No service but still charged

[Khadarm40]

Joined virgin media 4 months ago, was sent quick set up guide and hub engineer came but couldn’t install as I live in a brand new house and is not connected to the grid. 
Virgin has charged me £56 first months, £56 second months then £44 the next two months even though my contract is for £28 a month various phone calls to them later they told me my house is active in the system even though my hub is not even powered on, keep phoning them no result they send an engineer out looks at the situation apologises but nothing gets done, I am told we will call you to sort it out nothing gets done. How can I get out of my contract and get a refund I am fed up of paying extra for a service I am not even receiving.

[Anonymous · Accepted solution]

Think you need to make a formal complaint which will do absolutely nothing.

But Oone you receive your complaint number request a deadlock letter and then go straight to CISAS and state your case.

From what you've said I am 100% confident they will find in your favour, possibly refund all costs and award damages for the poor service.

It should be pretty simple to leave afterwards or if CISAS ask what you want, request the contract be terminated.

VM should never have permitted sign-up if the property isn't brown box ready.

[Khadarm40]

Do I have to write a letter or would an email be ok to make my complaint.

[jbrennand]

I have asked VM to come here and take a look

[Anonymous]

There's a web based complaint form you fill in when signed into your account, cant remember the exact location but its at the bottom of the page under help or contact us.

They're not the quickest to get back to you but you need the CS number for CISAS

[Khadarm40]

Got it.thanks for your replay . Looking forward to their replay 

[Reece_MH]

Hi @Khardarm40,

Thanks for your post, and a warm welcome to our Forums.

I'm really sorry to hear you have been charged month-on-month, even when your property was deemed non-serviceable. Unfortunately, I can't find any information on my end using the details you provided when signing up for our Forums.

So I can assist you further, and get this resolved, I'm going to drop you a private message. Please look out for it in the top-right of the Forums, in the purple envelope.

Thanks,