Moving Home

[MCFCTrick]

Hi .... about a year ago, we were out of contract and our bills went up. On calling VM, they lowered the price, and threw in Sky Movies to keep us. (long standing customers by  the way) At the time, I told the advisor, we were looking to move home next year, and what would happen should we be unable to recieve the same services at our future address.

He assured me the contract would be cancelled, cost free to us. Now upon moving, we are informed that they can only provide broadband, at our new address. No TV services available. Nor landline.

We have been offered just broadband (slower speed) at a lower cost than our current contract, but if we don't accept that until next August, we have to pay £288 for early termination of our contract. This despite being assured it would not be the case ....Surely if VM cannot provide what we contracted to receive, it isn't our fault? So why the 'fine'? 

[Tom_W1]

Hi @MCFCTrick thanks for your post here although we're sorry to hear of the concerns you've raised here.

It does appear there was miscommunication along the way here and we are sorry about this.

To be clear, if you disconnect your services while in a minimum contract term, then you will be eligible for early disconnection fees. We only waive these, if you're moving to a property where we do not service it. So as we do service your new property as we can provide broadband, if you disconnected either before your move or on your move then these would apply for you.

For more information please see here.

If you do need any further assistance please don't hesitate to let us know!
Many thanks

[MCFCTrick]

Hi Tom, thank you for your reply, and I get all that, but surely as VM aren't able to provide two thirds of the services we signed up to receive, TV and landline, we aren't getting what we agreed to? Had we known such, and been informed so  we would not have renewed when we did.

[Ashleigh_C]

Thank you for popping back to us @MCFCTrick and I am so sorry that this has happened, I'd be happy to take a closer into this with you via a Private Message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.