Forum Discussion

Elm's avatar
Elm
On our wavelength
5 days ago

Help from Forum: Leaving

Hello,

I had a complete nightmare getting connected at the beginning of 2025.  Around 10 weeks with no connection following my switch-on date.  It was eventually traced to a problem with my account's profile, as I was moving from an XGS-PON area back to a DOCSIS area.  It took weeks after diagnosis before it was finally activated.

I spoke to one of the forum team who said I would be able to leave with no issues given the nightmare I'd had.  I wasn't signing a new contract, I was just moving, so was already out of the lock in period of 18 months.

I had a fibre install done and moved to that.   I'm now trying to get my VM account shut down, but it's been months with no useful output from chat, emails, or phone calls, whatsoever.  I'm also still waiting for the bill credit for the 70-ish days with no connection.  I tried complaints, but it's like the answers are generated by AI; I get strange, badly-written replied back that don't really make sense, don't address the actual complaint, and then there's never a reply if I try to say I'm not satisfied.

Even though I never signed nor accepted a new contract, the last person I spoke to tried to pile on several hundred pounds of cancellation fees.  I had previously been told by a member of the forum team here that given the disaster at the start of the year, I wouldn't have to pay a cancellation fee even if there was one.  As I say, it's a move, not a new contract, so there shouldn't be one anyway.

I'm completely sick of spending ages on the phone and getting zero help, so I thought I'd come back here.  Can a member of the forum team please pick this up and help me get my compensation and cancel my account?

1 Reply

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    10 hours ago

    Hello Elm,

     

    Sorry to hear of the account, service, contract and charge issues you've experienced, it's clearly not the level of service we aim to provide. We appreciate you coming back to us via the forums to request further assistance with this.

    Just for clarification, when moving services as long as the contract remains the same no charges should be applied and the contract should renew from the same point it was prior to moving if no changes to the services are made. We understand from the information given this is slightly different for you, but once a new account is set up and the old one closed. What indicates the old account hasn't been closed?