Virgin media problem help needed- charges ????

[fairynuff777]

Hi,

wondering if someone can help.

Ive been with virgin media ( previously ntl ) for years .Ive broadband and phone .

Recently I got a better deal from sky so I have gone with sky.I had to wait until sky came to install phone line then phone up Virgin media to cancel broadband & tv .

When i phoned Virgin media - snotty was the exact way to describe the way they spoke to me .

They told me I would have to pay £180 to leave them .I asked why they said i was in a contract with them.

I said to my knowlege i have been on the same meg broadband and same phone package for years .They told me I had entered into a new contract and would have tpo pay £180 to leave them.I told them I have recieved no contract nor any paperwork to state so.

I told them I am leaving regardless as I now have sky .

Obviously i have to give one months notice so I know I will have to pay another month to them .However I cannot understand this charge , no way have i signed nor agreed to anything new etc and no way have i had paperwork .

Where do i stand ??

[buzby]

If you changed your equipment (V+ ?) or added a reciever, service change or whatever, it always re-sets the minimum term to 12 months. If you ask CS, they'll tell you the date the lockin started from, and the item/service that caused it.

 

I have to say, if you had V BB and gone to Sky, you'll quickly realise who offered the better service. You do get what you pay for.

[fairynuff777]

If you changed your equipment (V+ ?) or added a reciever, service change or whatever, it always re-sets the minimum term to 12 months. If you ask CS, they'll tell you the date the lockin started from, and the item/service that caused it.

 

I have to say, if you had V BB and gone to Sky, you'll quickly realise who offered the better service. You do get what you pay for.

Hi ,

I dont have Virgin TV and had the same landline phone package & internet deal for over a year now .

The sales adviser was "snotty" to say the least I have took his name to put in a complaint .

[fairynuff777]

phoned them found out where they have added the charges o need advice !!

 

I telephoned for TV packaged last month but cancelled before it was installed i changed my mind .Apparently I entered into a new contract according to virgin - but i cancelled did not have the tv installed so now decide to charge me £180 ???? as im leaving them .

The TV package was cancelled within a few days engineer never came round so what is there problem ??

[buzby]

This is where its get messy. WHAT services were added? A TV package will run for 12 months minimum if you;ve never had it before. It will only need an engineer visit if your STB needs upgrading, or you never had one before. If you never had one, (an STB) and one was never installed because you cancelled, you are in a good position to get this error fixed. Are they/were they charging for the TV services? As this will tell you whether they believe the service was provided.

 

If you cancelled, and the service was not installed, you'll need to confirm this date with CS, so they can remove the minimum term lock in, restoring you to the 30 days notice requirement.

[fairynuff777]

Hi,

I reported the problem to Virgin via email as when you telephone the 150 number you can get nowhere with them.

Within 10 minutes someone had dealt with my complaint !!

Problem sorted !!!

I owe nothing .Their mistake.

No engineer called it was cancelled within the 7 days .

I had someone phone me from NTL to appologeise and said none of it ever should have ever happened .I should not have even been told to pay £180 as i did not owe it !

[buzby]

Good to hear. CS should have known this - I imagine the 'pay nuts = get monkeys' remains as true as ever! 8)

[fairynuff777]

Customer services like I said were Rude , I took the persons name and it is going to be looked into .

I knew I didnt owe the money .