I called Virgin today to tell them I'm moving house and "please can we take our phone and broadband with us?" I did the same just over a year ago, no problem at all.
After the usual, press 6, press 2, press 1, say your name, press 5, etc. I got through to a real person. Heavily accented, but pleasant enough. Then "no, sorry Mr SimpleSimon, Virgin don't cover the area you're moving to"
Oh, well that's a shame, never mind, please can I cancel?
You have to pay us £45 on top of your next bill because you're terminating early.
What, even though you can't supply me, I have to pay?
So you're saying you're unable to provide me with the service I'm paying for any more?
But I have to pay you to stop providing it?
Because you're terminating early.
Only because you don't cover my new house
Maybe you could let the contract expire?
What, and let the next tenant use services I'm paying for for the next 3 months?
Oh. Then it's £45 for early termination.
Has anyone else suffered this madness? I'm disgusted! It's not just the money (although I'd rather keep my 45 quid!) it's the principle. She even had the nerve to threaten me with a debt collector if I cancel the direct debit! It's not as if I'm ditching them in favour of a better deal, they're literally turning away my business...
At long last I found a way to complain that doesn't involve wasting my time on the phone, so I'm about to write to them (mysteriously they evidently don't have broadband at their offices, as there's no email address to be seen anywhere on their vast website).
I won't hold my breath for a reasonable response, but we'll see..