Virgin cancelling contract

Hello,

I was a customer for 12 month with virgin. One day i recieved a call about upgrading my package for 25p a month! i said perfect, but i asked on the phone if the package would be able to be transfered to my new house when i move and they said ok. (i am moving in one month).

I called them yday to transfer my contract to the new area and they said they have no virgin cables in the area. In extend as i am newly in a contract(started 15th july and had a 7 day cancelaltion period so im 2 days late to cancel) then i have to pay cancellation fee. This is atrocious. How can i get out of it cz there MUST be a way. This is so stupid i cant even start to describe. I didnt even know the lady on the phone was updating my contract, and i told her i would move and she said no problem. Now i have to pay 280 pounds to cancel my contract?

Please help me.

They may have recorded the conversation.

DrT

That is what i did i called refusing to pay the fee and they said they will listen to the conversation and let me know. Still this sucks.

Not the 1st time we have heard this. And as we well know, any change is package results in a new contract.
Your only hope is said staff member did not read the script (usually the bit where customers switch off, and never remember hearing)
But when you mentioned moving did you not give the address to make sure it was in a area they cover?

No i said that i will be moving to brighton. The guy didnt even flintch to say that there could be a case that the area might not accept virgin so i didnt even think of that....

Contract allows for house move and this is what the CS advised but unprofessionally didn't ask for post code. Also I assume you didn't give one.

So your question "can I transfer my contract to new address?"

Answer "Yes".

All perfectly correct.

This seems pretty straightforward if they deny that part of the conversation then how can they prove you requested the initial upgrade? You can say that the representative did not fully explain the contract you were entering or the terms and conditions, thus voiding the contract. Fight the power my friend!

Did it get resolved?

Ultimately they did not check the post code of the new location. As a consumer you cannot be expected to know off by heart the areas where virginmedia works and where it does not. Hence when you asked if you could use it at the new address it was their job to check that you could. The customer advisor did not check the individual post code and immediately informed you that you could take the services to a new address. He did not mention anything about it being area specific so you would have naturally assumed it would work wherever you relocated too. When you found out it would not work at the new home you would have been shocked and surely quite annoyed at this blatant mis-advice... This therefore is a case of virginmedia misinforming you, hence you should not take the financial brunt of this.

Surely the customer has to think logically and not assume that VM is available everywhere?

Plenty of people with limited knowledge of broadband would assume Virgin is available everywhere.

Definitely my parents and a lot of friends have been shocked when moving house and not being able to get Virgin at the new address.