Virgin Media Nightmare

wildheart83

Hi all, I'll try and keep this as brief as possible but it's quite a long story!

Signed up to Virgin broadband in May 2007, everything was fine til mum got a laptop for christmas and i thought it would be good to get the higher speed broadband package from Virgin so on the 26th i requested the new package.

Virgin didn't actually upgrade the package til April 2008 and everything was fine til the broadband died on the 12th August 08.

Phoned Virgin to report the fault, and first of all they said the modem was broken, then it was the router, then it was a few other things....all of which were working fine but i changed everything to humour Virgin.

I then found out that when the package was changed Virgin put me on a new 12 month contract, starting in April 08 and running til April 09, and if i wanted to cancel i'd need to pay the remaining 8 months of the contract. Told them this isn't acceptable since they didn't have my permission to restart the 12 month contract.

I have also found out that Virgin didn't bother to do a line test to check whether the BT phoneline supported the faster broadband, which it doesn't.

So now i've been 3 weeks with no broadband, it's costing me a fortune in phonecalls to be told lies from Virgin's staff in various departments, and if i want to cancel the account i need to pay for the rest of the contract.

I'm at my wits end with this and so fed up of spending an hour at a time on the phone to Virgin to be told that there's nothing they will do.

Any help is greatfully appreciated.

Thanks, Jo

wildheart83

Virgin have given me conflicting advice on this one so far. I asked about cancelling the account because of lack of service and was told i had to be without service for 30 days or more but when i complained by email the reply i got was that i can only cancel within in the 12 month contract by either paying the remainder of the contract or if the fault is found to be at virgin's side, which they have said it is not.

So i'm stuck and really don't want to be a virgin customer anymore