Virgin Media National Broadband Fault - I Want OUT!

he6rt6gr6m

So, this fault has been going on for more than four weeks, however, my friend, whose problem it is, informed them of it around three weeks ago. (I know I said 'I' in the subject. A lot smaller than 'My Friend Wants Out!')

A fault 'ticket' was opened in regards to the fault, and was subsequently closed by the engineer who said that the fault was fixed, after he installed a new phone-line box.

The fault remains.

Virgin Media have said that once one is closed, it cannot be re-opened. You must open a new one. Did so.

Now, the problem is still going on, and they refuse to let my friend out of the contract, even though he has had this problem for the majority of the '2 Months Free' period. They know about it, and have even acknowledged that there is a problem, and the connection is dropping out a lot, as well as ridiculous speeds. (Up to 8Mb advertised, 0.9Mb being the latest speed-test I conducted.)

He wants out of this contract, but they want to charge a fee, probably in the hundreds, to join Sky for their free broadband offering. If the problem persists, then at least he wont be paying for a service that doesn't work.

What options are available here? Contact Trading Standards? Ofcom? Or just contact Sky directly and they may undertake the fee? (That last one is a shot in the dark. However Virgin do seem to be holding out in the hope that they might get some money out of this.)

As it stands, they say that it is back with BT, who have already said there isn't a problem with the line. Virgin have admitted that there is obviously a problem, because they can see every time the router has dropped connection, and been rebooted. Once BT are back in touch with Virgin, they will be back in touch with him (they send template text messages now, you know, instead of calling. Incredible!)

Right now, the only option seems to be to pay the charge, get out of the contract and go to Sky. And for the amount they are asking, that is not even being considered.

Widelats

I would not pay them anything i would ask for a full refund of costs incurred, if they want to take it to court let them, if he can prove he had a terrible connection then he should not have to pay for a service that was not delivered. Don't give in to them people, the issue is theirs not yours.

he6rt6gr6m

No costs at all, so it should be a free-break for both parties.

They will probably just charge him anyway, then send him red letters via Moorcroft.

The other alternative is what I have personally seen from Virgin's Cable offering. Have the service for a month, don't pay the bill, they cut you off, and request that month's charges. Let that go to Moorcroft, sign up with someone else, pay the months charge off to the debt company, case closed?

Widelats

Don't even pay the months charge, again your service was not delivered properly due to their faults.

he6rt6gr6m

Problem is, they seem to just want to blame BT. And BT say nothing is wrong, so it is Virgin's problem. Meanwhile, there's a significant problem with the service he is using!

kwikbreaks

If the router is losing sync then VM are correct in saying that it is a BT line fault however it is up to them to call BT out to fix it. If the fault turns out to be in the internal wiring then there will be a charge (£100+).

Moving to Sky won't fix the fault. If that is done all he'll end up with is a big cancellation charge from VM and an abysmal connection with Sky.

he6rt6gr6m

Internal wiring? Surely that is out of his hands, given it's a rented property?

I honestly cannot pinpoint what the problem is. The only thing that stays consistent, is the connection from the D-Link to the Laptop's wirelessly.

The socket has been replaced by one engineer visit last week, but the problem remains. So, between that socket and the exchange, there is a problem, in my opinion. And that should not result in a charge for him.

kwikbreaks

he6rt6gr6m wrote: »

Internal wiring? Surely that is out of his hands, given it's a rented property?

Well it certainly isn't BT's responsibility.

he6rt6gr6m wrote: »

The socket has been replaced by one engineer visit last week, but the problem remains. So, between that socket and the exchange, there is a problem, in my opinion. And that should not result in a charge for him.

If there are no extensions then there can't be an internal wiring issue and if the master socket was replaced that only leaves the line, router, or filters. If the issue is losing sync it cannot be the ISP so moving from one to another won't fix it. It could just be dropping the PPP connection with the sync still maintained - that would be the ISP but it would also be very unusual. Checking the router status page should confirm which problem it is but not why although the line stats from when it is running may throw some light on it.

he6rt6gr6m

kwikbreaks wrote: »

Well it certainly isn't BT's responsibility.

But they 'own' the line, and it is rented off of BT by Virgin.

If there are no extensions then there can't be an internal wiring issue and if the master socket was replaced that only leaves the line, router, or filters. If the issue is losing sync it cannot be the ISP so moving from one to another won't fix it. It could just be dropping the PPP connection with the sync still maintained - that would be the ISP but it would also be very unusual. Checking the router status page should confirm which problem it is but not why although the line stats from when it is running may throw some light on it.

He has replaced the filter, and also the RJ11, with replacements sent by them. So it can only be a router problem. If it is not that, then I am stumped as to what it is.

They haven't advised him to check the router status page. I guess if they replace the router and the problem persists, then there is cause for cancellation.

johnnyroper

I have very similar problem and got out of sky contract no problem I do not see why virgin think they can charge when service not bring delivered.
The problem with mine is line fault between my house and junction box sky would not pay for it to be renewed as it is bt line,bt will not pay as BB with sky plus they are only obliged to ensure telephone line ok for calls.
I have now joined BT BB and seem to be getting more joy maybe now they get money off me every month is helping,engineer coming next week hopefully line will get repaired now?

Write to VM detailing problems and request cancelling contact as it is unusable,no point joing sky as the problem with line will persist

he6rt6gr6m

He emailed me this morning about the latest developments.

Another text was sent, saying the fault has been fixed. It hasn't.

Also, now the '2 Months Free' trial is up, they are charging him for all-sorts - Engineer and Connection fee (£45) which they requested today, otherwise the services were being cut off. They want, in total, £83.82, which includes calls, VAT, and the above £45. All this during a free trial period.

He took his Internet service with him from his old gaff, only his old gaff was Cable, and this one is National. They said that now he is in a new place, it is a new 12 Month contract, however he was not told this on day one of the National service being offered. Nor did they say there would be an install fee, or any other fees apart from the obvious telephone calls. (Even line rental is free for those two months.)

He went and paid the minimum just to get his service back on. Personally, I wouldn't have, but he has.