Leaving virgin media at end of contract...

The Running Man · 15 Jul 2020 at 14:29

Not sure if anyone works for virgin media or has any experience of this but I tried to renew my package as mine is due to expire in 2 weeks from now but sadly they can't meet the online orice for existing customers so I told them I would leave instead.

Now they say that even though my comtract expires on the 26/7/2020 because I have only given notice today there is a 30 day notice period.

So they will continue to charge me at top rates until 14/8/2020. Is this even possible if my vontract cones to an end on the 26th?

Are there any escalation routes with them?

tom_e · 15 Jul 2020 at 14:31

This is pretty standard in all contracts with the likes of mobile/utility etc. If you wanted to leave without going to higher charges then the notice would have need to have been given 30 days before your end date because from then it moves to a rolling contract.

Devilman · 15 Jul 2020 at 14:31

Wouldn't be surprised if somewhere in the small-print it calls for 30days notice for ending service.

The Running Man · 15 Jul 2020 at 14:34

tom_e said:
This is pretty standard in all contracts with the likes of mobile/utility etc. If you wanted to leave without going to higher charges then the notice would have need to have been given 30 days before your end date because from then it moves to a rolling contract.

I've had this with mobile sure there's a 30 day notice period but only if you leave within the contract OR if you let the rolling contract start?

If its before the contract end date that I have told them i would have though service should end on that date. Unless I don't tell them before.

Very annoying.

Puzzled · 15 Jul 2020 at 14:38

The Running Man said:
Not sure if anyone works for virgin media or has any experience of this but I tried to renew my package as mine is due to expire in 2 weeks from now but sadly they can't meet the online orice for existing customers so I told them I would leave instead.

Now they say that even though my comtract expires on the 26/7/2020 because I have only given notice today there is a 30 day notice period.

So they will continue to charge me at top rates until 14/8/2020. Is this even possible if my vontract cones to an end on the 26th?

Are there any escalation routes with them?

Dont know the answer but VM customer service is a joke, they offered me a cheaper renewal price which was confirmed on the phone several times and then sent through a renewal contract with a different price :mad:

Phoned them up again but could only speak to the overseas customer service who refused to put me through to renewals and said that they cant do anything despite the fact I was clearly lied to. Tried calling a few times but always went to the overseas team who wouldn't even let me escalate to a manager, just went through loops of the same rubbish.

Sadly can't get anything else that comes close to the speed round here but I'll be recording all future calls with them.

Thanks for letting me vent in your thread

Janesy B · 15 Jul 2020 at 14:48

Normally reverts to a 30 day rolling contract so you can still keep your service with a 30 day cancellation notice period.

Avalon · 15 Jul 2020 at 23:03

VM has always been

The Running Man said:
Not sure if anyone works for virgin media or has any experience of this but I tried to renew my package as mine is due to expire in 2 weeks from now but sadly they can't meet the online orice for existing customers so I told them I would leave instead.

Now they say that even though my comtract expires on the 26/7/2020 because I have only given notice today there is a 30 day notice period.

So they will continue to charge me at top rates until 14/8/2020. Is this even possible if my vontract cones to an end on the 26th?

Are there any escalation routes with them?

You agreed to a contract with them that states you will give them 30 days notice to disconnect. It also states that at the end of your fixed period contract, it becomes a 30 day rolling contract unless you have given notice. You are however free to downgrade your service to the most basic paid service available for the duration of any notice period and if you disconnect part way through that notice period - assuming it’s a standard contract - they will only charge you the lowest package or service price available to you for the remaining notice period.

Feel free to complain, but they haven’t missed used you or mislead you from what you’ve posted and the terms are certainly more favourable than competitors I could mention. I mean can you imagine the chaos each day if thousands of customers woke up to no service because VM or whoever else just pulled the plug when your contract expired? That’s why literally no other similar service operates like that.

How do I know this? I helped write the process post merger for one of the three areas of the business that disconnects people, back then it was just 2-3 people and a laptop changing the world one process chart at a time.

As to the renewal price, I suspect if someone reads the notes put on by the advisor and looks at the pending credits, they’ll see that the advisor has indeed put a rolling credit on for the difference. Good luck getting anyone not in the UK to do that though, outsourcing overseas means they get bugger all training.

Caged · 15 Jul 2020 at 23:31

There isn't a contract end date as such, there's a minimum contract period and also the end of any discount period - but you still need to give 30 days notice.

The Running Man · 16 Jul 2020 at 15:41

well to follow up I had a rather apologetic Yorkshire man call me up today offering to give me a new contract at the prices I originally asked for...

tom_e · 16 Jul 2020 at 16:30

The Running Man said:
well to follow up I had a rather apologetic Yorkshire man call me up today offering to give me a new contract at the prices I originally asked for...

Pretty standard, you never get a proper offer until you've given them your notice to leave then suddenly they can't stop calling to offer you a better deal :rolleyes: