Poor Virgin Media Service, next step advice please.

Mr_M_Cox

Hi All,

Over the past 2 1/2 years I have had awful service from VM. Its not really a story to dig into too deeply, we would be here all day but to cut it short...

They sold me 100Mb B'Band and provided 4Mb with the promise of a fix coming soon. Some 2 1/2 years later I have no fix, still running on 4MB and am surrounded by the empty shells of many VM promises that they have made and broken.

lat time I was told a fix would happen in March 2017, at the time around 4 months away. March came and went and it turns out that actually I am not looking at Dec 2017, yet again it has been pushed back.

VM and i agree on the problem (over utilisation of the local network) and agree its their fault and that they have not honoured the fix dates. However they believe that some money off each month was enough compensation. I firmly believe that this covers the loss of connection speed only, not the time, calls, emails, promises etc that I have had to go through.

I have been through the exec team and now have a stalemate situation where I have to go to CISAS if I want to continue.

Basically, what are your thoughts? Worth the fight?

[Deleted User]

Why haven't you already voted with your feet?

If you are expecting monetary compensation for calls and E-Mails I think you are wasting even more of your time.

You say that you bought 100mb but have only received 4mb. While that may well be the case, they have charged you accordingly.

Mr_M_Cox

Thanks for the reply.

I have already left, moved to Sky who are doing a great job so far. My VM connections stops on 1st May.

Whilst I have had my bill reduced, it was not reduced in line with my connection reduction. As in, I didn't pay 4% of my bill despite getting 4% of the connection. I understand that this is probably wishful thinking and was never going to happen but what annoys me, and what i feel is worthy of some level of compensation, is the lack of sticking to what the promise and stringing me along for so long that it was going to be fixed and also that they knew about the issue and chose to ignore it and keep adding more to an already overly busy network.

[Deleted User]

Mr_M_Cox wrote: »

I didn't pay 4% of my bill despite getting 4% of the connection..

Your connection should have been UP TO 100mb, there is never any undertaking to always provide you with the topline speed.

As you are already no longer their customer, it's time to put this one to bed. You won't be receiving any money by "escalating" this any further.

Mr_M_Cox

thanks for the reply.

I get what your saying about UP TO and I don't know the legal side of it but I would expect at least 50% of advertised to be a fair UP TO , 4% as I was consistently getting isn't UP TO, its false selling of a service. They knew full well it couldn't be provided. And this is over years, not weeks or months!

[Deleted User]

Mr_M_Cox wrote: »

t its false selling of a service. They knew full well it couldn't be provided. And this is over years, not weeks or months!

You should have simply used this as a reason to cancel, without penalty, even though you were still in the minimum term.

Too late now.

Mr_M_Cox

I have left them, with no penalty during my contract term.

What is too late?

[Deleted User]

Mr_M_Cox wrote: »

I have left them, with no penalty during my contract term.

In your initial post you said that you had had this problem for 2.5 years. The outset minimum term is only twelve months.

Mr_M_Cox wrote: »

What is too late?

It's too late for you to have left in the first year.

uk3g

I must say remaining for 2.5 years knowing that the level of service which you were promised is not being delivered does seem somewhat strange. However, it's important to note that Virgin Media use CISAS instead of Ombudsman Services. I mention this because unlike Ombudsman Services, CISAS will not investigate any complaint relating to emails, online chats or online communication which ultimately leaves customers out in the cold. They have this as part of their terms of reference. None of the other main providers use CISAS and I would hope customers could pressure Ofcom to either make CISAS change its terms of reference or to get Virgin to join Ombudsman Services.

Mr_M_Cox

uk3g wrote: »

I must say remaining for 2.5 years knowing that the level of service which you were promised is not being delivered does seem somewhat strange..

They kept promising me that it would be fixed and I know that when they perform to their best, in my opinion, VM offer the best internet connection available.