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Virgin contract - want out

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Hi

 

I recently signed up to a Virgin package, that i agreed to based on some introductory offers that made it worth it.

In the first weeks i have not been impressed at all- with any of it tbh from installation to tv freezing. The only aspect of it that seems ok is the phone - and even that doesn't work properly (no caller display but they can't tell me why it won't work!). They advised me if was not happy i could cancel within the first 28 days. For the good deal i thought i'd got it seemed worth it to give them a bit more of a chance. They of course billed me on the 30th day - if i had received the bill 2 days earlier i just would have cancelled - because i didn't get the offers and according to them never did....i am a liar apparently. I have now been waiting for a promised callback 'within a couple of hours', for the past 2 days.

 

Have i any right to cancel? The service isn't up to it and if had known what i was going to be charged i would have cancelled- surely the billing side is classed as part of the service isn't it? How could i have known until they sent me a bill??

 

Thanks

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Welcome to Virgin Hell,

If you have not received your offers for signing up just tell them you want to cancel the whole package, don't take no or your can't as an answer from the telephone staff as 99% of the time they are clueless.

Plain and simple I don't want your service and I'm not paying for it.

You may even get the offer you were suppose to get or a better offer to stay.

 

I had problems with my 50mb broadband never been anywhere near the speeds advertised,ended up with my 2 months free as advertised when I signed up and an extra £50 off my bill for the problems I had over the 2 months free broadband service, I was happy and the broadband is now top class 50mb when ever I need it.

 

George

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Thank you George for your reply, i will call them right now & try & cancel. I too went for the 50mb BB which is simply not worth the money for the speeds we get, plus coverage is diabolical, i can't even get connected upstairs! That's without mentioning the £20 'activation fee' for XXL BB as it requires a 'specialist engineer', well the guy we got had in his words 'never done this before - i hope you know something about computers!'.....he also disconnected my satellite dish without permission and i now have wires dangling out of the wall on the outside. As for Tv - dreadful picture quality, freezing etc plus i specifically asked if all Sky Sports channels were provided which i was assured YES ALL of them....the man of the house tells me Sports 3 & 4 are missing....all this for nearly 90 quid a month - no chance! We were supposed to get 2 months free too but i am told 'i was never offered that and will not be offered it'. Charming!

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Just to update, called, explained all of above & told them i want to cancel - was told it would cost me £185 to cancel as i have gone outside of the 28 days and the reason they bill outside the 28 days is to give you a chance to decide if you want it.....yeah right! Anyway have objected and have requested a manager callback. Not holding my breath.

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You only get a manager call back if they pass it on to one or if the manager feels it is worth it.... so I was told, why not email their top man and let them know how you feel instead.

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Best not dealing with this sort of thing over the phone. Write a letter of complaint to the address on your bill, or email Neil Berkett. Tell them exactly what you want them to sort, and if they won't you require a DEADLOCK letter. Tell them on receipt of the DEADLOCK letter you will take the complaint to their ADR, or the local county court as you see fit. Make sure you mention misselling as they offered something that another telephone operator says doesn't exist on their systems. If it was something you saw in an advert, you could also mention false advertising.

 

Dealing in writing keeps a paper trail which will be useful if they don't deal fairly with your complaint.


If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

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Thanks for your advice, just to update i went for the email to the top bloke in the end. Emailed Neil Berkett, got reply that afternoon saying someone from his office would be in touch. Got a call less than an hour later from a very helpful chap who listened to my complaints and agreed immediately to cancel everything without charge, not even for any of the services i had used up to that point. He was so helpful i decided to keep a couple of things on (phone & BB - but not 50mb as just not worth it). The bill online has yet to be updated...but i'm keeping an open mind :-)

 

Thanks for the help

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Can you give me Neil Berketts email, I have a major issue with Virginmedia

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Hi there, sorry for late reply, have been on hols :-)

 

I am unable to pm you asi haven't made enough posts and i can't post it here for the same reason lol... maybe if you pm me i can reply?

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