Forum Discussion

Troybhoy94's avatar
Troybhoy94
Joining in
2 years ago

Cancel!

How can I cancel without cancellation fee? 4 hours wasted after work on phone to the shambolic customer service past from pillar to post wanting to cancel as my wifi runs at half the speed of minimum speed on contract! Asked to speak to managers then they would hang up on me fed up of this lot! Told i am under contract till october 2024 and need to pay 900 odd quid! When last week i was told i could cancel no bother. So I am telling you now I am no paying that and will be disconnecting boxes and have sky installed

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 years ago
    Troybhoy94 wrote:

    How can I cancel without cancellation fee? 4 hours wasted after work on phone to the shambolic customer service past from pillar to post wanting to cancel as my wifi runs at half the speed of minimum speed on contract! Asked to speak to managers then they would hang up on me fed up of this lot! Told i am under contract till october 2024 and need to pay 900 odd quid! When last week i was told i could cancel no bother. So I am telling you now I am no paying that and will be disconnecting boxes and have sky installed

    Wi-Fi speed isn't guaranteed at half the speed of your contract, only wired connections.

    Wi-Fi is guaranteed at a minimum of 30Mbps:

    https://www.virginmedia.com/wifi-max

     

    https://www.virginmedia.com/broadband/speeds

    Things that may affect broadband speeds

     

    The actual speed you experience can be lower than estimated. Virgin Media speeds may be affected by things we can’t control – like the use of WiFi, the device you’re using, the wiring in your building and the number of users online accessing a particular website. Also, high usage, such as during major sporting events, at peak times may cause congestion.

    Our minimum download speed guarantee

     

    When we explain broadband speeds, there are always different factors involved. So while the actual speed of your service may vary, for new and existing customers who changed their broadband services on or after 28th February 2019, we now provide a minimum download speed guarantee to your Virgin Media Hub. This is 50% of the advertised internet speed for your broadband service on the date you placed your order.

    Our current advertised speeds are listed in the table above. You’ll need to keep the Hub plugged in and switched on for us to get speed information from it. The minimum download speed guarantee does not apply to outages.

     

    The right to end your contract

     

    If the download speeds to your the Virgin Media Hub falls below our minimum download speed guarantee for three consecutive days (continuously or intermittently) and we’re unable to fix the problem within 30 days, you may be able to leave your contract without paying an early disconnection fee.

    That goes for new customers, or existing customers who changed their broadband services on or after 28th February 2019. This being said, we always aim to deliver the Virgin Media broadband speed you signed up for.

    • Troybhoy94's avatar
      Troybhoy94
      Joining in
      2 years ago

      Well it states on contract what the minimum speed is! It does not say 30mps I can assure you. Wifi laggy cuts me off as well so how is this acceptable? Then on the phone to someone in tech support trying to fix issue then hangs up after being on the phone for over an hour not to call back the  back on the phone and same thing happens again!! Customer service is a joke!! I can assure you once this month is paid not another dime will go to virgin media again wasted my whole night on a phone to incapable staff

      • Beth_G's avatar
        Beth_G
        Forum Team
        2 years ago

        Hi Troybhoy94,

        Thanks for posting, welcome to the Community Forums 😊

        I'm sorry to hear you've had such a poor experience with us as of recent and for the speed issues you're experiencing.

        Firstly to clarify, we do not guarantee wireless speeds unless you are subscribed to WiFi Max. More information about WiFi Max has been linked above. Otherwise, we can only gaurantee speeds to the Hub itself and this is roughly half of your advertised broadband download speeds.

        I'll be more than happy to help you out with these issues and get a complaint raised for you. I've popped you over a private message so I can take your details.

        Thanks.