Internet service become useless - Page 3

Nightdeamon · 13-09-2026, 14:02

sorry to hear that.

Unfortunately, whilst mine has improved, it still is having noise problems, so I cancelled 5 months in and currently giving my 30days notice.

jem · 13-09-2026, 17:34

Quote:

Originally Posted by Nightdeamon

sorry to hear that.

Unfortunately, whilst mine has improved, it still is having noise problems, so I cancelled 5 months in and currently giving my 30days notice.

How did you persuade them to waive the early disconnection fee? Or are you happy to pay, what 18,19 months worth just to be shot of them?

Nightdeamon · Yesterday, 21:42

Quote:

Originally Posted by jem

How did you persuade them to waive the early disconnection fee? Or are you happy to pay, what 18,19 months worth just to be shot of them?

I complained, they said if it wasn't fixed in 30 days I could leave penalty free. It wasn't so I acted upon it and its due to go through on the 7th October. My bill does show a one off termination fee, hopefully they are good on their word otherwise my CISAS case has been accepted and I will use that.

smallclone · Today, 08:07

I have just booked my 3rd engineer in as many weeks. I will just keep booking engineers to come out I guess. Then perhaps on the 5th one, I will make them phone up virigin media to cancel my services whilst they are on my property.

jem · Today, 18:36

Quote:

Originally Posted by Nightdeamon

I complained, they said if it wasn't fixed in 30 days I could leave penalty free. It wasn't so I acted upon it and its due to go through on the 7th October. My bill does show a one off termination fee, hopefully they are good on their word otherwise my CISAS case has been accepted and I will use that.

I do hope that you have some sort of proof that they did promise this. Noise issues are a tough one to call, VM make only one real promise, that your download speed will not be consistently lower than 50% of the rated speed - no mention of upload at all.

Other than that, the onus is on you to show that the service is 'not fit for purpose', ie Teams meetings are impossible or hopelessly unreliable.

If you don't mind me asking, this 'one off termination fee'; how much? There shouldn't be one if they have agreed to release you from contract without penalty.

Nightdeamon · Today, 21:42

I have months’ worth of the BQM graphs and the online chat transcripts to cover my case (including that if it wasn't fixed in 30 days I could leave and another confirming the ETF will be removed). I have months worth of Hub 5 logs showing constant T3/T4 timeouts. It also helps I'm a network specialist.

£402.34, Apparently, they said and I have this in the chat, the charge needs to be added too the bill in order for them to remove it. So I will be getting on to them to ensure that's still the case. I also have CISAS to fallback on if they fail to comply.

They are apparently also trying to offer me £21p/m to stay. I was happy with the £25 as long as it worked. The sky stream and all my other devices cutting out at the same time several times a day meant I lost confidence in the service only a few months into the contract. In my area I spotted cabinet doors wide open and I can't guarantee this won't happen again in the future. I'm not short of options; I can go with 5G or full fibre. Was happy to take a chance on Virgin Media with the deal I got, but I have been massively let down.