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Mojo169's avatar
Mojo169
Settling in
4 months ago

Downgrading package on webchat.

I currenly have a package until next April covering 1Gb Broadband, Tv and landline. I am fully retired and plan to spend a year at our holiday home in Cyprus. I have arranged a 1 year tenancy for my permanent UK home whilst I am away. The tenancy agreement includes the provision of Broadband facilities. Because of the long waiting time on the telephone, I had a webchap with 2 people from Virgin, fully explained my situation, gave them my overseas address and requested their advice on the options open to me. After over an hour of repetitive communication, I was asked why I wanted to cancel my contract and can they provide me with broadband facilities at my new address. I reiterated that I did not wish to cancel my contract and that I was not aware that they provided facilities in Cyprus. The person insisted on knowing a date when I wished to cancel the contract and quoted a termination fee of £486. I was then sent the legal terms of the contract and my obligations therein.She seemed oblivious to my needs. In desperation, I asked if I could seek a review of her decision and was told to call 03454541111. It was obvious that the 2 people I spoke to were either not listening or were not knowledgeable enough to deal with my request. I have drawn these conclusions as evidenced by  a 9 page long transcript of our conversations. Can someone in Virgin please advise me if a downgrade is possible in my circumstances. I will be very grateful for any assistance as I must resolve this situation within 2 weeks.

4 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    4 months ago

    Hello Mojo169

     

    Thanks for posting on the forums in regards to your change in circumstance and the issues around your account with this, we appreciate you raising this via the forums and welcome to the community.

     

    I think the confusion is that some of the services (TV and landline) are being cancelled during term, the cancellations amounts would be for those services to cover the remainder of the term. This is the same with all customers as explained during the call but not to the extent of what those fee's related to.

    • Mojo169's avatar
      Mojo169
      Settling in
      4 months ago

      Hi Robert_P,

      Thank you for your response. I do understand that I had contracted for the services and agreed that there were penalties for early termination if both parties could not agree to a variance in terms which I was seeking as a first option and as a loyal customer for many years. Virgin insisted that the only option they would offer was  a determination of the contract and the application of the appropriate cancellation fees. I politely requested to be informed as to how the quoted figure was calculated. The request was denied with the explanation that it cannot be revealed until I had given the required 30 days notice. I have decided to carry on for the remaining 6 months of the 24 month contract and then take my business elsewhere.