Elm
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Joined 9 years ago
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Help from Forum: Leaving
Hello, I had a complete nightmare getting connected at the beginning of 2025. Around 10 weeks with no connection following my switch-on date. It was eventually traced to a problem with my account's profile, as I was moving from an XGS-PON area back to a DOCSIS area. It took weeks after diagnosis before it was finally activated. I spoke to one of the forum team who said I would be able to leave with no issues given the nightmare I'd had. I wasn't signing a new contract, I was just moving, so was already out of the lock in period of 18 months. I had a fibre install done and moved to that. I'm now trying to get my VM account shut down, but it's been months with no useful output from chat, emails, or phone calls, whatsoever. I'm also still waiting for the bill credit for the 70-ish days with no connection. I tried complaints, but it's like the answers are generated by AI; I get strange, badly-written replied back that don't really make sense, don't address the actual complaint, and then there's never a reply if I try to say I'm not satisfied. Even though I never signed nor accepted a new contract, the last person I spoke to tried to pile on several hundred pounds of cancellation fees. I had previously been told by a member of the forum team here that given the disaster at the start of the year, I wouldn't have to pay a cancellation fee even if there was one. As I say, it's a move, not a new contract, so there shouldn't be one anyway. I'm completely sick of spending ages on the phone and getting zero help, so I thought I'd come back here. Can a member of the forum team please pick this up and help me get my compensation and cancel my account?Re: Waiting for Installation Since February - I'm going to email the CEO
This is great from a legal perspective but doesn't mimic most peoples' lived experience. What tends to happen is VM rapidly and successfully produce contract information explaining that you will be on the hook for 18 months of payments if they connect you, and give conflicting info on cooling off periods and so on. Simply picking another provider isn't always an option for people, as naturally they don't want to end up paying twice!Re: Customer Service Making Stuff Up?
No, I'm on a residential contact. The SLA was more the engineer's comment that the team involved have a requirement to fix urgent tickets in 24 hours, but in my case specifically adjusted their resolution time to 7 days. Even without a formal SLA it does seem ridiculous that the only solution is 'wait for the team to decide when to update.' It's good that I can cancel with no issue, although it is frustrating that I'll be facing another 4 weeks with no connectivity waiting for Openreach...!21Views0likes0CommentsCustomer Service Making Stuff Up?
My situation's getting quite Kafkaesque. Three weeks since activation, still no service. Ticket raised last week; engineer told me it was with a back office IT team (who naturally won't speak to anyone), with a 24 hour resolution. This was then changed to a 7 day SLA. SLA expired, I called CS for an update. No update available; the team won't even speak to them, they just have to wait for notes to be updated. Asked how long I should wait; another few days, 6 months? Transferred to second line support in case they could help. To get me off the phone, they claimed to have spoken to a different team, and a 'special engineer' would be dispatched to help me solve it once and for all. Arriving today between 4pm and 7pm. No record on my account of an engineer visit booked of course, so the consensus is that he made this up to get me off the phone. What next? I called retentions and was told that if my account isn't active, it won't 'switch over to my old contract,' and therefore if I want to switch provider now it's over £1000 in early termination fees.40Views0likes4CommentsRe: Waiting for Installation Since February - I'm going to email the CEO
Have you found any way to get anyone to speak to you properly about what's going on? I'm concerned my situation's going to morph into a similar one. I've had a ticket with a 24 hour resolution raised a week ago, and all I've heard so far is the ticket hasn't been updated. Pretty convinced I'm going to be looking at more weeks of total silence, before anything else happens if anything.Re: XGS-PON Symmetrical Add-on: warning to others!
I was on this, prior to moving house last month out of the XGS-PON area in my town and back to a DOCSIS setup. I added it when on the phone to customer services overseas, and it worked perfectly; it was £6 (took me from £66 to £72 for symmetric 1Gb), but I was outside of any early benefit period and so on.59Views0likes0CommentsRe: ABSOLUTELY WORST EXPERIENCE SWITCHING TO VIRGIN MEDIA
There's a bit of 'caveat emptor' here I suppose, in that there's a bit of responsibility on the householder to check whether or not there is a VM box in the house before electing for Quickstart. Even if their records claim its there, if you can't find one, how would you plan to use the Quickstart kit? The other response you're likely to get is that it could be much worse. Two days without internet would be a dream; after a Quickstart house move, I'm now on day 19 without any service.108Views0likes1Comment