Virgin 'Business Decision'

Hi

I've been a Virgin broadband customer on and off since the inception of cable broadband in the 90's. Over the last 8 or 9 years, the 'service' has been very patchy, and I've left a few times at the end of contract due to various problems, and Virgin's attitude in correcting them.

Last year, I got completely fed up and involved a regulator to get my contract cancelled after problems with the SuperDud, the 'Cloud Backup Service (lack of)', the over contended network in my area. Oh, and cables sticking out of my lawn!

Virgin really spat their dummy out, and said that they had made a 'business decision' to terminate my contract once I involved the regulator, so I went back to DSL. Although this was an improvement at the time compared to their shoddy service (My exchange is not FTTx, and is not planned to be) it is slow.

Having heard that the SuperDud has now been replaced due to customer pressure, and that their network is now actually capable of supporting everybody that they crammed onto it before, I thought I'd give them another chance.

They have just turned down my request for service, citing this 'business case' from last year. Are they legally allowed to do this???

I'm not sure that I'd want to be a customer again, as it still seems that they only want customers that don't complain. Their network and 'Superhub' may allegedly be improved, but obviously their attitude to paying customers hasn't!

Any advice appreciated.

Thanks

Yes. They are under no obligation to do business with you.

Virgin are not legally obliged to provide service to anyone.
BT are legally required to provide a basic phone service to anyone that reasonably asks.

As people have said, they don't have to provide you with service. The Superhub sucks, but just use it in modem mode with your own router.

Their perception of the issue is probably that you spat your dummy out last time, meaning they could not amortise the cost of the install, the cost of the equipment from your last contract (while they recover the equipment at the end, no new customer wants a 2nd hand box so they have to refurb them or use them only for exchanges).

The only thing you could do would be to get someone else to get virgin for you on the premise that you've moved out (family member?)

In reply to a post by Ribble:

Virgin are not legally obliged to provide service to anyone.
BT are legally required to provide a basic phone service to anyone that reasonably asks.

...although even then there are some exceptions.

Which is if cost of installing line is > 3600 Gbp they can you to pay the extra

In reply to a post by MrSaffron:

... they can you to pay the extra

What label do they put on the cans?

Being picky but I believe it is £3400 not £3600 for the cost aspect.

I guess somewhat academic by the time you're at those sort of costs!

superfast beans now available in your area?

But if it's an Openreach charge it will be plus Vat, not inclusive.