excessive fees and red light

[scouseuk]

hello

today sunday  i rang vm to tell them i want to cancel my services

1 charging to much for a poor service

2 catch up dont work  netflix  dont work prime dont work

3 hub 3 light is permantly red not white

 have reset the hub a few times nothing changed still got a red light

i asked for what price it would cost me to cancel everythink  they cam back with a price of 700 quid 

 said to the  man you taking the **bleep**  700 for a poor service

seems to me that  with the price increases  virgin are just robbing ppl now  and dont give a hoot about its customers

[MOD EDIT: Subject title changed for clarity]

[Tudor]

2 & 3 have you reported the problems? What was the response?

If you read the T&C you cannot cancel without paying paying the remainder of the fees for the term of the contract. It is extremely rare to be able to cancel for the ‘poor service’ for the type of problems you have encountered without letting VM rectifying them.

[Carley_S]

Hi @scouseuk 

Welcome back to the community forums 

Sorry to hear that you're currently unhappy with your services and wanting to leave. 

Checking the systems we cannot see any issues with the service or your hub's specifications all look good. 

The red LED warning can sometimes be just an error with the LED rather than an issue with the hub itself,  please can you try a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request. Ensure the router is in a well ventilated and open area as well. 

Let us know if the red light still remains after this reset
 

[scouseuk]

well after being out through to tech dept  and waiting 20 mins no one answer the phone  shows me  they cant be bothered to pick up or answer

[scouseuk]

have done this already

the red light is still on

as for that i dont see what else i can do tech dept cant pick up to answer a call i am not wasting my time try to get answers

 sky are cheaper  

[Carley_S]

Sorry to hear the team didn't answer when you were put through to them. 

Please do try the advice/steps above and we'll be able to assist here further should you need. 

[scouseuk]

i have done  and gone through the steps  but nothing has changed 

[Carley_S · Accepted solution]

Okay thank you for confirming that the red light has remained after the pin hole reset @scouseuk 

We can arrange an engineer to investigate this further as it's better to err on the side of caution. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

[scouseuk]

replied to you carley_S

[scouseuk]

sent