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.

[David_Bn]

Good Morning @jayram141, thanks for coming back to us and I'm sorry to hear of the poor customer experience you have endured from our team.

I'd be happy to look into this for you to ensure that either a cancellation is processed or, if applicable to you, a new more suitable deal can be found for you to work with moving forward

Thanks,

David_Bn

[jayram141]

unisoft & goslow ,Thank you for your feedback.

Since this morning, I have been on the phone, waiting in the queue. I will cancel this account today.

David_Bn, without reading the content, you are just writing a reply and still trying to scam me into another deal.

To all the VM employees and the VM Forum Team, could you please explain why, when a customer calls to cancel an end-of-term contract, you can't be honest with them and tell them they are on a rolling contract, which they can cancel with a 30-day notice period? Alternatively, you could offer to renew the contract.

[unisoft]

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@jayram141 wrote:

unisoft & goslow ,Thank you for your feedback.

Since this morning, I have been on the phone, waiting in the queue. I will cancel this account today.

David_Bn, without reading the content, you are just writing a reply and still trying to scam me into another deal.

To all the VM employees and the VM Forum Team, could you please explain why, when a customer calls to cancel an end-of-term contract, you can't be honest with them and tell them they are on a rolling contract, which they can cancel with a 30-day notice period? Alternatively, you could offer to renew the contract.

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To be fair, I think David_Bn is trying to process a cancel for you OR try and get you a better priced deal to stay. The forum staff do not normally do package changes and he may have a UK contact in VM for you to chat to, rather than off-shore. Most of the forum staff are usually the only chance of getting help in VM, compared to standard customer services, and they've stepped in on many occasions to stop some nonsense. Megan_L's response fell short though, and I assume she did not read properly and skim read before her reply.

[jayram141]

Thank you for all your help. I was finally able to close this account.

Megan_L, you mentioned, "If you wish to cancel while still under contract, for example, if you're moving out of the country, the Early Disconnection Fees still apply." I have read the agreement and 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?

[Ashleigh_C]

Hi there @jayram141 

Thank you for popping back to us, you can view more in regards to the EDF terms and conditions online here and within paragraph N.16 of the terms and conditions. Here we do detail the regulation and how we can sometimes waive EDF if you move somewhere outside of our network coverage and are able to provide evidence of the address, but this would still need to be within the UK. 

[goslow]

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@jayram141 wrote:

<snip> 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?

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See

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

and expand the FAQs section 'What if I’m moving home?'

[jayram141]

Thank you for your answer. The FAQ addresses questions specifically about moving home within the UK, not about leaving the country.

[goslow]

Moving outside our network area, but still within the UK? It’s possible to be credited back your Early Disconnection Fee. Just provide us with some valid evidence of your new address, we’ll check it and get back to you within 30 days. The value of your Early Disconnection Fee will then be credited to your account.

Two conditions have to apply for the EDF waiver. You have to 1) be moving outside the VM network area and 2) still within the UK. If you are not moving within the UK, the EDF waiver doesn't apply.

If you are being evicted, and with the accompanying legal doc's, VM does seem to have been responding to these favourably in some recent topics to waive EDF.

[Zach_R]

Hi @jayram141,

It looks like @goslow has helped to provide clarity regarding your query of EDFs still being valid if a customer chooses to leave the UK whilst midway through their agreed minimum term.

I've read through the thread and understand your concerns, and apologise that you're unhappy with the experience. I can also see that one of my colleagues offered to help look into a change of bundle or to assist in a cancellation, as it seems from what's been posted that the latter is what you're after. However, I don't believe they've received a response to the private message they sent to you.

If you'd like further assistance on the matter then please respond to that when you can and we'll do what we can from here to help, or if you'd prefer to call then you can reach the team on 0345 454 1111 (or 150 from a Virgin Media landline).

Keep us posted.

Thanks,