Virgin replacement hub = year contract

misti

Hi,

Not sure what to do as we all know telecommunications companies are the worst.

My internet has been faulty which considering I pay £40 a month or something for 20mb service is outrageous.

So when my service stopped for yet another day I called in and went thru the whole routine.

Outcome being they would upgrade me to the 30mb & waive the £30 fee.

At least that something right!

However, the superhub should have been here yesterday, cancelled everything blah blah, up to 7pm didn't arrive. They sent me a text saying they would deliver not 1 saying they wouldn't.

Day 2, still no superhub. I say I want to complain about the service, that i'm paying premium, yet the equipment is broken then its two days of waiting (still waiting 5.30pm) & then find out this is an upgrade so I will be tied into a contract for another year.

First I hate them & would like to change. BUT I think I hate all the other telecommunications companies just as much or maybe more.

MAIN POINT - I might be moving next year. Don't know when so don't want to be tied into a year contract as they say I would have to pay the remainder as a cancellation fee.

So I don't know what to do.

I have a postal address to write a complaint. But I have a headache already.

Any ideas on what to expect? From all the complaints I see not much.

At the moment I'm going to keep this superhub, & cancel withing 30 days. But that would mean still paying the same monthly fee for 20mb. Thats rubbish isn't it.

Can't think of a solution. Any ideas

misti

Now past 7 & still not here.

They really do take the...

I was also wondering is there a standard practice of when companies say they will deliver but don't?

I feel I should get something back for their incompetence. Or if your packaged isn't delivered you should be first on the list. I was obviously left till last again & wasted another day. & its not like they care. They know we need internet access. Horrid situation.

jb66

Its the courier that delivers your parcel, not virgin

misti

& would it really be hard for them to send them out thru a company that deliver when the text they sent you says? Or if they don't give something as way of the apology.

Luckily the thing arrived tonight, but after 8pm. The delivery person supposed to finish at 7 working till 10pm as so overloaded. At least I got to go get food tonight.

Its just corners being cut, so bigger profits can be made.

I still don't know what to do, as I don't want a year contract right now. I became a customer 2 years ago. I hadn't realised rules had changed with phones & internet. That if you get a change your forced to stay. Shouldn't it be, if they make improvements you'll want to stay.

I think its all so awful I want to leave, but I don't see any other option except sky or bt & out of those 3, virgin might be best? Hell x

macman

With VM, any change of tariff or package starts you on a new contract, you should just have asked them to fix the fault.
Unless you install a BT-based ADSL line, you can't leave VM-there are no other cable suppliers.

Buzby

A service change starts a new minimum term (NOT a 'new' contract). A tariff change does not in itself initiate a fresh minimum term, it can only be 30 days. In the OP's situation, upgrading to 30Mb IS a service change and as new equipment is provided, will trigger 12 months minimum term. He needs to cancel (as is his right) and NOT connect or install the Superhub. By telling VM of his change of mind, the contract will remain unchanged, and 30 days cancellation be allowed.

visidigi

call VM, take the Im thinking of leaving option, speak to Retentions and explain the situation and explain that you either want them to come out and fix the fault (upgrade or stay as you are) or you want to disconnect.

Rententions may be able to sort you out without a contract extension - they did with me when I have my V+ replaced, my modem and router replaced and my V box upgraded to a VHD box.

Standard CS have no clout in your situation...the rentions group might also provide you with a good will contribution for the inconvinience caused - the deliveries for my were completed by DPD from the Northampton distribution center btw.

mp80

I had this same situation when I added Sky Sports over the phone, got a letter a few days later stating I was on an new 12 month term! A phone call sorted it out.