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Closing account

Hi there 

 

I’m wondering if someone can help me?

I have been battling for quite some time with virgin to get my internet issues resolved, 3 engineers later and still experiencing issues 

the internet has been confirmed to be dropping out at least once a week for the past 7 weeks I’m at the point I want to cancel my contract but feel I shouldn’t have to pay the £240 cancellation fee 

So after many many phone calls i have spoken to a manager who has now taken it to deadlock after I refused to accept half towards the cancellation fee 

 

can someone tell me what my next steps are please? 

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Message 2 of 6
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Re: Closing account

what do you have to do to get the connection back up once a week?

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Re: Closing account

I have to reset the modem or the tv boxes 

apparently it does it automatically as well according to retentions team 

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Message 4 of 6
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Re: Closing account

having to restart network gear isn't really going to get you anywhere if you take it to cisas as the connection is working.

You could try modem mode with your own router.

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Message 5 of 6
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Re: Closing account

It’s not me that’s took it there by all accounts it’s virgin that have 

they won’t even talk to me about the account now because apparently it’s been deadlocked 

All I wanted was for virgin to recognise the however many calls made to get this rectified 

The 3 engineer visits min the space of two weeks

1st turned off some smart Wi-Fi signals apparently 

2nd unplugged my modem and connected to the box on the wall 

3rd told me it was a problem in green box which he’d fixed it later went down that night 

And the various other complaints I’ve made since renewal in sept 

the manager I spoke to was supposed to be putting me through to the retentions team and I got cut off so I phoned back to be told they couldn’t discuss it with me 

I’m so clueless as to what’s going on 

I appreciate it your advice though thankyou xx

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Re: Closing account

Hi Kayburke86, thanks for the message, I am sorry to hear about the experience which you have had with us. I will send you a private message so that this can be looked into - Chris 

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