Forum Discussion

burtoyo2's avatar
burtoyo2
Joining in
5 months ago

Ongoing TV issues

Hello!

Got a query that I hope someone can help me with.

My grandmother has an issue with TV channels sporadically not working (more often offline than actually online). We had an engineer out who 27th July who stated that it was an external problem and that someone would be out to fix. Engineer arrived 2 weeks later and said he would need to dig up driveway and that he didnt have the correct equipment.. appointment rearranged now for 22nd August..

No show.. next appointment, 7th September.

At this stage, just want rid of it and move to Sky, but current mid contract.

Is there anyway to cancel contract and not have to pay the exit fee? It seems totally ridiculous that we are paying for such awful service

  • japitts's avatar
    japitts
    Very Insightful Person
    5 months ago

    There's no provision in the T&C's for cancellation on basis of "poor service", it would be impossible to quantify that.

    You should, at the very least, be following the complaints process which allows for referral to external arbitration - make yourself familiar with the process at https://www.virginmedia.com/legal/consumer-complaint-resolution-code-practice 

    The forum staff should be along in a day or so, and may be able to at least decipher what's going on. That said, it sounds as though your case potentially involves either a re-pull (new drop-cable from streetcab to home) and/or construction work.

    Both of those scenarios are specialist and do require some planning - thus come with longer lead-times. They can also sometimes involve external contractors.

  • Martin_N's avatar
    Martin_N
    Forum Team
    5 months ago

    Hi burtoyo2,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the service issue your grandmother is having. 

    As confirmed by japitts, we wouldn't be able to cancel the contract and waive any early disconnection fees from what you have advised. 

    I appreciate the delay is frustrating but this wouldn't be done without reason. I am happy to take a look over this to see what information has been provided. 

    I will private message you now.

    ^Martin

  • SpacePhoenix's avatar
    SpacePhoenix
    Fibre optic
    5 months ago

    One thing which would probably help VM track down the problem, make a note of which channels and at what times they stop working.