Virgin maintains its reputation as the worst broadband provider
I've run out of ideas for how to get VM to respond to - or possibly even notice - my repeated complaints. As I could get no WiFi service in my office, I upgraded to their plus package (can't remember the exact name), which "guaranteed", I think, 20Mb in every room. It didn't work. After the usual difficulty in getting to speak to someone, I requested the guaranteed further extension pod, only to be told that the advertised guarantee didn't exist. I was persuaded, unwillingly, to upgrade my package from 300Mb (already more than adequate) to 1Gb (not neede), as this DID carry the guarantee. I was promised a post-delivery phone call to ensure everything was now OK. Of course, that didn't happen.
I once again penetrated the delays and obfuscations to get contact and was required to wander from room to room, sending screenshots of my Virgin app. It was agreed that there was no service in my office, and a pod was promised. Unsurprisingly, that didn't happen either.
Several failed contacts later, I gave notice that, as my sole reason for upgrading was to receive the extra pod in accordance with the guarantee, I would terminate my account on 30th September. On 13th September, I received a call from a complaint handler, who asked me to perform the coverage tests. As I was in an airport terminal prior to leaving the UK for 10 days, I explained this was not possible, and anyway the tests had already been performed. Much discussion later, I was promised delivery of an extender pod before my return to the UK on the 22nd (My wife was a home to sign for receipt). This didn't happen either.
I've since sent repeated complaints and engaged in chat sessions to try to resolve the matter. Promises to escalate my complaint have been made, but never executed. Each time I've reiterated my intention to close my account unless Virgin provides the contracted and guaranteed service. As the contract had not been performed, I would not pay any early cancellation fee. Each of these produced the same copy-and-paste response:
Thanks so much for the chat on 04/10/2024. We’re very happy to be able to resolve things for you.
Here’s a quick recap
Your complaint was:
Cable -> Customer Experience -> Complaint Handling
And here’s what we agreed:
Package -> Extra info on package and product
In fact nothing had been agreed and no action was taken, other than for the complaint to be closed.
As I needed time to appoint an alternative provider, I decided to extend my cancellation by paying my October subscription, extending cancellation to November. I received an email acknowledging the cancellation and stating that my final bill would be £94. As this indicated that Virgin Media had accepted my statement of non-performance, I arranged a new contract with Sky. Virgin responded by demanding a cancellation fee of around £780 (I say around because two emails were received, quoting different figures).
I've tried to raise a dispute, but once again am unable to speak to anyone with authority. I've been promised escalation and a call-back, but, and this may come as a surprise, received none.
I am referring the case to the Communications Ombudsman, but this is going to take time, and I have no idea whether Virgin will attempt to block the transfer to Sky.
If anyone has any idea on how to get through to this appalling company, I'll be most grateful for your advice.
If VM believes you owe money, and are still in a minimum term, it will not allow you to cancel without paying EDF. You can leave in a minimum term by paying an early disconnection fee. Unless you have explicit written confirmation from VM that you can cancel with no EDF, due to VM failing to provide the service advertised, then you should assume that you haven't actually cancelled (or that you may have cancelled but VM is expecting EDF from you). Once VM has you locked into a minimum term, it will not let you go easily.
The broadband speed guarantee applies to speeds to the VM hub (not wifi).
https://www.virginmedia.com/legal/speed-policy
The wifi speed guarantee is different. You can add Wifi Max for £8 per month (included in 1Gb and Volt packages)
https://www.virginmedia.com/virgin-tv-edit/tips-and-tricks/wifi-guarantee
which will give you up to 3 VM pods (previous offering was Intelligent WiFi Plus)
https://prod.ctassets.virginmedia.com/uploads/Wi_Fi_Max_POST_21_JUL_2023_v3_059b6b25db.pdf
It's a bit confusing to follow all the details of what happened but it's not clear why you upgraded to the 1Gb package if you already had the wifi max/plus add-on (though we often see on here VM sales agents upselling a package speed and claiming it will resolve a wifi issue, which it will not).
How many pods did you get from VM in the end and did they make any difference to the wifi coverage?
If the speed to the hub is good and reliable, many on here would suggest ignoring VM equipment and putting the hub into modem mode and using your own wireless equipment to get the required coverage. Less to do with VM administering your wifi setup the better.
If 8 weeks have elapsed since you first complained to VM you can go to the ombudsman with a complaint
https://www.commsombudsman.org/our-process
which might be quicker than you think based on some past feedback on here.