Virgin Media Contract

kennedy316

I am a virgin media customer (TV, phone and broadband) and having been having issues with pixalation of my TV picture for over two months.
I have had five engineer visits and two new TiVo boxes but the issue remains.

They are now investigating whether the issue is with the network but i have heard nothing for almost three weeks.

My question is as follows -

When signing a contract with VM I agree to pay them on time etc, but don't they agree to offer a fault free service? If this is the case and they are not fulfiing their obligation by providing a faulty service would I have any grounds to cancel my service without paying any penalty as they are in breatch of the agreement?

mije1983

kennedy316 wrote: »

When signing a contract with VM I agree to pay them on time etc, but don't they agree to offer a fault free service

I don't think any telecommunications providers contract state they will offer a fault free service 100% of the time. I would imagine it's almost impossible to do this.

kennedy316 wrote: »

would I have any grounds to cancel my service without paying any penalty as they are in breatch of the agreement?

I would say no. The best you could probably hope for is some sort of bill discount/backdated payment for the loss of service (if any, depends how bad the pixalation is I suppose).

Keep on at them though, to make sure they don't forget about you!

kennedy316

We will provide any maintenance services during normal working hours that we believe are necessary for the system and equipment to work properly and for us to provide the services to you

We will always aim to provide you with the best service possible, but we will not be liable for interruptions, reception, picture degradation or other problems with the television services which are beyond our reasonable control. You agree that you will tell us about any fault in the services by contacting our customer services team, who will aim to respond as promptly as possible. In many circumstances it is possible to correct a fault over the phone. If this is not possible, we will send a technician to correct the fault.

These are the t&cs that as a customer I've signed to. They're now telling me that they can find no fault despite there obviously being one so where do i stand now?

JJ_Egan

They say no fault .
You say their is a fault.
Has any of the engineers noted this fault as visible .
Has any of them suggested its your TV set at fault .

Your alternative route would be to pay an independent engineer to produce a report.

kennedy316

Every time there's been a problem ive recorded the programme to provide the evidence of the issue. None of the five engineer visits have suggested by sets at fault.

The issue is that sporadically throughout the day my picture will pixilate for a couple of seconds, sometimes the picture will momentarily freeze completely, can't see how this could be my TV. Or could it be set?

kennedy316

Virgin have got back to me and said there's nothing more they can do but that they'llallow me out of my contract with no penalty charge so looks like iI'll be going back to sky.