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Saltank · 26-12-2012, 01:03

The money back guarantee was perhaps a bit of a gamble in my case. I do have an account and pay the bill, but don't live at my relative's flat. I lived in North London where VM totally avoided the area, so I had 4Mbit DSL for a year.
When I moved further south, I got my VM package, a letter which said 7 days. On the last day I was ready to cancel because of aforementioned over-utilisation issues (unable to even do a Skype voice call between something like 4pm and midnight). They told me I have a 28 day money back guarantee. I asked them several times and they confirmed that yes I do.

Later on I ordered Sky Fibre and planned to call and cancel my VM on the last day once that was up and running. Of course the installation didn't go well, at all, so they only left me with a working phone line and postponed the FTTC activation/installation until January.
I had no choice but to call and cancel with VM since it was 30th November - but they tell me I can't. After "investigating" later on in the next week, they call back and say that "they made a mistake and they're sorry" but can't cancel because i'm outside of the period now, despite it being their mistake. I was ill and wasn't thinking straight so I just said "ok thanks goodbye".

It hit some final nerve, after 12/12/12 when the fault number that they've been promising to fix for everyone, was not fixed - nothing was done, in fact. I immediately complained to ISPA and the CEO's office came back to me. I should have said 30 days from then on, but of course I was in the middle of something and agreed for 14th (which incidentally was supposed to be an FTTC install, but, the other ISP and BT Openreach made mistakes of their own and didn't keep the appointment).

I will look in to the T-Mobile thing, thanks.

They don't share the network, but afaik some mast locations (not masts themselves). OfCom sitefinder shows I have Vodafone, O2 and Orange masts on a tall building fairly close, but the Three /T-Mobile ones are about 500-600m away (straight line).

26-12-2012, 01:03	#7
Saltank Inactive Join Date: Apr 2005 Posts: 42	Re: Moving VM modem The money back guarantee was perhaps a bit of a gamble in my case. I do have an account and pay the bill, but don't live at my relative's flat. I lived in North London where VM totally avoided the area, so I had 4Mbit DSL for a year. When I moved further south, I got my VM package, a letter which said 7 days. On the last day I was ready to cancel because of aforementioned over-utilisation issues (unable to even do a Skype voice call between something like 4pm and midnight). They told me I have a 28 day money back guarantee. I asked them several times and they confirmed that yes I do. Later on I ordered Sky Fibre and planned to call and cancel my VM on the last day once that was up and running. Of course the installation didn't go well, at all, so they only left me with a working phone line and postponed the FTTC activation/installation until January. I had no choice but to call and cancel with VM since it was 30th November - but they tell me I can't. After "investigating" later on in the next week, they call back and say that "they made a mistake and they're sorry" but can't cancel because i'm outside of the period now, despite it being their mistake. I was ill and wasn't thinking straight so I just said "ok thanks goodbye". It hit some final nerve, after 12/12/12 when the fault number that they've been promising to fix for everyone, was not fixed - nothing was done, in fact. I immediately complained to ISPA and the CEO's office came back to me. I should have said 30 days from then on, but of course I was in the middle of something and agreed for 14th (which incidentally was supposed to be an FTTC install, but, the other ISP and BT Openreach made mistakes of their own and didn't keep the appointment). I will look in to the T-Mobile thing, thanks. They don't share the network, but afaik some mast locations (not masts themselves). OfCom sitefinder shows I have Vodafone, O2 and Orange masts on a tall building fairly close, but the Three /T-Mobile ones are about 500-600m away (straight line).