't i said OK early exit fee? (large amount) try harder (small amount) deal! they cant make you pay the full amount as they have also broken a contract by not providing a service it doesn't matter if you move they are supposed to move with you

have they offered you any deal like just having a telephone line with them? they wont charge you for the rest if you keep your phone till the end of the contract

they actually do have good customer services but it takes a few goes

bt are worse they tried to charge me for a line rental and calls on a property i didnt live in after i paid my final bill and ended my contract they insisted i pay the bill as i hadn't told them i moved i asked why they sent it to my new address then? (they backed off at that point and wiped my "debt" as a courtesy)

RosesAreOverated Wed 06-May-15 19:41:22

No this is wrong, I was in the exact same position as you, and the contract was cancelled with no fees to pay. You need to fight this, you had to leave your home, it wasn't your choice and tried to use their devices and couldn't because of lack of coverage, don't pay it and keep speaking to them, be polite.

ImNotAFlower Wed 06-May-15 19:42:46

The only way to pay in instalments is through a debt collector because we weren't in arrears when we closed the account. I spent 45 minutes on the phone to three different people and they just won't do it. We have to remortgage in two years so letting it go that far isn't an option.
They have guided us to OFCOM so I am guessing that their contract is watertight. I offered over half this month and the rest next, they said no. We watched GoodFellas the other night it's a bit like when he says "FUCK OFF PAY ME"

ImNotAFlower Wed 06-May-15 19:46:08

Roses when did you cancel a contract with no fees if you don't mind me asking?

vawnsm Wed 06-May-15 19:48:34

Message withdrawn at poster's request.

HelpMeGetOutOfHere Wed 06-May-15 19:51:50

Use the online service and pay half now on your account and the other half next month?

jugglingmonkey Wed 06-May-15 19:57:36

Give them hell.

Virgin ruined my credit rating after just one unpaid bill (after I separated from an ex and we cancelled our contract). They didn't even contact me to chase the payment.

Escalate it, and don't take no for an answer. I found that crying on the phone helped...

ImNotAFlower Wed 06-May-15 20:11:30

Have pm'd you Vawn

19lottie82 Wed 06-May-15 21:18:15

Roses..... If you managed not to pay then it was at their discretion and a rarity.

Moving house does NOT mean you can get out of your contract, even if they cannot provide the services there. It's in the terms and conditions of the contract.

The fact that their LL chose to sell the house isn't VMs fault and the OP is still bound to the contract. If you're in a rented property, unless you're in a fixed term contract, you can be asked to leave with two months notice at any time, so maybe the OP should have considered this before signing into any home related contracts? (Sorry to be mean OP, I'm just making a point).

I'm not saying the OP doesn't have the right to be miffed, but sadly for her, VM have done nothing wrong here and the OP is not entitled to be released from the contract penalty free.

19lottie82 Wed 06-May-15 21:20:23

Flower..... Can you use a credit card or borrow from a friend.
With the greatest respect you're in a pretty bad situation if you've just bought a house and can't spare a few hundred pounds..... House purchases are full of unexpected costs......

19lottie82 Wed 06-May-15 21:22:31

ChickenFP......Virgin haven't broken any contract here, the contract is to provide services at the address provided, they don't have to move the services at all, in fact if you do move to a cabled area and want to take them with you, you need to start a new contract, the existing one doesn't carry over.

Hobbes8 Wed 06-May-15 21:27:43

Can't you just keep the account open and keep paying the DD every month?

RosesAreOverated Wed 06-May-15 21:51:25


The contract was cancelled in September 2013.
Contract fees were never discussed, as I see it, you were given notice to quit, you tried to take the service with you, but virgin couldn't provide it, it wasn't your choice to leave your home, and it would be in the contract that you were a private tenant, you don't owe them anything, and you didn't have any choice in breaking the contract, this is the way I would go with this.

madreloco Wed 06-May-15 21:58:47

Utter nonsense from Roses.
OP, you contracted with Virgin to pay for a service they provide in a particular place for a minimum time. They are willing and able to continue to provide that service at that place. You are moving somewhere the service is not available, but that is not their problem. You owe them the balance of the contract for the minimum period, and they are entitled to have that as a lump sum if they desire.

You can ask very nicely or you can just pay. You have no contractual basis for varying the terms and conditions you agreed to.

ScrambedEggAndToast Wed 06-May-15 22:14:18

I think this is disgraceful. You have every right to move house, surely this can't be classed as "breaking terms". It's not your fault that they don't supply the service in your new area. I agree with the posters who say you should fight it. Go to Twitter, they hate bad publicity.

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