I have limited knowledge but Google is my friend.

Agree but the user asked the ISP who you would believe over all other sources. The ISP directly informed them without even any hesitation that the services could be transferred. Why would they then start googling around to check?

Unless you have the recording or a full transcript you can't be 100% sure how the conversation went - I would doubt many people could remember a phone call word for word and our memory is affected by what we thought we heard.

Virgin should be a lot clearer when people ask this as they know they have only about 50% coverage but without the exact wording of the questions and answers it is possible that Virgin are not directly at fault.

I agree but trusting implicity what the user has told us they have a point.

There's a chance of course they are misinformed I am not questioning that.

Did the OP state where they were moving to? We don't know.

If I asked VM support "Can I move my contract to a new address" and VM answered "Yes" then that is a correct answer

As I stated earlier the CS person should have asked about the address but as we seem to be going the way of America it seems like there is no need for customers to be self aware of their own requirements and to have common sense.

I am definitely mixed on this one.

To a lot of people the broadband industry is something they know almost nothing about.

So in my view the providers job, after all the customer is paying them, is the ensure they give out reliable information. Virgin media did do this. It is true you can move the services to another address. What they failed at was explaining that Virginmedia doesn't work in some properties and they should have conducted a post code check.

You could also look from the individual call handlers point in that they will have targets so to get a contract extension/renewal you answer the question you are asked rather than volunteering stuff that could lose you the sale. Not good but if it is that or lose the job through not hitting targets many people will consider their job first and the customer second (or somewhere even further down the chain).

In reply to a post by ukhardy07:

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

Virgin is available everywhere (more or less). It's their cable network that is somewhat restricted.

I have found Virgin to be disingenuous on this point. When it suits them, they never cease to extol the virtues of the cable system. Contrariwise, if their sales droids are working on a punter who isn't in a cabled area....

I believe Virgin no longer provide ADSLx to new or moving customers outside their cable coverage.

Virgin is available everywhere (more or less)

Less .......... unless you can get their cable into your urban dwelling.