Cancellation Virgin (AOL)

[KJD]

A quick question for those 'in the know'...

Have been with Virgin Media for phones (originally C&W, then NTL, etc) for years. I had cable broadband from AOL, but at the beginning of June 2008, AOL kindly dumped me on to Virgin Media for broadband. (They really didn't like us cable-ites!)

For various reasons, I am going to change all my phones & broadband to BT (plus Vision - did you know that for £4.00 pcm you can watch any premiership game about an hour after it has been played?!) I called Virgin today to enquire about cancellation periods etc, only to be told that I'm okay to cancel the phone lines but that in June 2008 I entered in to a new contract for broadband so would have to pay the remainder of the 12 month contract! I argued with the bloke that I hadn't started a new contract, but that it had been forced on me by AOL / Virgin. He mumbled something about speaking to their cancellation department and they might be able to sort something out, but I didn't get put through as I haven't ordered the BT package yet.

Can Virgin insist that I am in a 'new' contract and force me to pay to the end of the 12 months?

Thanx

[buzby]

AOL is a mess. as the UK end is owned by Carphone Warehouse. That said, if you transferred from AOL to VM broadband, then you would would still have entered into a new arrangement with a new supplier, as AOL were no longer providing you with a service. I'm not clear if you are a CABLE BB customer or ADSL (if so, cable is always superior) if you're an off-net ADSL customer of VM it won't make much difference, but you must have a BT lone for BT's service, a VM cable/phone line won't do. I'd wait out your time, give notice in writing, and switch when the time allows.

[locutus]

Did you have any input to the move from AOL to VM?

BTW when I worked for BT it was a selection of games, not *any* premiership game, and it wasn't an hour after it's been played on a Saturday, it was from 10pm (as the FA ruled they are unable to show games during the day on a Saturday as it would stop people going out to see the game live) Also for £12 per month you get that package (BT sports) and setanta sports.

If you didn't enter into a contract yourself with VM then they cannot hold you to terms of the non-existant contract.

[KJD]

Thanks for the speedy replies, guys.

My VM broadband is cable and apart from AOL sending me 2 emails in April telling me it was going to happen, I haven't had anything for VM at all. Oh, except for the extra charge on this month's bill, of course. I'm still using an AOL cable modem and all their software. As mentioned before, the chap at VM said their cancellation department 'might be able to do something for me', but maybe he was fobbing me off cos I got a bit 'forceful' with him!

Re BT Vision, I'll check what you said, locutus. I was 'quoting' what BT said on the phone today. They did say that if I took their superior sports package, I would get the standard one plus Sentanta for £12.00 pcm. Billy bargain! Fortunately my current Setanta subscription is alot easier to cancel!

Thanx

[KJD]

Ooh - look what I've found!

One of the emails I had from AOL included a link to Virgin Media's website, where they had a page re the migration. I've cut and pasted a bit below..

"Your contract

If I agree to transfer to Virgin Media, am I committing myself to a long term contract?

No. Unless you take advantage of any offer from Virgin media whose Terms and Conditions require you to take a contract for a specific period of time."

The only 'offer' on my account is that I now get a (slightly) reduced rate for having a phone line and broadband with them. But VM the bloke earlier said there was no problem with my cancelling the phone lines straight away, therefore no new contract on phone lines.

What do you think?

[buzby]

There's still something wrong here. Yiou can't be on 'cable' as VM BB does not require a phone line (it's forced on you if you take TV). To use cable, AOL would have to suplly an NTL/VM cable modem and I'm not aware of anyone other than VM having the capability to activate modem MAC numbers.

[KJD]

Originally Posted by buzby

There's still something wrong here. Yiou can't be on 'cable' as VM BB does not require a phone line (it's forced on you if you take TV). To use cable, AOL would have to suplly an NTL/VM cable modem and I'm not aware of anyone other than VM having the capability to activate modem MAC numbers.

I am definately on cable for my broadband. I ordered it through AOL and Virgin (may have been NTL) came along and installed it. I've got a ruddy big cable about the size of my little finger running round my lounge skirting board! It was installed about 18 months ago and I've got an AOL modem (model 200 I think - am at work right now).

I also have 2 telephone lines, for the days before broadband and I used 1 for the net only. The phone lines were installed about 11 years ago, when I also had cable tv installed). Changed to Sky later though, so was just left with the phone lines.

Asides from that, do you think what I posted above is good to go?

[buzby]

I've searched the NTL archives and can find nothing about AOL over NTL/VM, unless it was a trial in a restricted area which wasn't rolled out nationally.

As to the problem at hand, once you became reliant on VM as your ISP they'd implement their T&Cs, so the issue will be getting them to accept the clause you highlighted, something impossible to do over the phone. It may be better to email CS with the link to the condition.

As for moving to BT, they won't use VM's line, so you'll have to pay for a new BT installation too.

[locutus]

I have an old AOL cd (I think most of the population does to be honest LOL) and if you try the option to re-install AOL it does have over cable as an option. (this predates CPW by a couple of years tho)

[buzby]

Originally Posted by locutus

I have an old AOL cd (I think most of the population does to be honest LOL) and if you try the option to re-install AOL it does have over cable as an option. (this predates CPW by a couple of years tho)

This is muddying the water slightly, you are correct it offer the suggestion 'cable' but this was simply disabling the diial-up and using the Ethernet port to log into AOL's IP address and allow the username and password to access the AOL services.

For this to work successfully, you already had to be paying the cable provider to have the Internet available for the AOL software to be used, which would have meant TWO subscriptions, not one! <g>

[locutus]

Dug up this old article from 5th December 2002.

NTL and AOL in cable broadband deal | The Register

I think this is what KJD had. Then they appear to have just passed it back to VM without a new contract, so saying they are going to hold him to term sounds a bit off to me.

Probably gonna have to pay to get a BT line as they cannot use the same as cable, and any old BT line will be ceased.

Notices 2008 25/08 Calling Plans - Line Connection Special Offer

This is the best line connection offer from BT (They do not advertise this, and the sales people on the phone don't like doing it as they get no commission from it LOL)

[KJD]

Yep, that's the AOL / NTL deal, locutus. I was surprised at not being charged anything by NTL for broadband but that was their deal with AOL I guess. (Similarly, my ex has got AOL broadband using BT and he only pays AOL for it, although BT sorted out the line at the beginning of his order - his BT bills are exactly the same as before going on BB.)

And you are right about needing a new BT line as well. Although there was one here when I first moved in, apparently C&W used it when I had my new lines installed. BT quoted £124.99 for a new line and when I verbally raised my eyebrows, the first chap said I could spread the cost out over 12 months. The second chap (when I phoned to place the order... but then couldn't cos the computers were down!) said they would no doubt be able to 'do something about that' charge.

So thanks for your help, guys. I'm going to call BT tomorrow and place my order, then phone Virgin and tell them to cancel. I think I'll also be writing to VM (recorded delivery naturally) and emailling them with the web page mentioned above. Then I think I'll be speaking to the bank about cancelling the direct debit after my 'last' one from VM...

Thanx

[ceebee]

Here's a copy of my posting on another thread regarding the dread VM. Good luck and my advice to any members don't deal with VM's call centres go to the head office number.

'I wont go into the story of my problems with trying to leave Virgin Media as it would take several pages. However i got so exasperated with them and their so called customer services, being kept on hold, transferred, listening to bull*(&* that i decide to find out how i could talk to somebody sensible. For any of you that don't already have this info (Virgin Media hate people to know) their head office address and telephone number is Virgin Media Ltd, media House , Bartley Wood Business Park, Hook, Hampshire. RG27 9UP, 01256 7520000. Just ask for the complaints department as i did and after 4 months of crap the lady i spoke sorted things in 5 minutes over the phone. You may wish to post this as a sticky.'

[KJD]

Thanks, ceebee. I'll keep those details handy just in case!

Update:

Called BT this morning, armed with the info in the link posted by locutus (Notice 21/08 and their systems are STILL down, so can't order anything yet. Told to call back tomorrow late afternoon.

I don't want to cancel Virgin until further along with BT - if I have to get shirty, I don't want to find I can't use the internet cos they've thrown their toys out of their pram and cut me off !

[KJD]

A quick update..

Finally got round to placing order with bt yesterday. A massive thanks to locutus for the above notice - had to push it a bit but got the £95 off. Should all be installed etc next Friday.

One thing to note tho, above I mentioned I was asked to call back several times by bt as their systems were down. Well, they're back up now, but it appears they used the 'downtime' to change their prices and offers. It hasn't made much of a difference to what I have ordered, but just worth mentioning.

I am going to wait until I am fully on with bt before tackling VM and cancelling their services, and will no doubt have to come back here for advice.

[locutus]

Glad you got the discount, hope all goes well.