Package upgrade - contract unmet : VirginPurgin
INTRODUCTION - Long term virgin account holder considering move in January. Decision to stay with 18mth contract, when Virgin agreed to meet needs. Needs to be met- improved Broadband speed & Connection to all points in home priority. Individual TV & package capability to 3 rooms. Additional promise - Maintain current subscriptions & more. 1 new hub, 2 new TV boxes, 3 new pods. Engineer service to ensure up and running, and enable new position in home. ISSUES Broadband - SPLITTING OF CABLE FOR NEW BOXES IDENTIFIED AS ISSUE. Cut one of my arials to insert virgin cable. TV - OPPOSING ADVICE GIVEN RE EXTRA VIRGIN BOXES OR STREAMING BOXES, best for our home requirements CURRENT STATUS - Paying more - Less broadband connectivity & Less TV capability - 1 hub, 2 boxes, 1 pod recieved - 0 working to expected contract agreement 2 visits by engineers, without full brief of job disconnect of information between call center & front line work (nil change over my subscription years) Time - Countless attempted contacts by phone & messages, with poor continuity & customer impact. Eg engineers do not carry pods, you can only order one, and whilst that is on order you cannot request another task that is unrelated. ONE TASK RULE ... WHY???? 'WHAT WOULD WORK BEST FOR THIS CISTOMER' ? Approach, rather than a system that is forced into task, regardless of how pleasant they are ...WHY NOT???? OPTIONS a) Order another pod b) Log another engineer job c) Join Virgin community for experienced help, with hope of intervention by virgin. VirginPurgin Package upgrade - contract unmet AAARRRGGG....Cancellation period whilst in dispute
Should I cancel my broadband to avoid the cancellation fee whilst in dispute with Virgin Media? My broadband was 161 days late being installed, with 2 missed appointments happening along the way. According to VMs policy I should be due in the region of £1,050 in credit. VM have offered £150 which doesn’t even cover the cost of the replacement broadband I’ve had to get to tide me over. Should I cancel my VM broadband (I still have broadband from my other supplier) whilst still in the 14 day period or leave it going whilst the dispute plays out? I'm currently waiting on my information request to be fulfilled so I can take it to OFCOM