Forum Discussion

Kelmondo's avatar
Kelmondo
Tuning in
4 months ago

No internet AGAIN

Virgin broadband  must be the most unreliable broadband ive ever ever had no real help support 3 months ago it went down for 10 days never got refund for that time and now gone off for another 2 days can i cancel my contract if they dont supply what they say they do reliability of service ive really had enough !!!!!!!! 

  • goslow's avatar
    goslow
    Alessandro Volta

    Are you experiencing a 'total loss of service' (TLS = no connection at all) or a slow down in speeds or an intermittent connection? Various options may apply depending on the exact problem.

    A TLS should attract compensation under the auto comp scheme

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

    although topics on here regularly describe VM trying to dodge paying what might be due.

    What actions have you/VM taken to try to remedy the problem?

    VM has signed up to the OFCOM fairness commitments

    https://www.ofcom.org.uk/phones-and-broadband/access-to-decent-broadband/fairness-commitments

    Under item 4 you should be able to leave without penalty if VM cannot resolve.

    Have you made a formal complaint to VM about the issue?

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

    That would be a required first step but, in all likelihood, it will not result in a useful outcome.

    From there you could go to arbitration via the timescales and processes below

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

     

  • Hi Kelmondo 👋.

    Thanks for reaching out to us, apologies for the issues that you are facing with service issues related to outages. When there is an outage we do have an Auto Compensation process in place, you can read more about it here 👉 Compensation. If you have not received any form of it, we would need to take a look as to when the outage was and the time frame after to now where any compensation would be awarded if you registered the outage against your account. 

    I will drop you a private message so we can take a look, please keep an eye out for the envelope on the top right of the screen, if you are using a mobile device it will be located under the little person icon in the same location.

    Sabrina