Supplier Statements
Change Of Occupancy Notifications (Council Tax, Water/Sewerage and Electricity/Gas)
We can only register the move-in or move-out details with the properties suppliers/providers, we are unable to:
transfer accounts from one property to another
transfer or close direct debits
most suppliers cancel direct debits once they register our notification but you may want to check with them directly
Some councils require the completion of an online form for council tax updates, which we are unable to do on your behalf. If this is the case, we will send you a link in the Home Setup email summary for you to complete the form yourself.
If you are either a Single Occupant or a Student, we will include notification of your single occupancy/student status in our notification to the council, but they may not be able to activate the single occupancy/student until confirmation from you.
We send out our notifications 7 days after the move date. This is to give yourself time to make any last-minute changes or to submit initial meter readings.
You can expect their initial correspondence within 6 weeks from the move date. If you haven't heard from any supplier after 6 weeks, we advise you to contact them directly to inquire as to why they have not been in contact.
Energy Switching
Energy quotes are an estimate based on the size of the property. We do recommend giving regular meter readings to the energy suppliers, as they can then change your monthly payment to reflect what your actual usage is.
If they do not receive regular meter readings, they may change the monthly payments in line with historical energy usage data on the national databases for the property.
Direct Debit payments are taken a month in advance.
Your supply start date with a new supplier will often be after your move in date. Therefore you may get a small bill from the current supplier at the new property to cover the period from the tenancy/occupancy start date, to the date of the switch.
Switching your energy will not involve your energy supply turning off at any point. You energy supply will be continuous throughout.
Broadband Setup
If you have any existing broadband, phone or TV accounts, we are not able to amend or cancel these due to suppliers' data protection regulations. You will need to contact these directly.
You need to you able to make decisions about changing your phone and broadband services.
TELEPHONE
Depending on what is available in your area, your new telephone service may use your Internet connection to make and receive calls. All UK providers are moving to this type of service, but they will need to check if it’s suitable for you.
This means that you won’t be able to make or receive calls if there’s a power cut or network outage, and any device connected to the line like a telehealth device, care alarm, fire alarm or security alarm won’t work. Please check with your device provider to ensure your equipment is compatible with their line. Always keep a charged mobile phone handy for emergencies and please let the provider know if you have accessibility needs, feel vulnerable or do not have access to a mobile phone.
You may need to plug your phone into your router to make calls. Any extension sockets in your home won't work. If you experience problems with your service, or your circumstances change you should contact your broadband and phone provider.
BROADBAND SPEEDS
The actual speed you experience will vary and may be lower than your estimate. This may be due to a number of factors including your use of WiFi, your equipment, your internal wiring, peak time congestion and the number of subscribers accessing a particular website.
The minimum download speed to your router should not fall below the minimum guaranteed speed. If this happens for three consecutive days or more and Virgin are unable to fix the problem within 30 days of you reporting the problem to the provider, you may have the right to exit your contract without a penalty. If you receive a download speed to your router which is below the minimum download speed, please contact the provider.
You should contact your provider if you believe your speed is below the Guaranteed Minimum download speed. More information on Ofcom's code and broadband speeds can be found in your welcome pack.
By completing an order on your Homesetup call, you are accepingt that you may undergo a credit check and may be subject to early disconnection fees.
TELEPHONE
If your calls package is Pay As You Talk, the calls you make will be chargeable
EQUIPMENT
Broadband equipment is loaned to you at no cost but upfront charges may apply for set-up. The equipment must be returned when the service ends, but the good news is that if you ever have any technical issues with it, including associated hardware, you won't be charged for a standard service visit.
BILLING
To set up your Direct Debit instruction you will need to provide the name of the account holder, the bank or building society account number and sort code. If the amounts to be paid or the payment dates change the provider will notify you five working days in advance of your account being debited or as otherwise agreed.
TV
The installation of a Dish may require some drilling into the property walls, therefore we advise you to inform the building owner of this. If the building owner refuses to allow the dish to be installed, you do have a 14 day cooling off period in which to cancel.
Your services may start during your cooling off period. You can still cancel in that period but you will be charged for services received up to that point.
An 18 month contract applies to your TV services including any Sports/Cinema packages.
In your minimum term TV prices may increase once every 12 months by up to 10%.
CONTRACTS
If the provider increases your monthly subscription price for Broadband, Talk or Line Rental you may cancel your subscription without early termination charges. Details of call rates and optional charges can be found at directly with the provider. Other prices and services may also vary. The provider will let you know about any material changes before they make them.
To end your TV contract you'll need to give the provider a minimum 31 days' notice which cannot end before your minimum term. Early termination charges are payable if, during your new minimum terms, your Talk or Broadband contracts end or the provider ends your TV contract.
BILLING
Your first bill may be slightly higher due to covering your first full month in advance.
There may also be a deposit taken during the call which will be refunded onto your first bill.
A guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
If there are any changes to the amount, date or frequency of your Direct Debit, the provider will notify you in advance of your account being debited or as otherwise agreed. If you request the provider to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit by the provider or your bank or building society you are entitled to a full and immediate refund of the amount paid from your bank or building society.
If you receive a refund you are not entitled to, you must pay it back when the provider asks you to.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the provider.
If you take a sim with your package, the provider may need to set up a separate Direct Debit for your Mobile products because they will be managed by separate companies. You can use the same bank details as before or enter different bank details. Whichever you choose, you’ll get two separate bills – one for your broadband/media and one for your sim products.
MARKETING
The broadband provider would like to use your contact details to update you about offers, news, products and services. You are free to change your mind at any stage in the future.
INFORMATION GATHERING
The information you give may be used to run some credit, fraud and security checks, and to contact you to process your order and set up your accounts.
For more on how the provider treats your data and your data subject rights, check out the providers websites and their privacy policy.
IDENTITY, FRAUD AND CREDIT CHECKS
Some of the personal information collected may be shared with fraud prevention agencies like CIFAS. If fraud or money laundering is detected, you could be refused certain services, finance, or employment.
As the provider keep ownership of your equipment, rather than make you buy it, they need to do a credit check using agencies like Equifax. Without performing these checks they will not be able to progress your order. If your package comes with a sim, they will share your details with the sim provider.