Originally Posted by steptome (Post 35313524)

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 !

Originally Posted by kwikbreaks (Post 35313553)

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.

Originally Posted by BenMcr (Post 35313571)

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

Originally Posted by Tim Deegan (Post 35313580)

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.

Originally Posted by BenMcr (Post 35313582)

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

Originally Posted by BenMcr (Post 35313594)

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

Originally Posted by Tim Deegan (Post 35313580)

If VM are not providing the service, then they are in breach of contract.

Originally Posted by Masque (Post 35313716)

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.

Originally Posted by Tim Deegan (Post 35313722)

As a VM staff member you may not be aware of the frustration trying to get anything sorted through your overseas call centres.

Originally Posted by General Maximus (Post 35313768)

without trying to sift through all the T's&C's, what is the cancellation windows for national out of curiocity?

Originally Posted by Tim Deegan (Post 35313722)

As a VM staff member you may not be aware of the frustration trying to get anything sorted through your overseas call centres.

Originally Posted by kwikbreaks (Post 35314085)

As Ben works for VM he is probably correct but there is nowhere on the satisfaction guarantee where it says it is cable only.

Originally Posted by Sirius (Post 35314087)

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

Originally Posted by Tim Deegan (Post 35314131)

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.

Originally Posted by Masque (Post 35314091)

When did National start supplying the services in this link.

http://shop.virginmedia.com/money-back-guarantee.html

Originally Posted by kwikbreaks (Post 35314167)

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.

Originally Posted by kwikbreaks (Post 35314172)

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.

Originally Posted by kwikbreaks (Post 35314180)

Of course if they got the customers problems sorted then they wouldn't be wanting to cancel......

Originally Posted by kwikbreaks (Post 35314186)

If VM can't support it fully then maybe they should leave the selling of it to others who can?

Originally Posted by Tim Deegan (Post 35314131)

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.

Originally Posted by BenMcr (Post 35314176)

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 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

Originally Posted by Tim Deegan (Post 35314193)

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.

Originally Posted by Kymmy (Post 35314196)

The thread prefix is NATIONAL (ADSL)

Originally Posted by Tim Deegan (Post 35314200)

I don't know if anyone has realised, but the OP has only ever made one post!!!!

Originally Posted by kwikbreaks (Post 35314218)

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.

Originally Posted by kwikbreaks (Post 35314237)

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.

Originally Posted by Tim Deegan (Post 35314222)

Well legally, from the little the OP has told us, they can bail.

Originally Posted by Masque (Post 35314357)

.
.
.
not everyone posts the truth.

Originally Posted by Masque (Post 35314357)

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.

Originally Posted by Tim Deegan (Post 35314362)

That's why I said "from what they have told us"

Originally Posted by kwikbreaks (Post 35314359)

:shocked:

Originally Posted by Masque (Post 35314380)

So they may not be able to bail

Originally Posted by Tim Deegan (Post 35314541)

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.

Originally Posted by Milambar (Post 35314544)

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.

Originally Posted by Masque (Post 35314558)

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.

Originally Posted by Tim Deegan (Post 35314563)

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.

Originally Posted by Masque (Post 35314576)

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.

Originally Posted by Tim Deegan (Post 35314597)

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.

Originally Posted by Kymmy (Post 35314654)

It didn't scare you off.......... ;)

Originally Posted by Kymmy (Post 35314695)

When you pay for VM line rental is the responsibility for the overhead lines still left with BT?

Originally Posted by Masque (Post 35314205)

That happens quite often and we argue about it and they never come back and are oblivious.

Originally Posted by Masque (Post 35314558)

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

Originally Posted by Tim Deegan (Post 35314563)

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.

Originally Posted by Tim Deegan (Post 35314597)

So you are saying that it is a fact that they aren't telling the truth??

Originally Posted by steptome (Post 35314812)

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.

Originally Posted by Sirius (Post 35314826)

Pot and Kettle springs to mind here, I remember someone else being asked that same question :)

Originally Posted by steptome (Post 35314812)

There is a dialing tone, the phone line works fine now, but the DSL and Internet port lights are both off

Originally Posted by The Installer (Post 35315035)

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.;)

Originally Posted by The Installer (Post 35315035)

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.

Originally Posted by Masque (Post 35314091)

When did National start supplying the services in this link.

http://shop.virginmedia.com/money-back-guarantee.html

Originally Posted by BenMcr (Post 35314176)

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 which talks purely about the National products (and where there is no mention of the MBG)

Originally Posted by qasdfdsaq (Post 35315388)

I have none of those services yet I'm still covered by the money back guarantee. Your argument is invalid, again.

Originally Posted by qasdfdsaq (Post 35315388)

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/...2011/10/41.png
https://www.cableforum.co.uk/images/...2011/10/42.png

Proceeding through the order goes nowhere near virgin.net either. It's all under virginmedia.com:

https://www.cableforum.co.uk/images/...2011/10/43.png

Originally Posted by BenMcr (Post 35315428)

How?

Originally Posted by Masque (Post 35315459)

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.

Originally Posted by qasdfdsaq (Post 35315715)

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.

Originally Posted by qasdfdsaq (Post 35315831)

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

Originally Posted by qasdfdsaq (Post 35315831)

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

Originally Posted by General Maximus (Post 35315883)

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.

Originally Posted by kwikbreaks (Post 35315892)

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.

Originally Posted by General Maximus (Post 35315883)

Why should adsl be any different from cable, both are from Virgin and should fall under the same umbrella of "quality" of customer service.

Originally Posted by kwikbreaks (Post 35315913)

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.

Originally Posted by Masque (Post 35314829)

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

Originally Posted by Masque (Post 35315736)

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.

https://www.cableforum.co.uk/images/...2011/10/18.gifhttp://www.cableforum.co.uk/board/da...AAAElFTkSuQmCC

Originally Posted by Tim Deegan (Post 35317032)

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

Originally Posted by Masque (Post 35317060)

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.