View Full Version : ADSL Can I cancel my virgin media 18 months Phone+broadband contract?
steptome
11-10-2011, 10:56
I am new to VM, I had my phone+broadband activated on 26th of September, but I am having internet problems since the estimate activation day, and it is still not solved, I have constantly making phone calls to the customer service, but they are not helpful at all, thus I am thinking of leaving VM. However, I am not sure if VM has a Cooling off period or Guarantee Period for national broadband services that would ensure me walk away without being charged? If so, what is this period start from? Is it from the date I placed the order, or from the activation date?
Beside, I would also like to ask if there is a postal address that I can make the cancellation in writing rather than calling them?
Thanks !
Tim Deegan
11-10-2011, 11:24
I am new to VM, I had my phone+broadband activated on 26th of September, but I am having internet problems since the estimate activation day, and it is still not solved, I have constantly making phone calls to the customer service, but they are not helpful at all, thus I am thinking of leaving VM. However, I am not sure if VM has a Cooling off period or Guarantee Period for national broadband services that would ensure me walk away without being charged? If so, what is this period start from? Is it from the date I placed the order, or from the activation date?
Beside, I would also like to ask if there is a postal address that I can make the cancellation in writing rather than calling them?
Thanks !
Keep redialing them until you speak to an operator in the UK. Whenever I have spoken to them about a problem they seem more than willing to send an engineer out. It's the overseas call centres who follow scripts, and don't appear to have any authority.
I know it can be very frustrating when it doesn't work, but I have found through experience that VM have the most reliable service. It's just that on the rare occasions when things go wrong, it's their customer service that lets them down.
thedelboy
11-10-2011, 11:28
If you call cancelations and "Tell " them that they are not providing the service you have signed for they should cancel if they refuse or say they will bill you for the remaining Part of the contract contact "OFCOM"
kwikbreaks
11-10-2011, 11:36
http://shop.virginmedia.com/money-back-guarantee.html
Try to get it fixed through retentions - dial 150 and take "thinking of leaving". Explain calmly and clearly what the problem is and what you expect to be done to keep your business. If it doesn't happen call again nearer the end of your 28 days and cancel.
http://shop.virginmedia.com/money-back-guarantee.html
Try to get it fixed through retentions - dial 150 and take "thinking of leaving". Explain calmly and clearly what the problem is and what you expect to be done to keep your business. If it doesn't happen call again nearer the end of your 28 days and cancel.
The 28 days is for Cable services, not National
This is the section which applies for National (section J)http://www.virgin.net/terms/national_bb_terms.shtml
Tim Deegan
11-10-2011, 12:31
The 28 days is for Cable services, not National
This is the section which applies for National (section J)http://www.virgin.net/terms/national_bb_terms.shtml
If VM are not providing the service, then they are in breach of contract.
I'm not sure what you mean about cable and national. VM are a cable provider.
If VM are not providing the service, then they are in breach of contract.
I'm not sure what you mean about cable and national. VM are a cable provider.No, they are both a cable and National/ADSL provider
However the link to the 28 MBG only applies to Cable products, not National/ADSL services
Tim Deegan
11-10-2011, 12:39
No, they are both a cable and National/ADSL provider
However the link to the 28 MBG only applies to Cable products, not National/ADSL services
That maybe so. However terms and conditions do not overide the law. And if VM have failed to provide the service that they are contracted to, and have failed to rectify the problem within a reasonable period of time. Then the customer is well within their right to cancel, and should only be charged for any services that they have been able to use.
Never said they did override the law. All I was trying to do was point to the correct information on the cancellation terms for the product the OP had, rather than an incorrect link to a Money Back Guarantee that doesn't apply to the National/ADSL products
Tim Deegan
11-10-2011, 13:06
Never said they did override the law. All I was trying to do was point to the correct information on the cancellation terms for the product the OP had, rather than an incorrect link to a Money Back Guarantee that doesn't apply to the National/ADSL products
Ok, I understand what you are saying. Although the OP should be made aware of their legal rights, and not just the rights that VM say they have in their t&c's.
I still think that the OP should give VM a chance to resolve the issue, as they provide the best service.
If VM are not providing the service, then they are in breach of contract.
More importantly we cannot actually offer advice on a subject that we only know about from a few lines in the first post, if the OP has an issue then he must follow the correct channels and if not satisfied he can escalate it further.
Tim Deegan
11-10-2011, 16:55
More importantly we cannot actually offer advice on a subject that we only know about from a few lines in the first post, if the OP has an issue then he must follow the correct channels and if not satisfied he can escalate it further.
As a VM staff member you may not be aware of the frustration trying to get anything sorted through your overseas call centres.
As a VM staff member you may not be aware of the frustration trying to get anything sorted through your overseas call centres.
I always advise calling as early as possible from 8am and they should only ring 0845 454 2222 if a National customer as any other number only gets them through to the Cable side which means they will be further frustrated as they get transferred.
General Maximus
11-10-2011, 18:05
without trying to sift through all the T's&C's, what is the cancellation windows for national out of curiocity?
without trying to sift through all the T's&C's, what is the cancellation windows for national out of curiocity?
You have the right to cancel this Agreement
aa. within ten working days of entering into it (if you pay line rental to us); or
bb. within seven working days of entering into it (if you pay line rental to another telephone line rental provider) (each, a "cooling-off period"). In the event of cancellation during the cooling-off period, this Agreement is treated as if it had not been made. Please be aware that you will lose your right to cancel under this section during the cooling-off period once we have commenced activation of the services or you use the services, whichever is the earlier.
We want you to be completely happy with your services so, as well as the cooling-off period under (a) above, you can also cancel your services during the CPS switchover period (if relevant) if you change your mind. The "switchover period" is the time between the confirmation of your order by us and activation of CPS on your telephone line. Please see our Sales and Marketing Code of Practice on the Virgin Media website, for further details
General Maximus
11-10-2011, 18:51
well that just sucks ass
kwikbreaks
12-10-2011, 06:20
As Ben works for VM he is probably correct but there is nowhere on the satisfaction guarantee where it says it is cable only.
If it isn't working acceptably there is probably some consumer legislation which would nullify the unreasonable contract terms.
As a VM staff member you may not be aware of the frustration trying to get anything sorted through your overseas call centres.
Trust me i do know what they are like, As a staff member i have to use them for faults just like everyone else does and overseas have never been able to fix my faults correctly, Its only when i finally speak to the UK that i get a resolution
As Ben works for VM he is probably correct but there is nowhere on the satisfaction guarantee where it says it is cable only.
When did National start supplying the services in this link.
http://shop.virginmedia.com/money-back-guarantee.html
All we'll charge you for are any calls made, movies, pay-per-view or Virgin TV on demand events, interactive services and games, additional/premium channels or any upgrades ordered after installation.
Tim Deegan
12-10-2011, 09:30
Trust me i do know what they are like, As a staff member i have to use them for faults just like everyone else does and overseas have never been able to fix my faults correctly, Its only when i finally speak to the UK that i get a resolution
Well maybe if VM staff started to complain about the overseas call centres, as well as VM customers, then changes may be made......just a thought.
kwikbreaks
12-10-2011, 09:33
I guess that means there won't be any charges then :)
Well maybe if VM staff started to complain about the overseas call centres, as well as VM customers, then changes may be made......just a thought.
They do get complained about by staff.
Back on topic please which isn't about Overseas Call Centres. The topic is about cancellation of the National Services due to continuing problems
kwikbreaks
12-10-2011, 10:30
In fact it seems to be about a UK call centre as National is advertised as having one and the OP says they are no help at all.
In my own ADSL experience most of the problems are caused by internal wiring issues (principally that dratted ringwire) and any decent ADSL support would get the customer to plug into the inner connector on the master socket to eliminate that and if there was still a fault involve BT unless it's still within the initial 10 days when BT won't accept fault reports. That said the OP hasn't given any indications what the problems are so it could be anything.
Like General Maximus I find it a pretty poor show that there appears to be no option to back out if not satisfied leaving the poor punter to argue the toss about "fit for purpose" and all the other consumer protection junk which sounds good but is very hard indeed to get enforced. Traps like that are usually the last resort of an abysmal service which only has customers because leaving is too expensive. Shame on VN.
Tim Deegan
12-10-2011, 10:35
When did National start supplying the services in this link.
http://shop.virginmedia.com/money-back-guarantee.html
Can someone please explain what is the difference between Nation and Cable. Because as far as a customer is concerned, they are dealing with VM, and not two different departments. So it is reasonable to expect the same conditions across the board.
---------- Post added at 10:35 ---------- Previous post was at 10:30 ----------
Like General Maximus I find it a pretty poor show that there appears to be no option to back out if not satisfied leaving the poor punter to argue the toss about "fit for purpose" and all the other consumer protection junk which sounds good but is very hard indeed to get enforced. Traps like that are usually the last resort of an abysmal service which only has customers because leaving is too expensive. Shame on VN.
Agreed. However if you know your rights, and you escalate the complaint high enough, then you will usually find someone who knows the law....and they can't argue with that. If they are still being stubborn, then just mention those words that businesses dread (Watchdog, and Trading Standards).
kwikbreaks
12-10-2011, 10:37
Virgin Media sell cable TV broadband and a non-BT phone service.
Virgin National sell ADSL (usually re-badged BTw products) and from the sound of it a BT phone line which is needed for ADSL which they handle all billing and front end support for.
The two service lines are completely different but I too would expect things like the "happiness guarantee" to apply across all the various products the sell as VN is not identified as a completely different company so far as I can see.
The two service lines are completely different but I too would expect things like the "happiness guarantee" to apply across all the various products the sell as VN is not identified as a completely different company so far as I can see.
That's because you are looking at the cable sales site. If you put in a postcode that can't get Cable you are directed to this site www.virgin.net/allyours (http://www.virgin.net/allyours) which talks purely about the National products (and where there is no mention of the MBG)
As I detailed earlier Virgin National DO offer a cancellation period, however the timescale is different (up to 10 working days depending on the product ordered) because the technology is different. If a customer with cable cancels a service Virgin can just turn if off themselves. If someone with ADSL cancels after activation then Virgin have to pay BT (and possibly C&W) termination fees
kwikbreaks
12-10-2011, 10:50
Of course if they got the customers problems sorted then they wouldn't be wanting to cancel......
Of course if they got the customers problems sorted then they wouldn't be wanting to cancel......I was on National for a year and had no issues, so whether you do or not will be the same as with cable.
However because Virgin are dealing with BT and C&W for network issues along with ADSL itself I expect pinning down issues can be a bit more complicated.
kwikbreaks
12-10-2011, 10:55
If VM can't support it fully then maybe they should leave the selling of it to others who can?
If VM can't support it fully then maybe they should leave the selling of it to others who can?Where did I say they can't support it fully?
Any ADSL provider that has to work with BT Openreach and/or an LLU network provider is going to similar issues pinning down as to who is responsible.
Well maybe if VM staff started to complain about the overseas call centres, as well as VM customers, then changes may be made......just a thought.
And what makes you think i have not, because i have.
For those who know me at work i have no problem what so ever raising problems to Senior management when they need to be raised ;)
Tim Deegan
12-10-2011, 11:12
That's because you are looking at the cable sales site. If you put in a postcode that can't get Cable you are directed to this site www.virgin.net/allyours (http://www.virgin.net/allyours) which talks purely about the National products (and where there is no mention of the MBG)
As I detailed earlier Virgin National DO offer a cancellation period, however the timescale is different (up to 10 working days depending on the product ordered) because the technology is different. If a customer with cable cancels a service Virgin can just turn if off themselves. If someone with ADSL cancels after activation then Virgin have to pay BT (and possibly C&W) termination fees
I've just realised that the OP never said if they were a Cable or National customer. I would have thought that most Virgin customers would be Cable.
The thread prefix is NATIONAL (ADSL)
I've just realised that the OP never said if they were a Cable or National customer. I would have thought that most Virgin customers would be Cable.
This bit means I expect it's National:
but I am having internet problems since the estimate activation day
Cable customers don't get that
Tim Deegan
12-10-2011, 11:16
The thread prefix is NATIONAL (ADSL)
Yeah sorry, I just read that :erm:
---------- Post added at 11:16 ---------- Previous post was at 11:15 ----------
I don't know if anyone has realised, but the OP has only ever made one post!!!!
I don't know if anyone has realised, but the OP has only ever made one post!!!!
That happens quite often and we argue about it and they never come back and are oblivious.
kwikbreaks
12-10-2011, 11:48
He's posted on other boards too. He is clearly very dissatisfied but is only asking if he can bail rather than for help.
Without any clue what issues he has it's difficult to apportion blame as some people just don't want to be helped but it's pretty clear that CS haven't managed to keep him cool and the VN T&C look very poor if you are dissatisfied.
It could even be a shill I suppose but that's unlikely IMO.
Tim Deegan
12-10-2011, 11:51
He's posted on other boards too. He is clearly very dissatisfied but is only asking if he can bail rather than for help.
Without any clue what issues he has it's difficult to apportion blame as some people just don't want to be helped but it's pretty clear that CS haven't managed to keep him cool and the VN T&C look very poor if you are dissatisfied.
It could even be a shill I suppose but that's unlikely IMO.
Well legally, from the little the OP has told us, they can bail.
kwikbreaks
12-10-2011, 12:05
I'm not sure about that. He's entered into a contract and even if the service is faulty he has to give VN time to fix it.
Tim Deegan
12-10-2011, 13:56
I'm not sure about that. He's entered into a contract and even if the service is faulty he has to give VN time to fix it.
I mean after 28 days, which is reasonable time.
Well legally, from the little the OP has told us, they can bail.
We know nothing about his account so we cannot make such a judgement as it could be completely wrong as not everyone posts the truth.
kwikbreaks
12-10-2011, 15:44
.
.
.
not everyone posts the truth.
:shocked:
Tim Deegan
12-10-2011, 15:55
We know nothing about his account so we cannot make such a judgement as it could be completely wrong as not everyone posts the truth.
That's why I said "from what they have told us"
That's why I said "from what they have told us"
So they may not be able to bail.
---------- Post added at 16:15 ---------- Previous post was at 16:14 ----------
:shocked:
:confused::confused::confused:
Tim Deegan
12-10-2011, 19:06
So they may not be able to bail
As a VM employee you should be more concerned with providing a good reliable service, and should be trying to help them out, rather than trying to wok out how VM wriggle out of their resonsibilities.
It's quite simple, if VM have failed to provide the service that they are contracted to, and don't sort the problem within a reasonable time period, then they can bail.
Milambar
12-10-2011, 19:09
I can totally understand them wanting to bail rather than fix it.
I mean, lets face it. As a new customer, youd expect everything to "just work". If you need to start calling technical services straight away, then its going to make you wonder what the quality of service is going to be for the rest of the contract.
I think, since its ADSL, and there are other providers, VM really need to make sure things work from the get-go, or people are gonna bail and go elsewhere.
Problem with ADSL is that the line all the way from the OP's home to the exchange is not VM's.. So in essence it might not even be VM's fault. That though doesn't help the OP but then again neither does accusing staff members on here of not helping (not a lot they can do really apart from suggest that the OP rings retentions which got done many posts ago.)
From the sound of it I'm surprised that the OP hasn't chased them up every day since the install, it's what I would have done with a cancellation being issued within the 7/10 days cooling off period :rolleyes:
As a VM employee you should be more concerned with providing a good reliable service, and should be trying to help them out, rather than trying to wok out how VM wriggle out of their resonsibilities.
It's quite simple, if VM have failed to provide the service that they are contracted to, and don't sort the problem within a reasonable time period, then they can bail.
I am a Cable Broadband Technical Support Agent and do not deal with any Virgin National Customers because we do not have any access to their accounts thee same as any Cable Terms and Conditions do not apply to the National side.
I have no idea how pointing out a few simple facts turns into me trying to wriggle out of anything, as I previously stated try looking at the OP who has not been back since the original post and actually wonder how much of what they have posted is actually fact and how much is not.
You cannot make sweeping statements saying someone has the right to get rid of services based on a few lines posted days ago without any other information no one can make any assumption based on the total lack of facts.
Now if anyone has not bothered yet you may be interested to know that the OP last activity on here was at the time of posting which was yesterday at 1056 and they have not been back since and how many silly posts have people written since then arguing in the OP's corner and they are not even reading this thread.
https://www.cableforum.co.uk/images/local/2012/04/8.gifhttps://www.cableforum.co.uk/images/local/2012/04/8.gifhttps://www.cableforum.co.uk/images/local/2012/04/8.gifhttps://www.cableforum.co.uk/images/local/2012/04/8.gifhttps://www.cableforum.co.uk/images/local/2012/04/8.gif
Tim Deegan
12-10-2011, 19:31
I can totally understand them wanting to bail rather than fix it.
I mean, lets face it. As a new customer, youd expect everything to "just work". If you need to start calling technical services straight away, then its going to make you wonder what the quality of service is going to be for the rest of the contract.
I think, since its ADSL, and there are other providers, VM really need to make sure things work from the get-go, or people are gonna bail and go elsewhere.
That's exactly my point...well said
---------- Post added at 19:31 ---------- Previous post was at 19:28 ----------
You cannot make sweeping statements saying someone has the right to get rid of services based on a few lines posted days ago without any other information no one can make any assumption based on the total lack of facts.
To be fair, they may not have had the chance to post again yet, as their first post was only yesterday, and not days ago.
There is no reason to assume that they aren't telling the truth, as you implied earlier.
To be fair, they may not have had the chance to post again yet, as their first post was only yesterday, and not days ago.
There is no reason to assume that they aren't telling the truth, as you implied earlier.
Without real facts we have absolutely no idea if what they posted is true and unless they post back we will never ever know, not an implication rather a statement of fact.
Tim Deegan
12-10-2011, 20:02
Without real facts we have absolutely no idea if what they posted is true and unless they post back we will never ever know, not an implication rather a statement of fact.
So you are saying that it is a fact that they aren't telling the truth??
Now that's a very bold statement. Especially as far as we know it is just someone asking for advice due to receiving poor service.
The Installer
12-10-2011, 20:05
Masque, my advice to you would be not to further "engage" with this thread as it seems quite pointless.
However if the OP should return at some point then by all means try to help, after all thats what you normally do isn't it ;)
So you are saying that it is a fact that they aren't telling the truth??
Now that's a very bold statement. Especially as far as we know it is just someone asking for advice due to receiving poor service.
The is something profoundly wrong with you as you just want to twist words to suit your own ends, why not send the OP a PM and see if they bother getting back in touch with you which oddly enough I rather doubt.
I am going to unsubscribe from this thread as it is to say the least rather pointless especially without the OP being part of any discussion which makes it of little point to comment further without any relevant input from them.
Tim Deegan
12-10-2011, 20:50
When the OP does come back, there is a chance that as a new member they could be scared off by VM staff accusing them of making the whole thing up.
It didn't scare you off.......... ;)
Tim Deegan
12-10-2011, 21:33
It didn't scare you off.......... ;)
That's because I stand up to bullies ;)
Let's hope that the OP isn't paranoid enough to think that we're a bunch of bullies... ;) :D
Question for the VM staffers who know the National side.. When you pay for VM line rental is the responsibility for the overhead lines still left with BT?
If an engineer is required for a National fault it's a BT Openreach one
kwikbreaks
12-10-2011, 22:34
When you pay for VM line rental is the responsibility for the overhead lines still left with BT?
It doesn't need a staffer to answer that - all BT lines are maintained by BT Openreach regardless of who does the customer billing. It's up to the ISP to decide if a problem is caused by customer equipment, customer internal wiring, or is potentially a line fault.
If they decide it's a line fault it's up to the ISP to arrange for an ADSL qualified BT engineer to rectify it. Most ISPs are reluctant to take that step because if there is no fault found there is a charge and either the ISP pays or passes it on the the customer. That's why ISPs faff around for ages making doubly sure there is a line fault before calling BT out.
So in all essence the fault being reported by the OP will probably be up to BT to fix?
kwikbreaks
12-10-2011, 22:39
The most likely outcome will be it's something the customer has done wrong or it's a fault with their internal wiring. Line faults are actually quite rare.
steptome
13-10-2011, 05:07
That happens quite often and we argue about it and they never come back and are oblivious.
I came back to the forum today (I am having faults with the internet, that's why I can't online all the time), and I found there are already so many relies, thanks for all of you, I am sorry that I can't reply each of you. THX~
I have called the CS again, told them that this will be my final call, if they could not sort my problems, I will just terminate the contract, or will contact consumer direct for help. And VM CS said will look into it AGAIN, hope this time, they really do!
---------- Post added at 04:40 ---------- Previous post was at 04:32 ----------
I am a Cable Broadband Technical Support Agent and do not deal with any Virgin National Customers because we do not have any access to their accounts thee same as any Cable Terms and Conditions do not apply to the National side.
I have no idea how pointing out a few simple facts turns into me trying to wriggle out of anything, as I previously stated try looking at the OP who has not been back since the original post and actually wonder how much of what they have posted is actually fact and how much is not.
You cannot make sweeping statements saying someone has the right to get rid of services based on a few lines posted days ago without any other information no one can make any assumption based on the total lack of facts.
Now if anyone has not bothered yet you may be interested to know that the OP last activity on here was at the time of posting which was yesterday at 1056 and they have not been back since and how many silly posts have people written since then arguing in the OP's corner and they are not even reading this thread.
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The reason that I have not been here since the first post, is only because I CAN NOT GET ONLINE,is because VM broadband provide nothing to me!!!!! and I am still 'borrowing' internet from friends!!!
---------- Post added at 04:43 ---------- Previous post was at 04:40 ----------
That's exactly my point...well said
---------- Post added at 19:31 ---------- Previous post was at 19:28 ----------
To be fair, they may not have had the chance to post again yet, as their first post was only yesterday, and not days ago.
There is no reason to assume that they aren't telling the truth, as you implied earlier.
Exactly!!!!
---------- Post added at 05:07 ---------- Previous post was at 04:43 ----------
Thanks for all who have relied.
I am so sorry that I did not make the problem more clear at my first post.
I can't access to the internet, never since the service has been activated. There is a dialing tone, the phone line works fine now, but the DSL and Internet port lights are both off, I have been told to tried a new filter and new rj11 cable (replaced by myself, they said they can't send me a new one), I have also reset and reboot the router many many times, still no internet access. I call the CS almost everyday, and they just ask me to do what I have done, I am so fed up doing this and telling the whole story over and over again at every call! VM even refused to send me a engineer since they can't see there is a need to do so, and actually they can't see any problems!!!
After many many calls, VM finally tried to raise the fault for me as I requested, but then they closed the fault after few hours and sent me a SMS saying:"great news!! It looks like your Virgin Media service is now fixed!" but it was not ture!!! What a liar!!
I am so helpless since I am a overseas student learning English here, I know nothing about UK's consumer rights, thus I tried to post a message here to seek advices. Thanks again for those who replied, I have already told VM CS I will let them fix the problem one final time, if the fault still remain, I will have to cancel it.
So you are saying that it is a fact that they aren't telling the truth??
Pot and Kettle springs to mind here, I remember someone else being asked that same question :)
I came back to the forum today (I am having faults with the internet, that's why I can't online all the time), and I found there are already so many relies, thanks for all of you, I am sorry that I can't reply each of you. THX~
I have called the CS again, told them that this will be my final call, if they could not sort my problems, I will just terminate the contract, or will contact consumer direct for help. And VM CS said will look into it AGAIN, hope this time, they really do!
---------- Post added at 04:40 ---------- Previous post was at 04:32 ----------
The reason that I have not been here since the first post, is only because I CAN NOT GET ONLINE,is because VM broadband provide nothing to me!!!!! and I am still 'borrowing' internet from friends!!!
---------- Post added at 04:43 ---------- Previous post was at 04:40 ----------
Exactly!!!!
---------- Post added at 05:07 ---------- Previous post was at 04:43 ----------
Thanks for all who have relied.
I am so sorry that I did not make the problem more clear at my first post.
I can't access to the internet, never since the service has been activated. There is a dialing tone, the phone line works fine now, but the DSL and Internet port lights are both off, I have been told to tried a new filter and new rj11 cable (replaced by myself, they said they can't send me a new one), I have also reset and reboot the router many many times, still no internet access. I call the CS almost everyday, and they just ask me to do what I have done, I am so fed up doing this and telling the whole story over and over again at every call! VM even refused to send me a engineer since they can't see there is a need to do so, and actually they can't see any problems!!!
After many many calls, VM finally tried to raise the fault for me as I requested, but then they closed the fault after few hours and sent me a SMS saying:"great news!! It looks like your Virgin Media service is now fixed!" but it was not ture!!! What a liar!!
I am so helpless since I am a overseas student learning English here, I know nothing about UK's consumer rights, thus I tried to post a message here to seek advices. Thanks again for those who replied, I have already told VM CS I will let them fix the problem one final time, if the fault still remain, I will have to cancel it.
I hope you get it sorted to your satisfaction, remember any comments on here are not truly personal as we do not know each other and without information we can only sumise.
---------- Post added at 06:54 ---------- Previous post was at 06:53 ----------
Pot and Kettle springs to mind here, I remember someone else being asked that same question :)
I also think troll comes to mind and I wonder if they come from Telford.:D
kwikbreaks
13-10-2011, 08:09
The fault as described suggests either a faulty router or that the ADSL is not actually activated or that the line is so long it won't work.
The first can be checked by borrowing another router (Argos do a 16 day no quibble return/refund if stuck).
For the last putting a postcode into http://www.samknows.com/broadband/exchange_search will give some indication. The install should have been refused though if the line is too long.
It's the one in the middle which is the most tricky and unfortunately the most likely and it's up to VN to get this checked out by OpenReach.
The Installer
13-10-2011, 17:02
There is a dialing tone, the phone line works fine now, but the DSL and Internet port lights are both off
First thing and it might sound stupid, but are you using a telephone extension at all? Just double check you have a dial tone where you are connecting your ADSL router to. If you are using an extension, then try pluging your router into your main telephone socket rather than an extension and see if it works there.
You will "normally" find that the main telephone sockets are square and about 100-120mm in size, extension sockets can and normally are smaller than the main telephone socket is.
Next thing, have you made sure that the router has got your username and password in it?
I'm not 100% about ADSL myself, but i do know someone who has Virgin ADSL and he had to enter his username and password into the router he was sent from Virgin to be able to get online.
You should have your username & password within the information Virgin sent you. Might be just worth while checking these are in place within the routers setup pages.;)
steptome
13-10-2011, 18:05
First thing and it might sound stupid, but are you using a telephone extension at all? Just double check you have a dial tone where you are connecting your ADSL router to. If you are using an extension, then try pluging your router into your main telephone socket rather than an extension and see if it works there.
You will "normally" find that the main telephone sockets are square and about 100-120mm in size, extension sockets can and normally are smaller than the main telephone socket is.
Next thing, have you made sure that the router has got your username and password in it?
I'm not 100% about ADSL myself, but i do know someone who has Virgin ADSL and he had to enter his username and password into the router he was sent from Virgin to be able to get online.
You should have your username & password within the information Virgin sent you. Might be just worth while checking these are in place within the routers setup pages.;)
Thx for your suggestions, but for the last 17 days, I have tried almost every possibilities I can including all the stuffs you and others mentioned here, and I am so tried of doing this again and again, if our computer centres at college is open 24 hrs, I really would rather take a bus and use the internet at college. VM so disappointed...................
Have you tried a different router?
kwikbreaks
13-10-2011, 19:00
Next thing, have you made sure that the router has got your username and password in it?
I'm not 100% about ADSL myself, but i do know someone who has Virgin ADSL and he had to enter his username and password into the router he was sent from Virgin to be able to get online.This is really just for reference if anybody else reads the thread...
Yes most ADSL requires user/pass and all BTw based ADSL certainly does but even without one there will still be an ADSL light and it will still sync up. The user/pass gets checked after that has happened. There are other settings which can cause problems but I think you at least get the ADSL light regardless if the router is working and the line is activated (ie connect up to the dslam at the exchange) but given the guy has been in contact with VN umpteen times that will all have been covered on just about every call along with filters, using the master socket, etc. etc.
qasdfdsaq
14-10-2011, 08:40
When did National start supplying the services in this link.
http://shop.virginmedia.com/money-back-guarantee.html
I have none of those services yet I'm still covered by the money back guarantee. Your argument is invalid, again.
---------- Post added at 08:40 ---------- Previous post was at 08:34 ----------
That's because you are looking at the cable sales site. If you put in a postcode that can't get Cable you are directed to this site www.virgin.net/allyours (http://www.virgin.net/allyours) which talks purely about the National products (and where there is no mention of the MBG)
I don't:
https://www.cableforum.co.uk/images/local/2011/10/41.png (http://smg.photobucket.com/albums/v664/qasdfdsaq/Uncategorized/?action=view¤t=vmpostcode.png)
https://www.cableforum.co.uk/images/local/2011/10/42.png (http://smg.photobucket.com/albums/v664/qasdfdsaq/Uncategorized/?action=view¤t=vmpostcode2.png)
Proceeding through the order goes nowhere near virgin.net either. It's all under virginmedia.com:
https://www.cableforum.co.uk/images/local/2011/10/43.png (http://smg.photobucket.com/albums/v664/qasdfdsaq/Uncategorized/?action=view¤t=vmpostcode3.png)
Any of the 'Find out more' links will take you to the allyours part.
But my point still stands. Within the National order part there is no mention of the 28 day MBG because it doesn't apply. In fact the MBG on that page only refers to cable services:
The legal stuff
Money back guarantee: The 28-day money back guarantee is available for new cable customers and existing cable customers taking a new service
---------- Post added at 11:21 ---------- Previous post was at 11:21 ----------
I have none of those services yet I'm still covered by the money back guarantee. Your argument is invalid, again.How?
I have none of those services yet I'm still covered by the money back guarantee. Your argument is invalid, again.
---------- Post added at 08:40 ---------- Previous post was at 08:34 ----------
I don't:
https://www.cableforum.co.uk/images/local/2011/10/41.png (http://smg.photobucket.com/albums/v664/qasdfdsaq/Uncategorized/?action=view¤t=vmpostcode.png)
https://www.cableforum.co.uk/images/local/2011/10/42.png (http://smg.photobucket.com/albums/v664/qasdfdsaq/Uncategorized/?action=view¤t=vmpostcode2.png)
Proceeding through the order goes nowhere near virgin.net either. It's all under virginmedia.com:
https://www.cableforum.co.uk/images/local/2011/10/43.png (http://smg.photobucket.com/albums/v664/qasdfdsaq/Uncategorized/?action=view¤t=vmpostcode3.png)
So we fail to read everything as per usual and make uninformed comments what a surprise, remember that this person is on ADSL Virgin National or can you not actually process that fact.
Read anything by Ben who points out exactly the same information as myself but you being so obsessed with finding fault with anything I post that you failed once again.
The are plenty of lives available why not try browsing them.
I am surprised that you never popped up in another thread over work.
qasdfdsaq
14-10-2011, 20:21
How?
I have broadband. Broadband isn't mentioned anywhere in Masque's quote.
---------- Post added at 20:21 ---------- Previous post was at 20:20 ----------
So we fail to read everything as per usual and make uninformed comments what a surprise, remember that this person is on ADSL Virgin National or can you not actually process that fact.
Fact: You're wrong
Fact: You're denying it, and acting ignorant
Fact: You do this repeatedly.
I'm not the one who started with the uninformed and ignorant sarcasm.
I have broadband. Broadband isn't mentioned anywhere in Masque's quote.
---------- Post added at 20:21 ---------- Previous post was at 20:20 ----------
Fact: You're wrong
Fact: You're denying it, and acting ignorant
Fact: You do this repeatedly.
I'm not the one who started with the uninformed and ignorant sarcasm.
Stop being a fool for once as you obviously have not read any of the posts above that show how wrong you are.
I actually think that you have a thing for me and I worry about you cyber stalking me considering how often you post such drivel, are you that kind of person.
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qasdfdsaq
14-10-2011, 23:15
Still with the personal attacks and complete inability to face facts or admit you're wrong. So.... so... repetitive. Some people never learn.
It's almost like you're one of those mindless script-driven call-centre automatons. Oh wait... you are :D
Still with the personal attacks and complete inability to face facts or admit you're wrong. So.... so... repetitive. Some people never learn.
It's almost like you're one of those mindless script-driven call-centre automatons. Oh wait... you are :D
Read the Terms and Conditions of both Cable and National and once again you will be proved wrong, funny that you ignore anyone else posting the same information but you are not STALKING them are you.https://www.cableforum.co.uk/images/local/2011/10/18.gifhttps://www.cableforum.co.uk/images/local/2011/10/18.gifhttps://www.cableforum.co.uk/images/local/2011/10/18.gifhttps://www.cableforum.co.uk/images/local/2011/10/18.gifhttps://www.cableforum.co.uk/images/local/2011/10/18.gifhttps://www.cableforum.co.uk/images/local/2011/10/18.gif
http://shop.virginmedia.com/the-legal-stuff.html?buspart=Portal_HP_footer_6_1
Still with the personal attacks and complete inability to face facts or admit you're wrong. So.... so... repetitive. Some people never learn.
It's almost like you're one of those mindless script-driven call-centre automatons. Oh wait... you are :D
Maybe you should read posts
4 : http://www.cableforum.co.uk/board/35313553-post4.html
5 : http://www.cableforum.co.uk/board/35313571-post5.html
Oddly enough the same information is in there, but wait I never posted them so you would not have read them.
General Maximus
15-10-2011, 08:43
qas why do you think you are still covered by the mbg if ben and masque think you aren't?
Either way though it is a bit pants, you can't expect customers to read through all the T&Cs. If they go to vm.com and look at cable and read through all the small print about the offers and pricing and everything else and then find out they cant receive cable and sign up for adsl and expect everything to be different, it is very deceiving. You can't expect customers to look at the pretty big prices and then read the 5000 lines of small print underneath to see how they are being screwed.
Why should adsl be any different from cable, both are from Virgin and should fall under the same umbrella of "quality" of customer service.
qas why do you think you are still covered by the mbg if ben and masque think you aren't?
Either way though it is a bit pants, you can't expect customers to read through all the T&Cs. If they go to vm.com and look at cable and read through all the small print about the offers and pricing and everything else and then find out they cant receive cable and sign up for adsl and expect everything to be different, it is very deceiving. You can't expect customers to look at the pretty big prices and then read the 5000 lines of small print underneath to see how they are being screwed.
Why should adsl be any different from cable, both are from Virgin and should fall under the same umbrella of "quality" of customer service.
If he is on Cable he is covered but if he is on ADSL he is not due to contract differences and Ben knows more about this than anyone else on here.
kwikbreaks
15-10-2011, 09:07
What he has pointed out is that he is on cable so the guarantee applied to him (but is presumably now expired) but he has none of the services mentioned as being charged if the service gets cancelled so Masques proof that I was an idiot for finding a guarantee on the VM site and expecting it to apply across the Virgin product range is not a valid one.
Anyhow as the OP is on National and all he gets guaranteed is a bill or a debt collection agency regardless of how crappily Virgin treat him it's pretty much irrelevant.
Assuming the VN support went through all the correct "user error" detection procedures then no ADSL light means a busted router or it was never activated (OpenReach are a bunch of clowns so this is the most likely cause). Regardless of the error being the responsibility of OpenReach it is still up to VN support to diagnose the problem and liase with OR to get it fixed.
What he has pointed out is that he is on cable so the guarantee applied to him (but is presumably now expired) but he has none of the services mentioned as being charged if the service gets cancelled so Masques proof that I was an idiot for finding a guarantee on the VM site and expecting it to apply across the Virgin product range is not a valid one.
Excuse me who said you were an idiot for finding that on the site, it was Ben who replied to you as in the post above of mine post 5, I was told that I was incorrect and lying by saying it does not apply to ADSL as they do not have the services the MBG applies to.
kwikbreaks
15-10-2011, 09:56
I don't know anything about accusations of lying. I know you never stated outright that I was an idiot but when I queried why the MBG didn't apply your response didn't give a straight answer but instead imo suggested it was obvious as the services stated as still being chargeable weren't provided by VN.
I'll be quite frank - I frequently don't like your attitude when posting here. Judging by the number of arguments you get into on the board I'm not alone.
Why should adsl be any different from cable, both are from Virgin and should fall under the same umbrella of "quality" of customer service.Appreciate that and it's something I'll feedback next week that the different cancellation rights for National when placing an order and on the National site in general should be easier to identify
I don't know anything about accusations of lying. I know you never stated outright that I was an idiot but when I queried why the MBG didn't apply your response didn't give a straight answer but instead imo suggested it was obvious as the services stated as still being chargeable weren't provided by VN.
I'll be quite frank - I frequently don't like your attitude when posting here. Judging by the number of arguments you get into on the board I'm not alone.
I have not called you an idiot and nor do I ever call anyone else that, but the other guy said I was lying and I think it is more now to do with forum stalking as it is him always arguing or nitpicking and if you dislike that then that is your problem not mine.
Remember this is a forum where people can air their views and if other do not like that then that is up to them, I refuse to be browbeaten by a forum stalker regardless of the kicks they seem to get out of it.
Tim Deegan
17-10-2011, 11:44
I hope you get it sorted to your satisfaction, remember any comments on here are not truly personal as we do not know each other and without information we can only sumise.
---------- Post added at 06:54 ---------- Previous post was at 06:53 ----------
I also think troll comes to mind and I wonder if they come from Telford.:D
So when I defend a new member from being abused by various people, and suggest that we should find out the truth before accusing them of making the whole thing up, then that makes me a troll does it?
Tim Deegan
17-10-2011, 13:52
Stop being a fool for once as you obviously have not read any of the posts above that show how wrong you are.
I actually think that you have a thing for me and I worry about you cyber stalking me considering how often you post such drivel, are you that kind of person.
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Oh come on....lets stop all these childish arguments. This is a forum where things are discussed. If people can't talk about thing without being abusive then they shouldn't join forums
Oh come on....lets stop all these childish arguments. This is a forum where things are discussed. If people can't talk about thing without being abusive then they shouldn't join forums
I know that but the person that post was for does not, just read the previous posts as he fails to read the other answers giving the exact same information and even misreads my original post that they answered so the comment in their case more than fits.
Tim Deegan
18-10-2011, 13:11
I know that but the person that post was for does not, just read the previous posts as he fails to read the other answers giving the exact same information and even misreads my original post that they answered so the comment in their case more than fits.
It's all down to the different ways that different people enterpret things.
My post wasn't just aimed at you, it was aimed at many people. Now lets all just try to get on, and help the OP.
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