ADSL Can I cancel my virgin media 18 months Phone+broadband contract? - Page 2

General Maximus · 11-10-2011, 19:51

well that just sucks ass

kwikbreaks · 12-10-2011, 07:20

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.

Sirius · 12-10-2011, 07:46

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.

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

Peter_ · 12-10-2011, 08:06

Quote:

Originally Posted by kwikbreaks

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

Quote:

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, 10:30

Quote:

Originally Posted by Sirius

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, 10:33

I guess that means there won't be any charges then

Peter_ · 12-10-2011, 10:46

Quote:

Originally Posted by Tim Deegan

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.

Kymmy · 12-10-2011, 11:17

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, 11:30

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, 11:35

Quote:

Originally Posted by Masque

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 ----------

Quote:

Originally Posted by kwikbreaks

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, 11:37

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.

BenMcr · 12-10-2011, 11:43

Quote:

Originally Posted by kwikbreaks

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 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, 11:50

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

BenMcr · 12-10-2011, 11:52

Quote:

Originally Posted by kwikbreaks

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, 11:55

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