Basically we've been with VM for 3 years and January 2021 we decided to upgrade the package from VM100 to VM200.
We've never had any issues with the service in those 3 years and our PCs are hard wired to the router and have always speed tested at exactly the speeds we should get or above.
We work from home and we require internet for to keep our jobs as there is no space for us to work anymore.
Last week the connection speed started fluctuating drastically. We were getting much slower download speeds than usual (just under 90Mb) which shouldnt be a cause for concern anyway. However, the upload speeds were less than 1Mb which is obviously what was causing the problems.
I've spoken with people from the call centre and the story is always the same. "Can we get you to enable 5GHz bandwidth mode" and the usual fob off stories. This one doesnt work because we don't use the wireless. After that we get "Ahh I can see that there is works being carried out in your area since January", which conveniently doesn't show up in service outage checker at our end.
They then proceed to tell us that the works will be compeleted in the next few days. Fast forward to this day and the uploda speeds are still next to nothing.
Call up again, go through the same ridiculous process, "Oh I can see that there are works due to be completed in the next few days".
Lets do this same process again shall we. Fast forward to today. Get in touch with staff again. Guess what? The new estimated fix date is 16th June.
So what I'm asking is does anyone have any experience with cancelling the service without incurring contract early termination fees? This surely has to be some breach of contract right, we are paying for a service that we are not even getting 2% of the guranteed speeds.
This is seriously impacting our ability to work from home and we are now in a position where we have to start a contract with a new service provider to keep our jobs.
Is there any legal path we can take to get our contract ended?
Matt