Virgin signal - can't get out of contract!

Harry's_Mum_2

I've been a customer of Virgin (PAYG - by DD) for about 3/4 years. Last Sept, I decided to go on contract with them for £25/month with a brand new shiny Samsung Z400 - 12 month contract - with the idea that I would use that instead of the house phone. Not been happy with the phone from the start - intermittent crackling on the line, people can't hear me, camera takes ages to load etc etc. Anyway, moved house in December - about a mile up the road. I now find I can only get a signal very occasionally at home, thereby reducing the benefit of being on a monthly contract. My monthly allownce of 300 minutes and 300 texts rolls forward every month as I just can't use it. Have gone back to the Virgin shop, and the staff there gave me the customer services address to write to. I did that, and have had a reply saying basically 'tough' - you're on contract and the only way out is to pay the rest of the contract value. Have looked at selling the phone on ebay but would only get about £70 for it.

Has anyone got any advice? I know there's loads of small print in the contract but can't I say that as they're not providing the service (ie no signal) they should release me from the contract?

Obviously I won't be staying a Virgin customer so they probably don't care about offering me anything else.

mrtg0525

Can you borrow an unlocked phone from someone, switch over the SIM and try to see if it's a problem with the phone?

Harry's_Mum_2

Yeah, have tried that but still can't get a signal. It's really weird, sometimes can get a signal in the house but mostly can't - have to go on the drive to text/call!

Woby_Tide

Harry's_Mum wrote:

Has anyone got any advice? I know there's loads of small print in the contract but can't I say that as they're not providing the service (ie no signal) they should release me from the contract?

Ethics and customer service aside, you have to bear in mind that Virgin haven't altered their service to you, the only thing that has changed is you chose to move to a house their signal doesn't cover, their coverage maps are available so it's potentially a 'known' risk of moving. Thats your decision not theirs to choose to move.

Sometimes they might be lenient but in most cases, all networks would end up with people cancelling contracts on the premise of poor signal at the first opportunity, it's hard to prove anyway and they won't waste their time investigating (I've cancelled myself for signal reasons after 6 months once by downgrading tarrif then selling the phone to fund the remaining term) thats about the best option you have.