New to VM can I cancel? 5 September 2015 at 5:19PM in TV MoneySaving 18 replies 2.1K views

Nicky321

I signed up with Virgin Media and had TV, Broadband and Phone installed on 28th August. Since having the install we have had problems with pixellation and blurring while viewing on demand and catch up. I contacted VM who said there was interference on our box and they would send an engineer. The engineer came today and could find no faults, and then told us that the problem lies with our tvs and not their services. He said our Bush Tv was inferior (we are using a V+box) and our Samsung tv Specs Here hasn't got a high enough refresh rate of 100hz. Not sure if im reading the spec of tv right but i dont believe the tv to be at fault. Prior to having VM installed we where with sky and never had a problem.

Would we be able to cancel VM or have to wait 18months till end of contract?

macman

Sounds like the engineer is making it up. If the TV displays OK on real-time viewing then the fault is more likely to be with broadband side when streaming. What is your linespeed? the Borrow a 'superior' TV, retest, and if still faulty, ask for another engineer visit. No you can't cancel in minimum term without paying the full ETC, which will be hundreds of pounds-you have to give VM the chance to rectify the fault.

Nicky321

macman wrote: »

Sounds like the engineer is making it up. If the TV displays OK on real-time viewing then the fault is more likely to be with broadband side when streaming. What is your linespeed? the Borrow a 'superior' TV, retest, and if still faulty, ask for another engineer visit. No you can't cancel in minimum term without paying the full ETC, which will be hundreds of pounds-you have to give VM the chance to rectify the fault.

Thankyou macman.


The broadband speed is supposedly 152mb, is there no "get out clause" within so many days of installation? Surely I shouldnt be expected to pay for services I am not receiving of satifactory quality?

JJ_Egan

Nicky321 wrote: »

Thankyou macman.


The broadband speed is supposedly 152mb, is there no "get out clause" within so many days of installation? Surely I shouldnt be expected to pay for services I am not receiving of satifactory quality?

Yes but you must give the supplier reasonable chances to fix the fault .
As said start by testing your speed .

Nicky321

done a speedtest and its showing 37.9mb download 11.9mb upload

jem16

Shouldn't be an issue with that speed then.

Did you use Sky's On Demand and catchup service? Was that fine?

JJ_Egan

Next question is is that the speed measured over WiFi ??
Should be measured from the point of entry of VM services via ethernet to get the supplied output .

Nicky321

the speed was measured over WiFi, but at those speeds when I subscribe to the XXL (upto 152Mb) package is poor. Never had any issues with sky

jem16

Nicky321 wrote: »

Never had any issues with sky

What was your setup with Sky and what did you use on Sky - on Demand etc?

custardy

Nicky321 wrote: »

the speed was measured over WiFi, but at those speeds when I subscribe to the XXL (upto 152Mb) package is poor. Never had any issues with sky

Wifi has its own speedlimits,you could have 50000000meg speeds,the wifi wouldnt be faster.
With a wired connection,expect VM to generally be within spitting distance of its target speed.
I advisde you post on the official VM support forum,IME you get a higher level of support.

Geodark

Nicky321 wrote: »

the speed was measured over WiFi, but at those speeds when I subscribe to the XXL (upto 152Mb) package is poor. Never had any issues with sky

unless you are using dual band wireless N adapters and router you will not get much more than that over wifi. thats about what I get on my laptop, but on my base unit which has a dual band receiver in it I get near on 78. the best way to test is with a cable straight to the box. just because you have 152 coming in doesnt mean all your devices can use the full 152. but it does mean that you will be able to have multiple devices doing stuff at the same time without suffering.