Virgin Media Contract Early Termination

millerc

Hi,

I moved house at the end of December and was forced to move my Virgin Media internet connection to my new property otherwise they said I would have to pay for 9 months rental which would have cost me over £500 :eek:. I hence had to sign up for a new contract as they raise new contracts when you move house. They do not allow you to take your old contract with you.

I've been lately having terrible speed problems for which Virgin Media are aware of as I'm not the only one with the problem. Basically, I was told that I would get between 17 Mbps and 20 Mbps as I am so close to my telephone exchange. It is literally just at the end of the road I live on.

When it was first connected I was getting about 10 Mbps but since the first week of January I don't get any more than 1 Mbps down. The other day the internet was totally unusable and a speed test kept reporting 517 Kbps down and 167 Kbps up and Virgin Media just keep asking for pings and traceroutes but do nothing to fix the problem. I'm currently getting just over 600 Kbps and I'm now at my wits end with them :mad:

I am now so fed up that I cannot continue to use their service as most of the time the ADSL is unusable. As I am technically in a contract can I terminate the contract without penalty if the service is not fit for purpose as I really can't use as it's just too slow. I can't watch and video sites and even the speed test websites often fail to load.

I'd be really grateful for some advice on how to deal with Virgin Media over the cancellation of my service as I now want to move to another provider asap.

Thanks,

Chris

macman

You need to insist that VM send an engineer out to rectify the problem at the street cab or the property. You've no basis on which to terminate the contract without penalty until they have properly attempted to fix the fault. Eve at those dismal speeds, it's still technically a 'broadband' service, of which the speed is never guaranteed.
Unless you already have one, switching providers will require a new ADSL line provision. I assume you are on a cable service, and not Virgin National?

Buzby

You appear to be on the Virgin National service, which is considerably slower than the cable service you previously enjoyed. Switching providers is unlikely to improve your predicament, as it is all supplied by BT's Openreach.

Call Internet faults and they will check out your service online and report it if sub-standard.