Cancelling before contract is signed - incomplete, unsatisfactory service.

rmacd · 20-10-2009, 00:38

Hello,

So here's how things are at the moment:

Today is the 19th October.

On the 5th of October, I got my broadband installed by Virgin Media. It certainly wasn't my first choice of provider - but that's another story/matter.

I signed up for a phone & broadband package. It's now been over 2 weeks and although I've already got my broadband (and am using it right now) I've still got absolutely no phone service. Not even a dial tone. I know for sure that there's nothing wrong with the phone itself (I've tested it on another line) or with the master socket.

So here's my little dilema, then:

I've drafted a wee letter to VM explaining all of this, along with the timeframes of when everything was installed; what happened - etc. and will be posting it tomorrow morning 1st class recorded.

It's to the point and very straightforward. I have explained that as I have been unable to sign the contract until I receive the full service I am being billed for and am generally unhappy with how inefficiently the customer service dept. are dealing with my concerns, that I no longer have any patience and wish to terminate all relationship I have with them.

Would I be being far too optimistic in assuming that they'll let me off with just paying Â£35 in setup fee and service I owe at present? Will they fend me off by claiming my use of the service counts as an agreement with the contract?*

With many thanks,
Ronald.

* a contract which, funnily enough, didn't appear in the post until this time last week

webcrawler2050 · 20-10-2009, 00:45

Did you ask for your BT number to be ported?

rmacd · 20-10-2009, 00:46

Quote:

Originally Posted by webcrawler2050

Did you ask for your BT number to be ported?

No, I did not. It should have therefore been pretty easy for them, no?

webcrawler2050 · 20-10-2009, 00:50

Quote:

Originally Posted by rmacd

No, I did not. It should have therefore been pretty easy for them, no?

Well it could be a variety of issues. Have you phoned tech support?

rmacd · 20-10-2009, 00:54

Quote:

Originally Posted by webcrawler2050

Well it could be a variety of issues. Have you phoned tech support?

I've tried phoning and I've tried sending them an email via the online form. I'm planning on phoning them again tomorrow morning. Nothing's been sorted out.

Of course, it gets awfully expensive rather quickly - 0845 doesn't get covered by my mobile's minutes and neither does 0800 (if I try phoning tech via the sales line) and of course without a phone in the house, it's useless trying to do anything.

My instinctive reaction is to just bail out right now, as I still seem to have the chance. It just doesn't seem to hold together at all. Searching online and through this forum doesn't give me any confidence to stay with VM. Presumably I've got 28 days as with any other type of prior agreement/contract?

Ronald.

webcrawler2050 · 20-10-2009, 01:00

Quote:

Originally Posted by rmacd

I've tried phoning and I've tried sending them an email via the online form. I'm planning on phoning them again tomorrow morning. Nothing's been sorted out.

Of course, it gets awfully expensive rather quickly - 0845 doesn't get covered by my mobile's minutes and neither does 0800 (if I try phoning tech via the sales line) and of course without a phone in the house, it's useless trying to do anything.

My instinctive reaction is to just bail out right now, as I still seem to have the chance. It just doesn't seem to hold together at all. Searching online and through this forum doesn't give me any confidence to stay with VM. Presumably I've got 28 days as with any other type of prior agreement/contract?

Ronald.

You haev 28 days - give them a chance. Let them sort it out. I'm afraid issues happen everywhere. Just deal with them and make sure you get the necessary credits for your "downtime"

rmacd · 20-10-2009, 01:04

Quote:

Originally Posted by webcrawler2050

You haev 28 days - give them a chance. Let them sort it out. I'm afraid issues happen everywhere. Just deal with them and make sure you get the necessary credits for your "downtime"

Many thanks for your speedy replies - maybe you should be working for VM yourself

-R

webcrawler2050 · 20-10-2009, 01:35

Quote:

Originally Posted by rmacd

Many thanks for your speedy replies - maybe you should be working for VM yourself

-R

Most welcome. Please let us know how you get on.