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Poor connection

Ing_mdm
Joining in

I moved from Sky to Virgin and got a very poor wifi connection at home. Sometimes to get connection I need to turn off wifi setting on my iPhone to use SIM data. Tried to restart wifi plenty of times. Virgin Customer a are is not easy to reach and I end up with endless waiting on the phone through automated voice. Is there a way to get out from contract without penalties? What is the best connection provider in London? 

4 REPLIES 4

Client62
Legend

This is a duplicate thread.

Vikki_M
Forum Team
Forum Team

Hi Ing_mdm,

 

Thank you for your post and welcome to our community.

I am sorry to hear about the issues you are having with the WiFi service. 
If it's just the Wi-Fi and all things are looking good over a wired connection, we have some helpful pages to get the best from your Wi-Fi. We recommend starting here: https://virg.in/wifisos

If this doesn't resolve the issue, please download our connect app if you haven't done so already and run the tests there. There is more information here for you.

 

Please pop back to us when you can. 
 
 

Vikki - Forum Team


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Dear Virgin media, thank you for answering here, as it has been extremely difficult and long waiting to get in touch with your Customer service. I have tried everything. I had been advised similarly by your Customer Care but it did not work. The wifi is very poorly performing and at this point I am searching for the option to terminate the contract without penalties and look for a better performing provider. Please advise on the correct procedure to terminate without penalties, due to poor service.

Thank you

Thanks for coming back to us Ing_mdm, I have looked into this and can see that there is an issue with the power levels on your connection that would need a technician to resolve the issues, if you'd like to do that, I can get that arranged for you.

 

If you wish to cancel your contract without any penalties, you would need to have less than the guaranteed download speed for your package for 30 days or more, you can find the information for your connection speed here and scroll down to the 'Our estimated broadband speeds' section of the page, and the details about ending your contract with us can be found here and on pages 9 and 10.

 

Kind Regards,

Steven_L