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VM early cancellation due to poor service

Tuning in

I decided to leave early, got a provisional new deal elsewhere, since we have been experiencing very poor broadband for over 6 months now, it has been intermittent, the broadband was 'working' and full signal etc, but we often have to switch to our mobile data only to use whatsapp for example, but Virgin hasn't found anything wrong with our service, they even convinced me to renew my contract in January under a promise that the service will be improved, they sent an engineer, he changed the equipment, but still the same situation, I keep calling, once they even agreed to monitor for 24 hrs, they apparently did, and found nothing wrong, even though on the evening in question I wasn't even able to properly watch a movie without it freezing every few minutes. So, I decide to leave, gave them my notice. Now, the big question is, whether despite the service being poor, them not 'being able' to find a fault with it, will they still want to charge me a steep early termination fee? I am certainly not willing to pay that, neither am I willing to keep paying VM for service I am not getting in full. What are my best options? Thanks 


Forum Team
Forum Team

Hi @Tinjam,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm very sorry to hear that you've been experiencing some issues with your services recently and that you've now decided to cancel and leave. We would do what we can to help identify and resolve an issue ASAP. If you wish to cancel your services before allowing us to exhaust our options, however, then I'm afraid you would be subject to an Early Disconnection Fee (or EDF) as per the terms and conditions of service.

However, if this is something you wish to dispute and/or you have any further queries or concerns, please feel free to let us know here and we'll do what we can to help.



Zach - Forum Team
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Go through VM's process documenting/having proof as much as possible. Get a deadlock letter or go to ISPA.

This should resolve without any termination fees, as you haven't had the service you contracted for and confirmed by Zach as he is apologising by saying "experiencing some issues with your services recently".

Don't stop direct debits etc. as that will work AGAINST you, in law.

Very Insightful Person
Very Insightful Person

You have never said exactly what the "poor" service was. Did it affect only WiFi ? Did it also affect Ethernet cabled devices? Were there drop outs? If so for how long?

There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

An engineer was sent out.....You'd hope........ 🙂

Hi Zach, thank you for your response and I don't know how else for VM to resolves this issue, as they apparently monitored our connection, found no fault, sent an engineer who changed the router and there's no change to it. I was previously advised to check my router status and in the network log there are many T3 timeouts, if that means anything, as I do not have the tech knowledge on this? Any suggestions? Thank you.

Tuning in

yes, he was and changed the router, but no change. 

Good morning, Tinjam. Thanks for coming back to us.

My colleague is correct with their response but I will send you a PM now to confirm this formally.

Best wishes.

Forum Team

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