Do I have the right to leave Virgin Media?

MangoLily

I signed up to Virgin Media as they offered me a very cheap deal and a new TV with the install set for 31/10/18. . On the day I was told they need to run a new phone line but they could put on my broadband and TV service. Phone line couldn't be installed until 1/12/18. On the 13/11/18 I came home to find a roll of cabling outside my front door and no TV or broadband working. I called the customer service and was told the cable was unrelated and there was a fault in my area. I checked online and there were no reported faults in the area.Same the next day and other people's Virgin was fine, so called again to be told again there was a fault in the area. I asked to make a complaint. 10 days later still no service I call again and after ages they said they would send an engineer out who confirmed when they ran the phone line they had not hooked the new cabling up to the box. A few days ago I noticed I was being billed for £187 not the agreed £134! So I called again to be told the cost would be credited back to my account after the phone line was installed! The customer service staff are abysmal and obviously powerless to do anything plus their complaints department have completely ignored my request for this to be corrected. I just want them to take it all away now and go back to Sky but where do I stand?
Any advice would be greatly appreciated
Oh and I've not received the free TV yet either and don't want it, its not worth the hassle!

Aylesbury_Duck

What do your contract terms say about termination?

MangoLily

It appears they would expect me to pay the 12 months contract fees but surely if I have not been provided with the service they promised I should be allowed to leave? I've not even had my phone line installed yet

Greta_Sharbo

The service should be provided within a reasonable time scale.

How did the complaints team respond? Or do you mean they ignored you completely?
If you can't resolve it you can approach CISAS but you need to exhaust their formal complaints process first.

Have you told them you want to cancel?

MangoLily

Yes I have just sent a 862 word email to their CEO. I didn’t get anywhere with their customer service team or the complaints department who don’t appear slightly interested. I’ve joined a group on FB with lots of good advice but lots of horror stories about Virgin customer service. Hopefully I will hear something back soon!

[Deleted User]

MangoLily wrote: »

I have just sent a 862 word email to their CEO.

Why would you waffle so much? Get straight to the point.

Also, why send it to the CEO? He'll never see it.

It will just another Customer Service grunt who will deal with your complaint and you are still not guaranteed success if it has no validity..

paddyandstumpy

You open the post saying you signed up to a cheap deal, then later on state it was £134 per month.

Is that cheap??

MangoLily

I was to the point and yes I realise it isn't going to be their CEO :rotfl: but it has got others results so worth a try!

MangoLily

Sorry it is £57 per month for Full House package, 100 broadband and the phone line weekends deal but the December payment would be for 2 months with a one off £20 installation fee. Better than the standard £74

Comms69

Why did you need a new phone line if your broadband was working?

DoaM

Sounds like Virgin need to install a cable from their junction box to the OP's property ... so not really a "phone line" as such. (They probably set OP up with Virgin's non-cable service initially whilst organising the cable install).