Forum Discussion

chadleyw's avatar
chadleyw
Joining in
22 days ago

Being Unfairly charged termination fee after 9 months of continuous connection problems.

Around dec 2024 the connection issues began. 

Everytime I need help I have go though the tedious customer deterrent system. After another weekend of outage the engineer that was dispatched told me it cannot be fixed. Now I asked for the contract to be terminated. They are changing me. I contested the charge over and over and over and over and the agents each time said no problem its been waivered. But it hasn't. This company is the biggest lying corporation in the UK. How are they still in business. 

 

Never again with this criminal organizations.

7 Replies

    • japitts's avatar
      japitts
      Very Insightful Person
      22 days ago

      Which is great advice if the OP has followed VM's formal complaints process, and either has 8weeks elapsed or is in receipt of a deadlock letter. The Ombudsman won't accept complaints that don't meet this criteria.

      The broadband side of proceedings is not my speciality, but there's a few more questions than answers here - in terms of what's been attempted thus far, and some background to the apparent fault.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    22 days ago

    Hey chadleyw, thank you for reaching out and a warm welcome to the community we are so sorry to hear about your connection issue.

    We can see you've spoke to the team since this post, did they manage to help at all?

    • chadleyw's avatar
      chadleyw
      Joining in
      15 days ago

      Hi Matthew

      While people keep smiling and waving at me through digital correspondence, I would say no I have not been helped.

      Virgin does not care. And the ombudsman is your partner. I read it on their website. therefore conflict of interest they can't because virgin pays them.

      I should not be paying the termination fee. Virgin Media is at fault. Virgin admits they are at fault. The Virgin Media connection box at the corner of my street is wide open.

      But I get the same answer every single time I reply to teh complaints. Its talking to a wall.

      About the below repones I keep getting getting from Virgins complaints.

      No one had ever tried to contact me.

      So that's a lie.

      If reply that horses can fly and ducks are pink. I will still get this reply.  I have 20 copies of it now.

      Therefore no one is listening.

      I want to the termination fee dropped. Not £20, £87. It would be nice if Virgin could hire a human being to speak to me.

      Here is a copy of the automated message. The one that your non existent complaints department keeps sending me.

      Customer account number: [REMOVED]
      Complaint reference: [REMOVED]

      Hello [REMOVED],  
      We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution.

      However, we would like to make you aware that, we can offer a maximum credit of £20 as a goodwill gesture. We request you to reply to this mail to provide your acceptance of the compensation so that we can process your request. We also recommend you try signing in https://www.virginmedia.com/help/accounts-and-billing/broadband-tv-phone you can manage your bills and view any adjustments online. We appreciate the time and patience you have invested in writing to us, we are looking forward to helping you at the earliest.

       

       

      [MOD - personal information removed]