ADSL Can I cancel my virgin media 18 months Phone+broadband contract? - Page 5

Kymmy · 12-10-2011, 23:35

So in all essence the fault being reported by the OP will probably be up to BT to fix?

kwikbreaks · 12-10-2011, 23:39

The most likely outcome will be it's something the customer has done wrong or it's a fault with their internal wiring. Line faults are actually quite rare.

steptome · 13-10-2011, 06:07

Quote:

Originally Posted by Masque

That happens quite often and we argue about it and they never come back and are oblivious.

I came back to the forum today (I am having faults with the internet, that's why I can't online all the time), and I found there are already so many relies, thanks for all of you, I am sorry that I can't reply each of you. THX~

I have called the CS again, told them that this will be my final call, if they could not sort my problems, I will just terminate the contract, or will contact consumer direct for help. And VM CS said will look into it AGAIN, hope this time, they really do!

---------- Post added at 04:40 ---------- Previous post was at 04:32 ----------

Quote:

Originally Posted by Masque

I am a Cable Broadband Technical Support Agent and do not deal with any Virgin National Customers because we do not have any access to their accounts thee same as any Cable Terms and Conditions do not apply to the National side.

I have no idea how pointing out a few simple facts turns into me trying to wriggle out of anything, as I previously stated try looking at the OP who has not been back since the original post and actually wonder how much of what they have posted is actually fact and how much is not.

You cannot make sweeping statements saying someone has the right to get rid of services based on a few lines posted days ago without any other information no one can make any assumption based on the total lack of facts.

Now if anyone has not bothered yet you may be interested to know that the OP last activity on here was at the time of posting which was yesterday at 1056 and they have not been back since and how many silly posts have people written since then arguing in the OP's corner and they are not even reading this thread.

The reason that I have not been here since the first post, is only because I CAN NOT GET ONLINE,is because VM broadband provide nothing to me!!!!! and I am still 'borrowing' internet from friends!!!

---------- Post added at 04:43 ---------- Previous post was at 04:40 ----------

Quote:

Originally Posted by Tim Deegan

That's exactly my point...well said

---------- Post added at 19:31 ---------- Previous post was at 19:28 ----------

To be fair, they may not have had the chance to post again yet, as their first post was only yesterday, and not days ago.

There is no reason to assume that they aren't telling the truth, as you implied earlier.

Exactly!!!!

---------- Post added at 05:07 ---------- Previous post was at 04:43 ----------

Thanks for all who have relied.

I am so sorry that I did not make the problem more clear at my first post.

I can't access to the internet, never since the service has been activated. There is a dialing tone, the phone line works fine now, but the DSL and Internet port lights are both off, I have been told to tried a new filter and new rj11 cable (replaced by myself, they said they can't send me a new one), I have also reset and reboot the router many many times, still no internet access. I call the CS almost everyday, and they just ask me to do what I have done, I am so fed up doing this and telling the whole story over and over again at every call! VM even refused to send me a engineer since they can't see there is a need to do so, and actually they can't see any problems!!!

After many many calls, VM finally tried to raise the fault for me as I requested, but then they closed the fault after few hours and sent me a SMS saying:"great news!! It looks like your Virgin Media service is now fixed!" but it was not ture!!! What a liar!!

I am so helpless since I am a overseas student learning English here, I know nothing about UK's consumer rights, thus I tried to post a message here to seek advices. Thanks again for those who replied, I have already told VM CS I will let them fix the problem one final time, if the fault still remain, I will have to cancel it.

Sirius · 13-10-2011, 07:43

Quote:

Originally Posted by Tim Deegan

So you are saying that it is a fact that they aren't telling the truth??

Pot and Kettle springs to mind here, I remember someone else being asked that same question

Peter_ · 13-10-2011, 07:54

Quote:

Originally Posted by steptome

I came back to the forum today (I am having faults with the internet, that's why I can't online all the time), and I found there are already so many relies, thanks for all of you, I am sorry that I can't reply each of you. THX~

I have called the CS again, told them that this will be my final call, if they could not sort my problems, I will just terminate the contract, or will contact consumer direct for help. And VM CS said will look into it AGAIN, hope this time, they really do!

---------- Post added at 04:40 ---------- Previous post was at 04:32 ----------

The reason that I have not been here since the first post, is only because I CAN NOT GET ONLINE,is because VM broadband provide nothing to me!!!!! and I am still 'borrowing' internet from friends!!!

---------- Post added at 04:43 ---------- Previous post was at 04:40 ----------

Exactly!!!!

---------- Post added at 05:07 ---------- Previous post was at 04:43 ----------

Thanks for all who have relied.

I am so sorry that I did not make the problem more clear at my first post.

I can't access to the internet, never since the service has been activated. There is a dialing tone, the phone line works fine now, but the DSL and Internet port lights are both off, I have been told to tried a new filter and new rj11 cable (replaced by myself, they said they can't send me a new one), I have also reset and reboot the router many many times, still no internet access. I call the CS almost everyday, and they just ask me to do what I have done, I am so fed up doing this and telling the whole story over and over again at every call! VM even refused to send me a engineer since they can't see there is a need to do so, and actually they can't see any problems!!!

After many many calls, VM finally tried to raise the fault for me as I requested, but then they closed the fault after few hours and sent me a SMS saying:"great news!! It looks like your Virgin Media service is now fixed!" but it was not ture!!! What a liar!!

I am so helpless since I am a overseas student learning English here, I know nothing about UK's consumer rights, thus I tried to post a message here to seek advices. Thanks again for those who replied, I have already told VM CS I will let them fix the problem one final time, if the fault still remain, I will have to cancel it.

I hope you get it sorted to your satisfaction, remember any comments on here are not truly personal as we do not know each other and without information we can only sumise.

---------- Post added at 06:54 ---------- Previous post was at 06:53 ----------

Quote:

Originally Posted by Sirius

Pot and Kettle springs to mind here, I remember someone else being asked that same question

I also think troll comes to mind and I wonder if they come from Telford.

kwikbreaks · 13-10-2011, 09:09

The fault as described suggests either a faulty router or that the ADSL is not actually activated or that the line is so long it won't work.

The first can be checked by borrowing another router (Argos do a 16 day no quibble return/refund if stuck).

For the last putting a postcode into http://www.samknows.com/broadband/exchange_search will give some indication. The install should have been refused though if the line is too long.

It's the one in the middle which is the most tricky and unfortunately the most likely and it's up to VN to get this checked out by OpenReach.

The Installer · 13-10-2011, 18:02

Quote:

Originally Posted by steptome

There is a dialing tone, the phone line works fine now, but the DSL and Internet port lights are both off

First thing and it might sound stupid, but are you using a telephone extension at all? Just double check you have a dial tone where you are connecting your ADSL router to. If you are using an extension, then try pluging your router into your main telephone socket rather than an extension and see if it works there.

You will "normally" find that the main telephone sockets are square and about 100-120mm in size, extension sockets can and normally are smaller than the main telephone socket is.

Next thing, have you made sure that the router has got your username and password in it?

I'm not 100% about ADSL myself, but i do know someone who has Virgin ADSL and he had to enter his username and password into the router he was sent from Virgin to be able to get online.

You should have your username & password within the information Virgin sent you. Might be just worth while checking these are in place within the routers setup pages.

steptome · 13-10-2011, 19:05

Quote:

Originally Posted by The Installer

First thing and it might sound stupid, but are you using a telephone extension at all? Just double check you have a dial tone where you are connecting your ADSL router to. If you are using an extension, then try pluging your router into your main telephone socket rather than an extension and see if it works there.

You will "normally" find that the main telephone sockets are square and about 100-120mm in size, extension sockets can and normally are smaller than the main telephone socket is.

Next thing, have you made sure that the router has got your username and password in it?

I'm not 100% about ADSL myself, but i do know someone who has Virgin ADSL and he had to enter his username and password into the router he was sent from Virgin to be able to get online.

You should have your username & password within the information Virgin sent you. Might be just worth while checking these are in place within the routers setup pages.

Thx for your suggestions, but for the last 17 days, I have tried almost every possibilities I can including all the stuffs you and others mentioned here, and I am so tried of doing this again and again, if our computer centres at college is open 24 hrs, I really would rather take a bus and use the internet at college. VM so disappointed...................

**Hugh** · 13-10-2011, 19:14

Have you tried a different router?

kwikbreaks · 13-10-2011, 20:00

Quote:

Originally Posted by The Installer

Next thing, have you made sure that the router has got your username and password in it?

I'm not 100% about ADSL myself, but i do know someone who has Virgin ADSL and he had to enter his username and password into the router he was sent from Virgin to be able to get online.

This is really just for reference if anybody else reads the thread...

Yes most ADSL requires user/pass and all BTw based ADSL certainly does but even without one there will still be an ADSL light and it will still sync up. The user/pass gets checked after that has happened. There are other settings which can cause problems but I think you at least get the ADSL light regardless if the router is working and the line is activated (ie connect up to the dslam at the exchange) but given the guy has been in contact with VN umpteen times that will all have been covered on just about every call along with filters, using the master socket, etc. etc.

qasdfdsaq · 14-10-2011, 09:40

Quote:

Originally Posted by Masque

When did National start supplying the services in this link.

http://shop.virginmedia.com/money-back-guarantee.html

I have none of those services yet I'm still covered by the money back guarantee. Your argument is invalid, again.

---------- Post added at 08:40 ---------- Previous post was at 08:34 ----------

Quote:

Originally Posted by BenMcr

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)

I don't:

Proceeding through the order goes nowhere near virgin.net either. It's all under virginmedia.com:

BenMcr · 14-10-2011, 12:21

Any of the 'Find out more' links will take you to the allyours part.

But my point still stands. Within the National order part there is no mention of the 28 day MBG because it doesn't apply. In fact the MBG on that page only refers to cable services:

Quote:

The legal stuff

Money back guarantee: The 28-day money back guarantee is available for new cable customers and existing cable customers taking a new service

---------- Post added at 11:21 ---------- Previous post was at 11:21 ----------

Quote:

Originally Posted by qasdfdsaq

I have none of those services yet I'm still covered by the money back guarantee. Your argument is invalid, again.

How?

Peter_ · 14-10-2011, 14:29

Quote:

Originally Posted by qasdfdsaq

I have none of those services yet I'm still covered by the money back guarantee. Your argument is invalid, again.

---------- Post added at 08:40 ---------- Previous post was at 08:34 ----------

I don't:

Proceeding through the order goes nowhere near virgin.net either. It's all under virginmedia.com:

So we fail to read everything as per usual and make uninformed comments what a surprise, remember that this person is on ADSL Virgin National or can you not actually process that fact.

Read anything by Ben who points out exactly the same information as myself but you being so obsessed with finding fault with anything I post that you failed once again.

The are plenty of lives available why not try browsing them.

I am surprised that you never popped up in another thread over work.

qasdfdsaq · 14-10-2011, 21:21

Quote:

Originally Posted by BenMcr

How?

I have broadband. Broadband isn't mentioned anywhere in Masque's quote.

---------- Post added at 20:21 ---------- Previous post was at 20:20 ----------

Quote:

Originally Posted by Masque

So we fail to read everything as per usual and make uninformed comments what a surprise, remember that this person is on ADSL Virgin National or can you not actually process that fact.

Fact: You're wrong

Fact: You're denying it, and acting ignorant

Fact: You do this repeatedly.

I'm not the one who started with the uninformed and ignorant sarcasm.

Peter_ · 14-10-2011, 21:44

Quote:

Originally Posted by qasdfdsaq

I have broadband. Broadband isn't mentioned anywhere in Masque's quote.

---------- Post added at 20:21 ---------- Previous post was at 20:20 ----------

Fact: You're wrong

Fact: You're denying it, and acting ignorant

Fact: You do this repeatedly.

I'm not the one who started with the uninformed and ignorant sarcasm.

Stop being a fool for once as you obviously have not read any of the posts above that show how wrong you are.

I actually think that you have a thing for me and I worry about you cyber stalking me considering how often you post such drivel, are you that kind of person.