VM often 1Mbps. Can I cancel as Breach of Contract?

RealGem

Hi,

VERY POOR CONNECTION

My VM connection keeps dropping down so low, it is not fit for purpose. 

I pay for 100mbps, and the best it ever gets is 40mbps. But most of the time it is less than 20Mbps.

I keep getting cut off Zoom calls almost daily, due to abysmal connections. 
When I do a speed test straight afterwards, it either can't connect at all or it's less than 1mbps. 

I need a decent connection for my work. 

I have Broadband only. I don't even have a TV. I am paying £36 a month for this useless connection.



So my question is:
Can I cancel on the grounds that I am not getting the service I pay for, as they are in Breach of Contract?
(I am mid-contract). 


TEMP FIX ONLY
Interestingly when I complained, they sent an engineer out, who didn't knock, but who left a leaflet outside the door!

I was in the whole time, and when I checked, my connection properties said over 300Mbps!
The speed I was actually getting was 105Mbps. But this lasted TWO DAYS, then went back to the same terrible poor connection as before. 

So it looks a lot like they just paid lip service to my complaint. And boosted my speed just to get me to cancel my complaint. 



CANNOT ASK ON THE VM FORUM
I can't even ask on the VM forum, as they booted me off!
Official reason: "SPAM" which was a lie. The real reason was because I private messaged a member of staff, as a last resort. I was not rude in any way.

I tried to join again with a different email, but they blocked my IP!
(And I don't understand how to do proxies and hidden IPs. I think VM can tell anyway)


I need a decent connection, and I'm not sure what to do. 

Any advice would be appreciated.

Thanks a lot

[Deleted User]

You need to raise a new complaint.

They obviously didn't boost your speed just to get you to drop your complaint. They fixed something which then became unfixed again.

But stop breaching their forum rules - that's not helping as much as you think it is.

RealGem

Deleted_User said:

They obviously didn't boost your speed just to get you to drop your complaint. They fixed something which then became unfixed again.

Thanks, but why would they give me over 300mbps for two days if I only pay for 100mbps?

[Deleted User]

You said your actual speed was just over 100mbps.

You could have got 300mpbs if your upgraded to that plan.

RealGem

Deleted_User said:

You said your actual speed was just over 100mbps.

You could have got 300mpbs if your upgraded to that plan.

That's a different issue. 
I am on a Debt repayment plan. I cannot afford any more. If I were getting the service I pay for I would not need to upgrade.


I just want to know if I can cancel my contract as they are not providing the service I am currently paying for. 

Thank you

cx6

zoom broadband requirements are around 2-3 and you say you normally get 20, sometimes 40.

Maybe another problem is causing your zoom outages?

[Deleted User]

RealGem said:

Deleted_User said:

You said your actual speed was just over 100mbps.

You could have got 300mpbs if your upgraded to that plan.

That's a different issue. 

But it was the question that you asked.

If you've given them a month to fix the problem and they haven't, you can leave without penalty. 

But if you're not going to get the problem fixed, makes sure you check all your practical alternatives before cancelling.

cx6

oh and yes you can cancel. Just tell them, pay the early cancellation charges, and leave.

RealGem

cx6 said:

zoom broadband requirements are around 2-3 and you say you normally get 20, sometimes 40.

Maybe another problem is causing your zoom outages?

Sorry for the confusion. No I only get Zoom outages when it's less than 1mbps. I confused matters by giving too much info. 

It's not just Zoom that goes. It's Google Maps, all online video. Most images, Anything that uses graphics... ie; nearly everything!

JJ_Egan

Be aware if you do leave VM you may struggle to get a fast connection from others .

Also if its work then work should pay .

If you just cancel DD etc then further down the line VM will pass to debt collectors and trash your credit record .

Is this drop out over wifi ?? connections .

littleboo

How are you connecting, wired or wireless?