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Virgin Meia - leaving before services are installed


They have the best internet speed in my area and signed up to a good deal. Is it likely customer services will smooth me over or where do I stand if I want to leave and go somewhere else, as the service is diabolical?
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jcrennie said:I signed up to Virgin Media 2 weeks ago and had an absolute nightmare with them - they reckon there are some cables outside which need to be repaired which will take 6-8 weeks as a first issue. Had terrible customer service with them - missed calls and vague messages, wrong notes on my account, 2x Agents hung up on me, on the phone for 2 hours for them to give me an answer about what was going on. Offered a dongle eventually, but now there's a technical issue with that. Also promised a phone call back from customer services within 24-48 hours which has not happened. So many issues and I'm not even paying yet!
They have the best internet speed in my area and signed up to a good deal. Is it likely customer services will smooth me over or where do I stand if I want to leave and go somewhere else, as the service is diabolical?- you signed up less than 14 days ago (ie you’re within a ‘cooling off period’)
- the price of the contract has gone up in a manner not stated with a contract
- there’s a problem with your broadband speed, or certain conditions not being met which were in the contract
In your case, it's on the fence. You have signed up with them around 2 weeks ago and possibly gone beyond that mark. However, if they are not providing the service that was promised to you, and it is nothing to do with what is inside your own property, then that is their fault (or at least they are obligated to sort that out in the stipulated time frame). So theoretically you should be free to seek business elsewhere and have the whole thing cancelled. Otherwise, at the very least you should be able to demand compensation for loss of service for the supposed 8 week downtime. If they have not met the installation date, then I would have thought that as granting the conditions for the right to cancel.
If you stay with them, you'd probably have to look for a 30 day rolling contract for 4G Mobile broadband with a mobile provider. Or else if you are able to leave, you could opt for 4G broadband, or go with an Openreach/CityFibre based broadband provider.
The trouble is the poor customer service of Virgin Media and getting through to them in the first place. I sympathise with your situation. I've heard of people in the past who actually renewed with BT (they already had a BT line) and the day after the renewal, the line just went dead. For some reason, they disconnected the line of the customer who renewed. In my opinion, I would have thought that if a provider is not providing the service they have promised, that you would have the right to leave then. The problem is if they try to stall on the phone, you would have to escalate this to the customer complaints, and if necessary beyond. The threat of that might just make them let you cancel without hassle though.
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