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moggyman's avatar
moggyman
Up to speed
2 years ago

Cancellation questions

My VM contract doesn't expire until May 2024 but a discount is about to come off which will make my monthly payments leap from £59pm to £84pm. I have tried and tried via calls/chats to get a better deal but without success. The web chat people just don't seem to understand what I ask them. I have 125 broadband, Mix TV, and Sky Cinema bolted on.

Sky is currently offering a better package than I currently have for £47pm and that includes Netflix - which would save me another £7 for my existing Netflix subscription, making it £40pm. Even a package with double my current broadband speed comes in below what I currently (£59pm) pay. Never mind the £84pm about to hit me.

VM won't move on price and if I take Sky Cinema off now (to make the price rise less painful) it would mean signing up for another 18-month contract. I don't want that as their deals aren't competitive.

I asked the webchat agent about the cancellation process but it seemed to be too much for their level of English to explain properly. I was told that my cost to cancel now would be £245. Fair enough. However, taking Sky now would save me £84 minus £40 per month. This would pay off the £245 fee in just a few months.

I have 2 simple questions that they couldn't get their head around so I thought someone here might be able to advise. I've not cancelled before as I've been with VM before it was VM in my area and have stayed loyal for around 25 years.

1. If I book cancellation today, when would I lose service? What would happen i.e. I presume an engineer visit at some point?
2. If I book cancellation and have a problem with arranging Sky installation/pricing, could I cancel the cancellation and stay with VM until May without penalty? I work from home so it's vital I have no break in service.

Thanks in advance.

7 Replies

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  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    When does your minimum term expire?

    This is crucial to both your ability to disconnect fee-free, and by extension your negotiating power.

    • moggyman's avatar
      moggyman
      Up to speed
      2 years ago

      Not quite sure what you mean as I've not heard that term before but if you mean 'when does my contract expire', I think it's May 8th. If it isn't that - where would I find what you asked for?

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        Once you have joined VM you are in a permanent contract with VM until such time as you give 30 days notice to leave.

        Your 'minimum term' is the time you have agreed to stay with VM for (usually 18 months) in return for discounts on your package price. If you leave in a minimum term period VM will charge you early disconnection fees.

        https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/early-disconnection-fees

        You should be able to view your contract as per info below

        https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Where-does-it-display-your-current-package/m-p/5444325#M247494

        When you have given 30 days notice your services should be disconnected 30 days later (although there have been quite a few topics recently about VM instantly disconnecting for some unlucky customers and for some unknown reason).

        Once you have disconnected, you have to return VM's equipment. Shortly after you are disconnected you should receive a final bill. If you are in debit you pay that and leave. If you are in credit VM should refund you (although not necessarily quickly!)

        The usual advice on here would be to overlap services when moving to a new provider. No provider is immune from installation delays and you could possibly end up with no services if you try to match exactly an end date with VM to a start date with another provider. Overlapping also gives you a chance to evaluate the new service in your 14 day cooling off period while still having VM to fall back on if the new provider is no good or does not complete the installation on time. Once you have the new service up and running fully to your satisfaction then cancel VM.

        Any VM email accounts should be deleted 90 days after you leave. If you want to port a landline number there are specific processes to follow and the line must be in full working order with no disconnection request in place to be able to port it.

        If you try to do anything with VM with is anything other than very straightforward (such as cancelling a VM cancellation) you do so at your peril.

        https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Daylight-Robbery/td-p/5452955

         

  • japitts's avatar
    japitts
    Very Insightful Person
    2 years ago

    With some service combinations, it can be worth adding additional services to get extra bundle discounts. Additional TV boxes & mobile SIMs can sometimes attract such generous discounts that the "with" combination is cheaper than "without".

    What you do with those additional products is entirely your choice, but VM will often (effectively) pay you to have them. Not sure whether that will alter your calculations, but potentially some food for thought. You're already doing all the right things otherwise.