Virgin have cancelled my contract due to profit matrix

[Bentester]

We have recently moved house with 14 months left on our contract. We were promised that the infrastructure was in place before we purchased the property. We have been in a phone battle ever since to get the external and internal works completed, over 1.5 months. The ground workers need to blow a new line through as the point at the edge of our property is not working. We have now had an email stating that our contract has been cancelled and they cannot supply services. Virgin is the only fibre in our street and leaves two remote workers running off DSL. What would you guys do next as we feel unjustly tossed aside, especially being with virgin on and off for the past 15 years? We are going to go to offcom to gather some kind of compensation but would prefer to over turn the decision to cancel our contract to remain with fibre services. Please help. 

Addition: we have raised a complaint, and had 14 promises of these mythical managers that will be calling us back. However, never has it come true. 

[Kath_F]

Hi Bentester, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that the team have advised we're unable to install the address. Usually each property will have a pre-approved budget for any works that are needed. If the works needed come over and above this, it goes to a specialist team to determine if we can extend the budget to allow the connection. 

In your case, it sounds as though either the budget was exceeded or work is needed that is not possible for us to complete. 

Either way we would not be able to overturn the decision I'm afraid. You would need to look at alternative options for a connection. 

Apologies for any inconvenience. 

[Bentester]

That is very disappointing, considering our continued loyalty to your service. 

We have a lot of virgin kit still at our property and would like all the wiring removed including the cable recently dug into our lawn. 

Can this be arranged by you?

[Kath_F]

Hi Bentester, 

Thanks for coming back to us on this and I am sorry that we're unable to continue to provide you with a service. 

A removal of cables is not usually something we would do but I have sent an email over to the Area Field manager to see if this is possible for you. Once we have an update from them, I will pop back here to let you know the outcome. 

Apologies once again.