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amsaradaya

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  1. Hi, Thank you for posting your question. I have just been able to get my cancellation charges wavered. I am also moving home and complained that during the sales process I was specifically told I could move without consequence, which was absolutely true. I attach my formal letter of complaint below as it may be of help to others. I think this is an unfair practice by Virgin Media and aim to support others in their complaints. Good Luck and all the best. Formal Letter of Complaint Dear Sir/Madam, In March this year I chose Virgin Media as my broadband supplier. When speaking with your representative about deals available, I specifically asked what would happen when I move home because I was aware at the time that I would be soon moving to London. I have a witness to this conversation and hopefully you will have a recording of it too. This was my main priority in choosing my service provider, it was imperative that the broadband could be taken with me to my new address and that I would not need to break to end the contract. At no point did your representative explain to me that should Virgin be unable to provide broadband at my new address, then I would have to pay out of the contract I had agreed to. There is absolutely no way at all I would have taken Virgin Broadband under the threat of a very large fee should I move address. Even at the point of installation I discussed moving home with your installation person and he again assured me that moving services was easy and would be no issue at all. Again, I have a witness who was present who can corroborate this fact. Now the time has come to move home and I have recently (6 June) discovered via your online chat tool that I will be charged approximately £240 to ‘end’ my contract. Firstly, I do not want to end my contract, I would like to have your service at my new address. I have not requested to cancel the contract. I have requested to move service to a new address and you have stated that you have no coverage or infrastructure in that region and so are unable to provide the service to me. I was expressly told when I spoke with your representative that moving home with Virgin Broadband was simple and easy and that my that broadband would simply transfer to my new address. That was not truthful. You have verbally stated only the benefits of this contract and not disclosed openly and verbally all hidden clauses or downside to the contract you put forward. Your representative did speak of costs for terminating the contract. However, he limited the information he provided and failed to disclose a critical piece that would most certainly have seen me reject the service outright. When speaking of cancellation, he failed to disclose that there is situation that often happens whereby a termination of contract is ‘forced’ upon the customer if the customer moves home. To omit this detail is, especially given my stated intention to move home, is, I believe, a mis-selling of your product and a practice that serves only your company and not me, the customer. I was advised that I could move home with Virgin Broadband and do so easily and without issue. This was a false and mis-leading promise. It would be great if your company offers your cable service to all addresses in UK. However, that not being possible, then it is only reasonable and fair, if you promise the ability to move home with your broadband, that you provide an alternative way of ensuring this is possible. On your complaint page it states that your broadband can even deliver down a phone line and so I am unsure why this has not been suggested as a solution? At the very least you should transfer the agreement to another provider without cost to the customer and certainly not with additional penalties. You have a duty in the sales process to explicitly express this issue of moving services with your customers and not simply leave it unmentioned, especially upon being directly questioned regarding issues with moving home. This is not something that should be ‘hidden’ in the contract small-print. I feel let down by Virgin Media and believe that this to be unfair code of practice. I have stated to your representative that I am unwilling to pay to terminate my contract since I do not want to terminate it. I want to have the service that had been promised verbally when I agreed to take this contract with you. I ask therefore that you uphold your promise to me that my broadband could move with me. As you are unable to do so via cable, then I feel it is only fair that you provide alternative solution without charge to me. Thank you for your assistance. I look forward to receiving your response to my complaint and the actions you will take. Yours truly,
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