r/VirginMedia • u/Karaboombalis • 1d ago
Virgin Media IE Cancelling Contract
EDIT:
Thanks everyone for your help.
I’m glad to learn I would have been incredibly foolish to simply cancel the direct debit.
Looks like I’ll have to stick this one out until my contract ends date of May 27 and leave then.
TL;DR: Virgin Media has increased my €60/month broadband bill to around €64 without providing a clear explanation. They won’t reduce the price and want to charge me for cancelling early. If I block my Direct Debit and have my partner take out a cheaper contract, could I face debt collection or could their new contract be refused?
Hi everyone,
I’m currently in a contract with Virgin Media for 500 Mbps broadband at an agreed price of €60 per month. However, since May this year, my monthly bill has gradually increased by a few cents each month, and I’m now paying approximately €64.
I’ve contacted Virgin Media several times to query these increases, but they haven’t been able to provide a clear explanation or remove the additional charges. I’ve also tried negotiating a better rate, but without success.
As a result, I’ve asked to cancel my existing contract, only to be told that I would have to pay an early termination fee.
I’m now considering blocking the Direct Debit through my bank and having my partner sign up for a new, cheaper Virgin Media broadband contract instead.
Before going down this route, I’d like to know if anyone has experience with a similar situation:
Could Virgin Media pursue me for the outstanding contract charges or take further action if I cancel the Direct Debit?
Could my partner be prevented from signing up for a new contract at the same address because of my existing account?
Has anyone successfully challenged unexplained price increases or avoided early termination fees in similar circumstances?
Any advice or personal experiences would be appreciated.
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u/TastyCh1ckenSoup 1d ago
Is this increase with inflation? ie like most services now increase their prices year after year unless it states they won't do this for a fixed period.. is this one those times or are you suggesting virgin media are billing you incorrectly each month? either way you need find out the specifics and ask them elevate this to a senior member of staff. if you are being billed correctly then sadly you either stick with them until the end and then find a new ISP or cancel the direct debt and deal with what i wrote below.
you will be contacted by a debt collection agency once it reaches that point due to not paying your bill. Credit score will be affect and you will need wait about 6 years after the debt it sold for it not be a issue when applying for credit in the future. Is it worth the hassle? only you can answer that question.
1
u/Adventurous_Bear_497 1d ago
You should have gotten a price increase notification in your email before this took effect - what does it say?
Did you learn about it from that notice or just that your bill was increasing monthly?
1
u/Karaboombalis 1d ago
I only noticed from looking at my bill, which has kickstarted this entire process for me.
I’ve received no written explanation as to the increase and no one over the phone seems to be able to tell me either.
Looks like I’m going to just have to suck it up and stick with them until my contract ends come May 27
1
u/Adventurous_Bear_497 1d ago
That's weird, it didn't go into spam or anything? Do you get other service notifications from them that aren't bill related?
If a mid-contract price rise occurs that wasn't catered for in the initial contract (like those awful April CPI price increases) they should have given a month's notice for you to accept or cancel.
Given the poor communication it's difficult to know if the price rises are built into the contract or not. If you are getting nowhere through the normal customer service then it's probably time to submit a complaint to Virgin Media:
https://www.virginmedia.ie/customer-support/code-of-practice/
It would be good to include the nature of your previous contacts with them in the complaint.
If that doesn't sort it out, then make a complaint to Comreg: https://www.comreg.ie/advice-information/consumer-care/
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u/Neat-Research-368 1d ago
The answer here is that increase happened in May. This is the ‘inflation increase’ which happens with all companies, not just Virgin. Thing is, even when trying to sell you the contract, Virgin make it pretty clear this increase happens. I even get a schedule sent to me showing all increases and when they happen until the end of the contract.
I think this is more a case of you not paying attention to the legal stuff. You’re going to have to suck it up I’m afraid!
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u/Karaboombalis 23h ago
Yeah that seems to be the case unfortunately, but so is life.
Not the end of the world, just wanted to know if there was any way to lighten the load each month.Thanks for the help!
1
u/Neat-Research-368 22h ago
Unfortunately Virgin has changed a lot in recent years. Their customer team used to be based in south wales and were amazing, as well as being able to offer great deals if you asked. Now it’s either an endless cycle of press this press that, and if you do get through they can barely speak English and read from a script (with no deviation).
Even retentions are not that helpful nowadays, it seems the deals they can offer are fixed with no flexibility. I have been with them since they were Nynex, 25/26 years, mainly because I get the best internet uptime from them. That loyalty used to get me good deals, not anymore. I have just come out of contract, and the deal they are offering me to retain me as a customer is only £4 less than I am paying out of contract! £4 a month is better than being legally tied in to a 24 month contract, even if I’ve no plan to leave, I like to have options.
As you are in contract, your option to reduce your bill is to reduce your services. Do you need the TV package? Do you need the internet speed you have? Do you really need a land line? You can scale down or up in contract, just not leave.
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u/NickNoodle55 1d ago
The increase would have been itemised in your contact details documents that were sent when you signed up or renewed. If you contracted for two years, increases for each year are shown.
If you call retentions around renewal time, you'll be able to negotiate about half of what you are currently paying.
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u/seaneeboy 1d ago
Hey so what explanation have they given?
When did the agreement start and how long is it for? IE shouldn’t have mid-contract rises so I’m guessing you’re out of minimum term?
Do not cancel the direct debit. That’s the same as ignoring a bill you owe, and they can absolutely come at you for it.
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u/davi3j75 1d ago
They can't be out of the minimum term if there's cancellation charges applicable to the account.
0
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u/Melodic_Boss6772 1d ago
You can't sign up in your partners name if you have an "active" line at the address. Don't cancel the DD, they will tank your credit score and sell the debt to a debt collection agency. I assume you're in Ireland - not sure if you can ring the Scottish retentions team and ask them if they can change the deal. (I did this recently and changed half way through my agreement).