Since I joined VM 18 months ago, I constantly experienced broadband blackouts and slow connection. I contacted customer service numerous times, with the waiting time in average about 45 minutes. Replacement of virgin hub did not help. At the end of one year contract, I contacted VM about leaving them. VM offered a significant discount and promised to improve service. I have agreed to 18 months contract. After a while, I noticed that I have direct debit deductions even higher than I paid previously. I contacted Customer Support and realized that there is no trace of the discount applied to my new contract, which was offered via phone conversation. Currently, I continue experiencing broadband service interruptions nearly daily up to 4 hours, which does not allow me to work remotely. I would like to terminate early the contract without a cancellation fee for the following reasons:
1. I was given false information about the fees;
2. VM does not provide the service according to the contract, nor a stable broadband connection;
3. Though VM may refund the fees for one month due to their service interruption, it does not help me to do my job. And I don't have extra 4 weeks to wait for the outcome of my complaint, because I may lose my job. I do not have an extra £240 to pay for the contract's early cancelation either.
Who shall I contact to sort this issue out without any further delay?
Who sha