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No Tv, Broadband Whatsoever

Chrissy101
Tuning in

Hi. I've had issues since middle of Mauy 2022. 1/6/23 technician came out, I need a cable repull. Repull booked, cancelled. Technician came again, still need a repull. Repull rearranged 3 times. No service at all now. Next cable visit booked for 21/7/23 (if it happens and no guarantee itll be fixed that day) My husband has no broadband to work from home. Can I cancel contract for lack of service with no penalty? I want to leave Virgin after 16 years. Just not good enough after 7 weeks! Any advise much appreciated because they said to cancel its £288 

1 ACCEPTED SOLUTION

Accepted Solutions

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi Chrissy101, 

We are very sorry for the issues you have experienced and apologise for any inconvenience caused. 

In order to look in to this further, I will pop you over a private message to take a few more details and we can go from there. 

The message will be available via the red bar at the top of this page. 

Speak soon, 

 

Nat

See where this Helpful Answer was posted

5 REPLIES 5

Natalie_L
Forum Team (Retired)
Forum Team (Retired)

Hi Chrissy101, 

We are very sorry for the issues you have experienced and apologise for any inconvenience caused. 

In order to look in to this further, I will pop you over a private message to take a few more details and we can go from there. 

The message will be available via the red bar at the top of this page. 

Speak soon, 

 

Nat

goslow
Alessandro Volta

You can claim compensation from the point when you had a 'total loss of service' for the broadband and/or phone

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

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

 

Hi thanks for your info. Although it will be good to get compensation I need to get out of the contract because we need broadband for work purposes and and cant wait till 21/7 to see if it can be repaired. I don't see why I should have to pay £288. Do you know if they can charge? On the contract it does appear that I can leave but who makes that decision? 

VM is unlikely to let you off the hook of your contract without trying to fix the fault first. They would rather start paying the compensation.

If you now have a TLS, you need to make sure you have notified VM of the TLS (by phoning in) if you have not done so already. That starts the compensation clock running.

The compensation should be credited to you within 30 days of your service being restored. At £9.33 per calendar day it is meant to provide an incentive for VM to fix the fault and also contribute towards your costs for a backup service while you wait (although it is paid retrospectively).

What sort of backup option you choose depends on your specific/local circumstances and what kind of mobile speeds you can get. Some people, in past topics on here, have got by with a mobile hotspot or data SIM on a rolling 30 day contract or buying extra data to tether a smartphone. Some of those waiting a really long time have even installed a connection via Openreach on a 30 day rolling contract while waiting.

If VM cannot fix the fault, and is going to stop the compensation, then you may have a route out with no EDF. Refer to the OFCOM doc on compensation para 36 onwards

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

and VM's T&Cs Section N 6.4 for a permanent loss of service

https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_and_Phone_FROM_01_MAY_20...

link above is for the current T&Cs so check against those for when you took out your contract.

VM regularly messes up the compensation payments in the topics on here. They also regularly try to pay lesser amounts of money based on subscription fees as reported in forum topics. So keep detailed records as you go along of all VM's failures to fix the fault in a timely manner. It will help if/when you need to go to arbitration

https://www.ombudsman-services.org/

In the meantime, respond to the PM from the VM forum team and see if they can do anything to help bring the cable re-pull forward any. If your faulty cable has now turned into a TLS, then having to wait until 21 July is not reasonable IMHO. Unfortunately VM has outsourced much of its cable installation work and topics on here show that VM has little/no control in how/when those cable installation jobs are carried out.

Chrissy101
Tuning in

Thank you. You've been very helpful