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Poults_1987's avatar
Poults_1987
Joining in
10 months ago

Honestly can’t believe the customer service I’m getting right now. Can’t cancel.

 

Here is the timeline

May 28th - Internet dropped out and an engineer was scheduled to come out.

May 29th - Requested wi-fi pods as they are apart of my package. Was told engineer would do an assessment and then install them.

May 30th - Engineer came out and said that construction work is needed. Said he doesn’t do assessments for home pods or ever has them on him.

Since May 28 my internet will drop out throughout various times during the day.

June 26th - Another set of engineers come out to do external work but they said they couldn’t do it and it needs construction work.

June 27th - Get my bill and they have no applied my discount so I’m paying 50% more then what my actual contact says. Operator did she has put a rolling credit note on it and added the discount.

Internet still dropping out.

19th July - Another set of engineers come out and couldn’t fix it. Said it will need construction.

Received message today saying next engineers will come out on the 7th August.

Now the kicker.

I go to cancel and I’m being told that because my signal drops in and out it doesn’t qualify me for no exit fee and that I have to pay £450.

I questioned that it says if a fault has not been fixed for 30 days I can leave.

He got his manager and the manager said no dice because the engineers have identified the fault (at this point I just think he is lying).

I am then told they wouldn’t take the call any further and his manager will call me in a week.

Please give me some advice because I am raging right now. Never experienced this level of incompetence before.

Have been a VM customer for 8 years prior this.

2 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    10 months ago

    Formal complaint to VM first of all

    https://www.virginmedia.com/help/complaints

    (a required first step but unlikely to result in any useful outcome, just a fob-off)

    Then escalate to the ombudsman under the processes and timescales below

    https://www.commsombudsman.org/our-process

    The ombudsman can't compel VM to fix your connection but may award compensation or allow you to leave without penalty if you request that.

    VM will just continue to fob you off and delay. If you need a cable replacement (which it sounds like you are describing) then pods won't help with an external connection problem.

    VM sub-contracts cable work and long delays in doing the work are a regular source of complaint on here.

    If your speed is affected (in line with the T&Cs below), you may have an 'out' via the speed guarantee

    https://www.virginmedia.com/broadband/our-speeds-explained

    in the dropdown section in the middle of the page 'The right to end your contract' and there is a 'Right to Cancel' section at the end but doubtless VM will just argue, obfuscate and delay if you try to go via this route.

    Start a BQM to gather evidence of your loss of connection

    https://www.thinkbroadband.com/broadband/monitoring/quality

    And start collecting evidence of loss of speed too if that affects you.

    Also speak to Citizens Advice about your rights under consumer law as VM is providing a sub-standard service (you may be entitled to a refund of some kind on your subscription or option to leave without penalty). Find out from Citizens Advice what your options are.

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    10 months ago

    Hi Poults_1987 

    Welcome back to our community forums and sorry to hear you have had such a bad experience with us. This is not the level of service we want to provide and we want to do our best to help. To best look into this, we are sending a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

    Thanks,