regarding the terms of my broadband contract agreement

[jayram141]

I am writing to seek clarification regarding the terms of my broadband contract once the current agreement reaches its end. Specifically, I would like to know whether my contract will automatically transition into a monthly rollover contract or if it will move into a new 18-month contract term.

[goslow · Accepted solution]

Once your 18 month minimum term expires, you should move to a rolling 30 day contract with VM.

At the same time you will lose any minimum term discounts and your monthly subscription will jump to 'standard' pricing for your package. VM should notify you in advance of this happening and tell you what your new cost will be.

If you want to carry on with VM, you can renew for another 18 month term in return for another discounted price. If you don't wish to renew you can give VM 30 days notice to cancel your services. As long as you complete your minimum term you should not be charged any early disconnection fees.

[jayram141]

Thank you for your response. My contract ended on May 12, 2024. When I spoke to the disconnection team on June 13, 2024, they informed me that I am now on a new, more expensive contract.

When I requested to close the account, they mentioned that the best method to cancel the account is to switch to a cheaper deal, then contact them within 14 days to cancel the  contract. They have since moved me to a new deal.

[goslow]

There are two terms here which are often misused interchangeably.

When you join VM, you are in a permanent contract with VM until you give 30 days notice to cancel.

When you join VM you also sign up (usually) for an 18 month minimum term. You get a discount on the monthly subscription for committing to an 18 month term. If you give notice to cancel in a minimum term you get charged early disconnection fees by VM.

If your minimum term ended on 12 May 2024, you would move to a rolling 30 day contract. You can simply give VM 30 days notice to leave. But once your minimum term has ended your price increases to the 'standard' price for your package.

You would only start a new 18 month minimum term period with VM if you had agreed this yourself by going through a renewal process.

You have been given incorrect information by whoever you were in touch with if you have already completed your minimum term on 12 May 2024. In all likelihood the sales agents are trying to unwittingly hook you into another minimum term.

If you do not want to stay with VM, you need to get back in touch with them and demand your right to give 30 days notice to cancel if you have not agreed to a new minimum term.

If VM is telling you that you have started a new minimum term they must explain how/when that was started if you have not agreed to that.

[Megan_L]

Hi Jayram141,

Thanks for posting on our Community Forums for the first time to get help with your contract. Sorry if the recent call with our agents has raised confusion and concern with you. 

Just to reiterate what Goslow has said, which is correct, when your contract comes to an end, we will send you an End Of Contract Notification 1-2 months before your end date. 

If you do not contact us to renew your 18 month contract or to cancel by the final day of your contract, changes will occur on your bills.

Your bill will increase to the basic amount for the package as all promotional discounts would have expired. You will then go onto a rolling 30 day contract, meaning you are free to give us 30 day's notice to leave without Early Disconnection Fees. 

If you wish to cancel whilst still in contract, for example if you're moving out of the country, the Early Disconnection Fees still apply. 

Please let us know if you have any other questions or concerns and we will gladly help.

Thanks,

Meg

[jayram141]

goslow, Number-6, thank you for your feedback.

A VM employee not only gave me misleading information but also put me into a new contract which I need to cancel within 14 days. This is another form of scam.

Today, I was on the phone trying to contact VM to discontinue the service, but unfortunately, I had no luck at all. I tried four times, spending almost 3 hours and 41 minutes.

I even tried the web chat with lots of questions, but as soon as I mentioned that I wanted to cancel my account, the person said I was in the wrong department and would transfer me to a different person. This started at 15:00 and terminated at 18:20 by itself.

Megan_L, you said, “If you wish to cancel whilst still in contract, for example, if you're moving out of the country, the Early Disconnection Fees still apply.” I have read the agreement or contract documents. Can you please tell me on which page or in which paragraph it states that if someone is leaving the country, the EDF still applies?

[goslow]

You are in danger of side-tracking your issue here @jayram141. EDF do not apply to someone who has finished their minimum term.

If your minimum term ended on 12 May 2024 and you phoned in on 13 June 2024 (to give your 30 days notice to cancel) then EDF would not apply in those circumstances as you have completed your minimum term and you simply need to give 30 days notice. You could then leave VM.

If you wait for the next VM forum team reply here I would hope they will PM you directly to resolve the issue for you and process your cancellation (if that is what you want to happen)

[jayram141]

I just want to cancel this account. I am angry with myself for being tricked into signing a new contract for another 18 months. I am hoping VM will contact me or I will be able to speak to them.

goslow, thank you for your feedback.

[unisoft]

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@jayram141 wrote:

I just want to cancel this account. I am angry with myself for being tricked into signing a new contract for another 18 months. I am hoping VM will contact me or I will be able to speak to them.

goslow, thank you for your feedback.

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If they've been "creative" in getting you into a cheaper contract, its certainly locked into a new 18month contract. You got 14 days to get it resolved. Don't bother with standard customer services, ring in and use the Leaving Virgin option that will hopefully bypass some customer services 1st line.

If they say things like you agreed, ask them for a DSAR which would include the recording of the call originally made or do one here: 

https://www.virginmedia.com/help/dsar-faq

Lastly, do let OFCOM the regulator know about your experience. 

For complaints to OfCom about mis-sold contracts (i.e. what was not agreed) then complete this simple online form at OfCom:

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTSwitchedWithoutPermission

[goslow]

If you have been duped into a new contract, after being given false information, then time is not on your side. VM won't be contacting you. You have 14 days to cancel the renewal so you have to take the initiative. Once you have cancelled the renewal you also have to give 30 days notice to cancel your original contract as you had finished your minimum term.

Try phoning in first thing in the morning, when the lines first open, and go via the 'thinking of leaving us' route to speak to retentions to cancel.