Any way to just give up?

Question

My house move is not going well. &nbsp;Quick start Hub showed 'access denied' to the VM network, despite having good connection etc. &nbsp;Seemed to be an account or activation issue, but it completely baffled the CS people I spoke to. &nbsp;After a week with no connectivity, we had an engineer visit. &nbsp;They swapped the Hub, but after a couple of hours said it wasn't a technical issue that they could see, it was an account problem. &nbsp;They promised to escalate it and raise an appropriate ticket. &nbsp;In the meantime, the new Hub was showing different errors; flashing blue light, unable to acquire an IP address, and not locking on to any US/DS channels.Heard nothing for a couple of days, so I called to chase it. &nbsp;Was told a Hub problem was seen (unable to receive activation commands), but they could resolve it remotely and would call me back in a few hours. &nbsp;No callback. &nbsp;I called again, and was told that actually, I needed an engineer visit.It gets really bizarre now because he said engineers were available next few days, but there was a 'low chance' they would actually make it to me (?), so instead I have one booked for 5 days time. &nbsp;No further explanation as to what the issue is, or what the engineer will do; especially as the last one said they couldn't do anything!Instead of waiting 5 days for an engineer with no actual explanation of the problem or plan of action, I'm in a full fibre area. &nbsp;I could get a provider like 1310 or Vodafone to start me on a 1.6-1.8Gb plan within 2 days. &nbsp;How long does this need to go on for, before I can ask for my remaining contract to be thrown out? &nbsp;I'm beginning to severely doubt I'll actually get a service here, and as I work from home, I'm not really able to wait months for them to figure something out.&nbsp;

goslow · Answer

I am reading your post as if you have moved home and are a new customer to VM (as opposed to moving home and taking VM with you). Is that correct? New home and new VM customer?

Your options may depend on whichever is the case.

Elm · Answer

No, I’m an existing customer. They closed my old account and opened a new one when I moved; not sure if this is perhaps because I moved from XGS to HFC.&nbsp;

goslow · Answer

We have seen plenty of past topics on here to do with problems setting up XGS-PON connections linked to activation-type issues. No sure how that would cause a problem though moving to a new account on a different type of network connection.

If you are an existing customer it is more cumbersome to disentangle yourself from VM than a new customer who has a 14 day cooling off period.

You will be due compensation for the failed activation during your move. Keep detailed notes (timeline format) with dates and times of everything and corresponding evidence such as screenshots, texts, emails etc.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

I would suggest putting in a formal complaint to VM that they have failed to reinstate your connection at your new home. Give them a 'reasonable' deadline (maybe say 30 days from the point when you first tried to re-connect) and state that if they have not reactivated your connection by then you want to be able to leave without any further notice period and without any early disconnection fee penalty.

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

The VM formal complaint is a required first step before the ombudsman but will, very likely, be met with a nonsense gobbledegook 'resolution' in reply. When that happens you can reject the VM resolution and, with a deadlock letter, go to the ombudsman to request you are released from your contract without penalty and further delay. The process is explained below

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

This might not be a quick process. VM is likely to be uncooperative in letting you leave without penalty, even if they cannot fix the issue and the delay continues.

You should get a reply from a person on the VM forum team on here, usually within a few days, and they might be able to make some further progress for you behind the scenes. You are more likely to get useful help on here than via other VM support routes so let the VM forum team try first of all.

Edit: Can now see you made an earlier topic recently on the same subject. The above advice still stands if you want to leave but you would do best to stick to one topic only to get the most useful help on here.

Elm · Answer

Thanks for the advice so far.&nbsp; I've found my original contract and the new one.&nbsp; I'm still in the cooling off period for the new contract, so looks like I can cancel.&nbsp; My original contract at my old home was 24 months from April 2023, so I only have a couple more months to run.&nbsp; I think that it might be simpler to order an FTTP package and wait for the Openreach engineers, and give up on VM.To that end, does anyone know a number for retentions, or how to get through to someone about cancelling?

goslow · Answer

The number for retentions is the general number 0345 454 1111 (call charges may apply) or 150 from a VM landline (free) and then the 'thinking of leaving us' route.

You seem to have some further layers of complexity here to what is already sounding a complicated issue!

AIUI, if you move home, and want to take VM with you, you can pay VM an admin fee and take the same services/minimum term period with you. Alternatively, if you want to change services when you move, you can do that but that starts another new minimum term period.

We have also seen regular examples on here of customers complaining that they moved home and expected a continuation of their services but VM had put them on a new minimum term (often without the customer being aware).

If you have started a new minimum term period with VM in your new home then you have a 14 day cooling off period for the new contract. That would usually start when your service is activated but in the case of a 'Quick Start' VM may well charging you shortly after the Quick Start is delivered (even though VM's T&Cs state a later activation date should apply if the Quick Start does not work).

If you upgraded a service in your existing minimum term, and then cancelled in your 14 day cooling off period, you should revert back to the previous package/term you had before.

So your options may depend on what exactly has taken place during you home move and what you have agreed to. Needless to say VM is unlikely to make it easy for you to leave if VM claims you have started a new minimum term period.

Some providers are currently offering help with leaving fees (inc Vodafone and EE). You might want to look into those if your minimum term does end in April 2025.

Forum Discussion

Any way to just give up?

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