Virgin media problems

System

This discussion was created from comments split from: Virgin Media/ Kelly Communications.

Kirstie74

Please I need help. I've had Virgin broadband for years as it used to be the fastest. Since Lockdown it's been awful, lagging and keeps dropping out.  We thought that we needed to up our package as we were all at home and using the internet constantly. We called up Virgin media and was on hold for 5 hours, in the end we upgraded on webchat, which still took us 3 1/2 hours but eventually it was sorted, i now pay an extra £20 a month for supposedly faster speeds. Since then our internet has been worse than ever, we're not getting faster speeds, the connection drops out several times an hour (13 i counted yesterday), downloads are 3 times as longer and there is zero customer support. I cannot spend hours and hours on hold waiting for an adviser, i actually have a small resemblance of a life. My son can't use his ps4 and i cannot stream without watching a little round circle for half the episode. My daughters zoom collage sessions were a disaster as she missed half her lessons. We have done all the usual crap they advise, boot and reboot, move the router blah blah blah, like the problem isn't with their service, yeah right! So what I've done this month is cancel my DD hoping if the water can't come to Mohammad etc.

I was hoping for human contact unfortunately that hasn't happened, what they have done is doubled my bill, charged me £7.50 on top of that and gave me a £30 limit (ahhhhhhh)

Today I paid half of my October bill an then separately paid half of Novembers bill, as I'm only receiving half a service with no way of getting technical and customer service support. I've emailed all departments,  all of their inboxes are full, I've sent messages through their website and as stated stay on hold on the phone for hours and hours and hours!!!!

I'm just done and want out of my contract!!!!

I know I'm being an idiot by not paying them the full amount but I feel they are in breach of their contract by not providing a consistent internet service and not providing technical and customer service support. I understand we're our all in crisis but other companies have managed to keep services running.

I'm going to be cut off soon I know it but I just don't feel they deserve one more penny of my money. I've completely lost faith, I think they're just a bunch of Capitalistic pigs who take your money without providing a service and Branson has really shown his true colours this year.

I just want out of this contract, and need to know if all this means that they are in breach of our contract on their end.

Any advice or help will be much appreciated.

Browntoa

They are not in breach of contract , you now are by not paying.

You are cutting of your nose to spite your face.

You have not mentioned that , at any point, raised the problem as a fault 

JJ_Egan

They send debt collectors and trash your credit record bit silly to bring that on .

OP reads as  multiple wifi problems rather than internet and no mention of any tests or attempts to put right ,