I'd like to explain my situation and how I was abused and trapped by Virgin Media. This testimony is for your help, for you to know how things are treated at VM when service faulted.
I moved in my new home on the 13th of january. A technician came to install all he services and everything was working... for some days.
5 or 6 days later, the internet connection faulted. I contacted the team and they send some technicians.engineers to look after the problem. At the begining of february they called me to inform that the technician who was supposed to come at my house won't because it is a problem of network (cable in the street) and postponed the appointment to the 12 of march (more than a month later). At this stage I was very irritated because I need internet for my work so I had to suscibe more 4G data from my mobile provider. In the meantime the have debited 92£ from my account for the service from 13 january - 12 march, so for 5 days of working services. I asked several times for reimbursement but nothing.
So the 12 march, after almost 2 months of waiting I was impatient to use my internet connect but guess what ? It was still not working. I have contacted the fault service team 2 times and they were not able to give me an answer why. The connect me to the construction team who told me they will contact me within 2 days and that the problem should be fixed betewwen 2 - 8 weeks (8 weeks again to wait!!!!!). I was exhausted and wanted to cancel to go at BT or Sky, so I called the customer services who connected me to the cancellation team. There I explained the situation and say that I wanted to cancel my subsciption without early terminate fees because the were not able to provide the service.
Oh yes, the funny thing is as the internet defaulted after 5 days and the time they send a technician to my home it was too late (more than 14 days) to cancel without fees.
So the guy told me that the constuction team will contact me within 2 days and after this call if I have to wait too (more than 2 weeks) I will be able to cancel without fees. I asked him to confirm that by sendinbg me an email. He accepted but guess what ? I never recived it.
5 days later, of course nobody from the construction team contacted me, I contacted the service and someone said that the problem will be fixed on 24th of march. Wahou ! finally a date of availability of the service i am paying for but can't use
And the 24th of march I think you have already guess that it was not working!!!
I am more exhausted than irritated now. On monday I have again contacted the team, they said the construction team will contact me within 2 days. The didnt. Today I have contacted the team, the said me the construction team will contact me today. Again and again, the same answer and no internet.
So finally I decided to contact the complaint team. I chatted with Zoe, who were very unpleasant. She told me that I have to wait 7 more working days. I said that I cannot wait anymore as I am waiting for almost 3 months now. So as your colleague told me before I wanted to cancel without early terminate fees. And what was my surprise when she told me than it wasn't possible that I have to pay more than 100£ for terminate my bundle!!!!
I feel very trapped today. VM are taking my money, they dont provide the service and if I want to terminate I have to give more money. Is that the kinf of treatment we have to bear with this company?
I don't know what to do anymore. I continue to pay for the service, I am paying more and more 4G data from my mobile provider, and I cannot switch VM from a honest and professional provider.
I hope this testominy could help those who wondering if they should go at VM. For information in my service status it is written that everything works. So dont be abused like me and run away!
google ceo virgin media and e-mail that team phoning them does not know if your internet is on or off i think the complaint team is based not in the uk if i am right if go by leaving option and is possible to leave without fees if you not got any of the services or take this to the ceo of the company to get this sorted i did the same and get things sorted out faster honstly there is no honest and professional provider. they just what your money bt is the same after your contract ends they raise your bills over £60 on phone and internet if a problem a rise with bt openreach network it took me like 10 months to sort out a speed problem with them if the problem lays on your land you have to pay bt like £150 to get this sorted with virgin media ask them to come out you get unlimited call outs and never get a big bill if the problem lays on your land just keep on bugging them by calling them for someone to come out they will have to sort it out but go by canceling team to get someone out faster then other option
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Just another VM user trying to help out so my answers may be wrong. If you do like my answer please mark it as helpful; it may help others