Contract mid-sold

[NoFan]

Contacted Virgin as my contract was coming to an end. I wanted a bigger bundle but the offers were poor. Somehow got talked into taking out 1Gb broadband and 02 together for £64 per month. I was previously on an ok deal of about £30 for broadband per month. Since they issued the 1gb box I’ve had two engineers out to get it working and it’s still not providing speeds any better than what I previously paying for at half the price. On top of that 02 data is rubbish in my City and non existent at my place of work which I was also told was good. Somehow virgin don’t recognise this a breach of contract. Worse yet the pods provided to get the previous broadband to work need upgrading to work with the 1Gb box which an agent admitted to me 3 months after contacting about a string of issues. The two engineers who visited got speeds to work of course on their apps while in the house only to drop to zero by magical misfortune after leaving. 

I’m outraged with Virgin Service robbing my account for poor service and as always they threaten debt collection if I suggest I’m leaving due to pathetic service unless I pay a massive fee to end their contract. 

[jpeg1]

Yep, that's Virginmedia. You've been tricked by their sales person. 

[Akua_A]

Hi @NoFan

Welcome back to our community forums and sorry to hear you have been having issues with your new hub deal. We can understand the frustration caused and want to assure you that this is not the level of service we look to provide. We can see you recently contacted our team regarding this. Do you need any further help?

Thanks,

[NoFan]

Yes I do need further assistance. Apparently they have now updated the pods but I’m still not getting the speeds even in the room next to the hub. I’m still getting at best what I was on prior to this so called 1gb service.   a lot of the day I’m getting drops affecting my job. O2 are in the process of closing my account with them so now I can at least move to another phone service. Virgin still aren’t admitting they have mid-sold a service, won’t let me out of contract or make any offer to compensate. Everytime we speak, I’m put through to another team who fob me off, hang up or speak of a 3rd engineer but don’t arrange a visit. One earlier engineer replaced a component in the outside comms box, he said it was lucky he had the part as virgin don’t supply them anymore. Virgin started this contract on unreliable out of date tech. 

[Molly_T]

Hi NoFan 👋 Thanks for getting back to us with this additional information!

We appreciate your frustration given the experience you have had with service issues. We'd like to take a closer look at the account so we can see what's happening at the moment and offer further support to get any issues resolved. 
We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞