Hello,

I signed up for a package deal from Virgin last October for tv, broadband and telephone but I'm desperate to cancel it. We got the top, fastest broadband option costing nearly £40 a month, however, the connection constantly disappears and when it is actually working, its incredibly slow. Our virgin tv box always crashes as well which can be really frustrating. We're paying nearly £80 a month for this (originally stated £64 but they neglected to say that was exc VAT) and have decided we can get a much better deal elsewhere.

However, when I first went to sign up, I was told that I wouldn't have to sign up to a contract. Soon after we were connected though, I got a letter through the post containing a contract for 12 months and a request for me to sign and return it. I didn't do this, but I'm worried that they will hold me to the contract anyway. Does this mean we won't be able to cancel virgin without being charged for the rest of the six months?

If anyone has any advice, it would be greatly appreciated. Thank you.

You need to contact Virgin as soon as possible and explain your position. It might be best to put things in writing.

Assuming that things have moved past the "cooling off" period, you should give Virgin a chance to put things right and, if they fail to do this, you can tell tham that you wish to end the contract as a result.

I'm in a similar situation.

My tv and broadband all work fine but following a fire at my property I'm having to move in with my partner. She already has the same package as me so I spoke to Virgin Media and they said that if I cancel I have to pay the remaining six months. Obviously if I move the service with me, she'll have to cancel hers and be left with the same cost for cancelling.

Having spoken to them over the phone, theyve contradicted themselves so many times and although the service here is fine, it seems that if things don't go their way they really dont have a clue what they're talking about.

Since I've been packing for the move, I also found my contract that I hadn't signed or returned so I sent an email which was, in effect, asking them to consider an alternative given my circumstances and that I am unable to take the package with me. As a little treat, I added at the end of the email that I still had the contract here and that "I assumed the 12 month subscription was optional as I received it after I'd been connected and continued to retain the service without completion of any agreement"

I'm hoping it appeals to their better side (if they have one) so I'm waiting on a reply.

A few people have said that the easy way out is to say that you're moving house and using the postcode checker, give them an address that is unable to receive Virgin Media.

But they probably have a response for that. The reason its so hard to get out of these things is that to cover their installation costs, they have to make sure they get at least 12 months subscription from us.

Don't give up!

To all people having problems with virgin Media.

I have just cancelled my TV/phone.broadband bundle because they entered me into a 12 month contract without me knowing ( i did not find out until i tried to cancel my services that i couldn't until january next year) If you go to the virgin media website, click on complaints and E-mail them your complaint (threatening legal action always helps) which will go to head office as they are the only people that can sort it out for you. The call centres can not disconnect you unless you pay over £250 fine. I received an E-mail the next day saying they were on the case, and then a phone call the following day saying as from next month my services will be cancelled.