ADSL Can I cancel my virgin media 18 months Phone+broadband contract?

steptome · 11-10-2011, 11:56

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, 12:24

Quote:

Originally Posted by steptome

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, 12:28

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, 12:36

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.

BenMcr · 11-10-2011, 13:19

Quote:

Originally Posted by kwikbreaks

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, 13:31

Quote:

Originally Posted by BenMcr

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.

BenMcr · 11-10-2011, 13:32

Quote:

Originally Posted by Tim Deegan

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, 13:39

Quote:

Originally Posted by BenMcr

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.

BenMcr · 11-10-2011, 13:43

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, 14:06

Quote:

Originally Posted by BenMcr

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.

Peter_ · 11-10-2011, 17:46

Quote:

Originally Posted by Tim Deegan

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, 17:55

Quote:

Originally Posted by Masque

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.

Peter_ · 11-10-2011, 18:12

Quote:

Originally Posted by Tim Deegan

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, 19:05

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

BenMcr · 11-10-2011, 19:40

Quote:

Originally Posted by General Maximus

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

Quote:

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