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Tomgib10
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Ending contract early

Your engineers have cut off my broadband 5  times now using an RPB. The last 4 times when they come to repair it they basically just played with the cables in the my property and said all was fixed now. The latest One they turned up the same as before without my knowledge and did it again. Two days later after yet another visit they now tell me the fault is between the cabinet and my house. They removed the RPB and arranged for another engineer to come and “pull through” another cable. I agreed with them a date and time. They also informed me I HAD to be present for access etc. I also received three texts confirming appointment and also stating my presence was required. The arrives I wait from 8am to 1pm and no one shows. After three phone calls Engineers show up 2&1/2 late. I was heading out the door to work and told them now was not convenient. After another call to you I am told I have to book another call out. I informed them my broadband is fine so why should I waste another lost day for something that to me works fine. I would like to leave your company because I am self employed and keep having to loose money by taking time off in order for you to fix a problem that is not my fault. Please can you explain why not?

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Forum Team (Retired) Kath_F
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Message 2 of 12
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Re: Ending contract early

Hi Tomgib10, 

Thanks for your posts and apologies for the issues you've had. 

It sounds like the team have done a temporary fix until the repull can be done. In which case, even though the internet may be working, you may be at risk of further issues. 

When in contract, you can leave at any time but it would be subject to early termination fees. 

As much as we would love to offer a 100% fault free service, it's simply not possible. In order for us to provide you with services, you also have to allow us to fix the issues. 

Thanks,

Kath_F
Forum Team



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Tomgib10
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Message 3 of 12
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Re: Ending contract early

I am more than happy to let you fix the problem if you stick to your side of the agreement and actually turn up in time arranged. Also have been told two different things as to whether my presence is necessary while the work is carried out. 

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Forum Team (Retired) Ben_N
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Message 4 of 12
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Re: Ending contract early

Hi Tomgib10. 

 

Really sorry to hear this. 

 

Have we re-scheduled this appointment for you now?

 

Thanks

Ben_N

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Tomgib10
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Message 5 of 12
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Re: Ending contract early

A network engineer turned up out of the blue about to place an RPB on my line again. Fortunately I was home this time. He has arranged for a pull through to be done in a few weeks and kept my line open for the time being. So I will yet again take an unpaid afternoon off work for your people to rectify a problem that should of been done over a year ago.

 

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Forum Team (Retired) John_GS
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Re: Ending contract early

My apologies again for this.

 

Please do let me know how the engineer visit goes and if you need anything further. 

 

Kind regards,

 

 

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Tomgib10
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Message 7 of 12
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Re: Ending contract early

Your engineers never showed up again. Another complete waste of an afternoon for me. Your overseas call centres are idiots and kept telling me the work was completed which is rubbish. For a communications company Virgin Media are not very good at communicating. I wish somebody of authority could look at this and get it sorted. 

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Forum Team
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Message 8 of 12
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Re: Ending contract early

Hello Tomgib10,

 

I am really sorry to hear that, have you been advised as to why this visit did not happen?

 

Thanks Joe_F

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Tomgib10
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Message 9 of 12
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Re: Ending contract early

It turns out they showed up and did the work     The time arranged was 1pm to 6pm. I arranged for the afternoon off work and went out in the morning. They showed up in the morning while I wasn’t in. A simple call or a note through the door would have helped. 

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Tomgib10
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Message 10 of 12
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Re: Ending contract early

Speaking to your customer service people is a waste of time. Just get passed on from call centre to call centre. 

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