Virgin Broadband

[ca71]

I took out a contract with Virgin for Broadband in late 2016. At the time, they offered me some sort of set top box which I declined (I don't watch live TV), however, when the engineer came to install the broadband, he brought it with him. I should have been more forthright with him but the upshot was it got left behind.

It stayed in the corner until a few months later when I noticed Virgin were now billing me for a service I did not ask for. I contacted them and they refused to refund. I got my MP involved and there were a few letters back and forth but nothing seemed to be resolved. It was just 'left.'

I moved my Broadband to another provider and thought that was the end of the matter.

A couple of months ago when I downloaded and installed ClearScore, I noticed that a Default has been registered in October 2017 for the sum of just over £200. In early October 2020, I wrote to the CEO of Virgin asking for this default to be removed and the balance to be written off. I received no reply.

Once I got my MP involved, I don't recall receiving any further communication from Virgin - no bills, no threatening letters, no default notice. That said, I'm not sure if they have to issue a a default notice for broadband accounts?

Obviously, I'm very keen for the default to be removed from my credit file, if possible.

Many thanks in advance

[The Tech Clerk]

You state no default notice???? sent

[ca71]

You state no default notice???? sent

Yup, nothing at all once MP was involved.

[ca71]

I've today submitted a SAR to Virgin Media so lets see what that discloses.

[ca71]

You state no default notice???? sent

Please can you advise what I can do to push back in this? Do they have to issue a Default Notice for this sort of debt?

My email to their CEO triggered a text message BOT which was absolutely useless. My SAR has not even been acknowledged.

[Joanna Connolly Solicitors]

Please can you advise what I can do to push back in this?

My email to their CEO triggered a text message BOT which was absolutely useless.

Make a formal complaint in writing to Virgin first, and if you don't get it resolved within 8 weeks you can escalate it to CISAS (Communication and Internet Adjudication Scheme) which is a sort of ombudsman scheme emailcisas@cedr.com

You can make your complaint to CISAS online here > https://www.cedr.com/consumer/cisas/

Di

[ca71]

By sheer coincidence, I received a letter from Virgin today inviting me down the CISAS route, so I've lodged a case with them.

[Joanna Connolly]

Let us know how your complaint goes

[Joanna Connolly Solicitors]

Yup, nothing at all once MP was involved.

Do you still have the same MP, and would they be willing to become involved again since it seemed to have worked last time?

You can do both things at the same time (CISAS and MP).

Di

[ca71]

Do you still have the same MP, and would they be willing to become involved again since it seemed to have worked last time?

You can do both things at the same time (CISAS and MP).

Di

Sadly, it's a different MP. I'll see what CISAS say and go from there. Last night, I also received an email from their 'Executive Complaints Team' so I am expecting contact from them at some point. I won't hold my breath.

[Joanna Connolly Solicitors]

Well you might as well let the Executive Complaints Team get involved.

You've also sent a SAR to Virgin so see what that reveals especially the engineer’s notes or the job sheet if it doesn’t mention setting up the set box.

What happened to the set box?

Also was there a minimum length contract, and when you changed broadband provider were you free to leave Virgin or could there have been some sort of exit penalty and did you give them the required cancellation notice?

Di

[ca71]

I moved providers and then heard nothing further. Set box will have gone in the bin.

[Joanna Connolly Solicitors]

Set box will have gone in the bin.

That may not have helped your overall situation but let’s see what CISAS have to say.

Hopefuly a compromise can be reached.

Di

[ca71]

Virgin have agreed to write off the outstanding sum and to request a credit file amendment (Will this mean the default will be marked as Satisfied? - Personally, I think it should be removed completely).

Apparently they have 20 days in order to effect this.

[ca71]

The Default status has now changed from 'Default' to 'Closed'.