Forum Discussion

Kake__'s avatar
Kake__
Just joined
28 days ago

Lied to by live chat

I was cancelling the contract for my uni sharehouse. I was on the live chat to the support people and I asked if they could cancel at the earliest date when there would not be a disconnection fee. They did the 27th of June and I said ok. A few messages later they said I would need to pay a fee. I then asked a few times if they could move the date back and was ignored but then they said I wouldn't need to pay a fee! Now an email has come telling me I do need to pay.

It says I can send some documents to confirm I have moved to an address that has no coverage by virgin media but as it is my parents house all the documents will be in their name as they pay the bills. If anyone has any ideas as to what I can do to not pay, it would be greatly appreciated. Thanks in advance.

Kind regards.

contract

4 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    28 days ago

    I suspect as you have terminated the Contract early, you will have to pay the Early Termination fee.  Otherwise you will need to prove the address you are moving to cannot be serviced by VM.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      28 days ago

      If the parents have their own VM account, VM will not be able to provide the OP with another account at the same address. 

      • Anonymous's avatar
        Anonymous
        28 days ago

        "If the parents have their own VM account, VM will not be able to provide the OP with another account at the same address. "

        Yes, but that in itself is not enough to waive the EDF, it is if the address is ‘serviceable’ which it appears to be, or not, the post by the OP is not too clear.

        But that’s irrelevant really, if the OP did ask to cancel whenever there would be no EDF, and CS offered 27th June, and they seem to have been given contradictory information.

        So what I would ask of the OP is this, forget what customer services may or may not have told you, what is the status of your contract with VM, when did you sign up, was it a 12 or 18 month minimum term contract? When, actually does the minimum term end?

  • newapollo's avatar
    newapollo
    Very Insightful Person
    27 days ago

    It says I can send some documents to confirm I have moved to an address that has no coverage by virgin media but as it is my parents house all the documents will be in their name as they pay the bills. If anyone has any ideas as to what I can do to not pay, it would be greatly appreciated. Thanks in advance.

    Hi Kake__​ 

    Can VM provide a broadband connection at your parents house?

    If no then the accepted documents showing your new address are :-  bank statement, driving licence, insurance policy, mortgage information, rental agreement or utility bill

    Hopefully you can provide a bank statement, driving licence or insurance policy in your name showing your parents address to satisfy the criteria for moving to a non-servicable area.  (You might need to have a friendly word with your bank to send a statement to your parents address)

    If you can do that then VM will still charge the early termination fees but will then refund them as long as you give them the above evidence, within 30 days of cancelling, of you residing at your parents (the new property)