hello need help please ***Resolved***

[lisa0]

hi everyone

need help,

 

we are moving house in 3 weeks and

 

my broadband and phone provider are with virgin,

 

just rang to transfer services but was told no virgin services in area and

they want 108 pound because I am ending my contract

even though I have been with virgin for last 18 years,

 

they said I renewed contract over phone even though I did not sign

because I rang them over price increase all though they were charging new customers a lot less,

 

they reduced my monthly bill,

 

I still have 3 virgin mobile which I would like to keep

but if I have to pay this I will cancel these as well,

 

what are my rights over this matter any help please

[rebel11]

Hi lisa0

 

Nice to see they are understanding and have rewarded you with a £108 cancellation charge although you want to transfer the services to your new house, but there is lack of infrastructure in that area, that is not down to you, but down to them. They are forcing you to cancel.

 

I would write a Formal Letter of Complaint, mark it as such. Explain what's happened, why it's unfair (regardless of what it says in their T & C's) and what you want them to do about it. Tell them that you have been loyal customer for 18 years. That you want to retain the service but it isn't available at your new address, the lack of availability at your new address is down to Virgin and is not down to you. Again Virgin are carrying out the cancellation and not you, If you read their T & C's, they don't look great. If there are any personal circumstances like, unemployment, disability, illness etc mention them in the letter.

 

Send it to:-

 

Mr Tom Mockridge

Chief Executive

Virgin Media

tom.mockridge@virginmedia .co.uk

 

Let us know how you get on.

[lisa0]

Hi lisa0

 

Nice to see they are understanding and have rewarded you with a

[lisa0]

thanks for details, that's what I am going to do,

 

just wondering what the cancellation fees are for,

 

I mean been in same property for 13 years so no installation fees

so in my mind its classed as unfair charges,

 

im prepared to take this all the way,

 

I will even put it in dispute until they drop there charges,

 

just don't need this hassle when moving,

 

but yes I will send the first email and see how I get on,

will let you know thankyou for your response

[rebel11]

Hi lisa0

 

They should be saying 'thank you for your custom, thank you for your continued custom with our mobile phone business, hopefully we can provide cable services to you in the near future'.

 

Hi lisa0

 

Nice to see they are understanding and have rewarded you with a

[dx100uk]

cancel in writing

 

there should certainly only be a approx. £30 fee that's all.

dx

[lisa0]

well done rebel and a big thankyou,

 

got a phone call today from chief executive seceraty to apologise

and there won't be any fees for the cancellation,

 

what a lovely lady

 

its nice when people take the time to ring and say thankyou for your services

 

and apologise for any misunderstanding,

 

well done virgin media and

 

thankyou for all your replies

[rebel11]

Well Done lisa0, Thanks for letting us know.

Well Done Virgin Media.