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To want cancel virgin media without incurring a fine?

(12 Posts)
MsMarvel Tue 15-Nov-16 23:47:24

Have had constant issues with virgin media, slow internet after 10.30pm (like clockwork) despite paying for the top band of internet.

Been with them for less than 3 years but already on our 2nd , soon to be 3rd apparently because is one has stopped working. They can't an engineer out tillearly next week.

We of the opinion that they broke the contract first by not providing the service we are paying over £100 a month to receive. Surely they broke contract first??

EveOnline2016 Tue 15-Nov-16 23:51:19

Wouldn't you be out of contract by now.

RochelleGoyle Tue 15-Nov-16 23:52:33

Yep, that's what I thought.

MsMarvel Tue 15-Nov-16 23:57:45

Appareently contracts roll over so we would still need to pay a cancellation fee.

kerryob Wed 16-Nov-16 01:05:18

We're with virgin and get the same issue with speed. Mine was out of contract we cancelled no fee and set up a new account in DH name saved £20 a month. New router has improved the internet, might be worth asking to send out the new one

kerryob Wed 16-Nov-16 01:09:48

Ooh one good way to get at virgin is via twitter try complaining to them directly. They tend to be hot at picking up on negative tweets

abbsismyhero Wed 16-Nov-16 01:10:35

Check your local area find a place they don't cover tell them your moving they will be unable to provide services and its an automatic break without penalty

whyohwhy000 Wed 16-Nov-16 06:19:42

After your initial contract term, you go onto a rolling monthly contract so you are allowed to cancel as long as you give 30 days' notice. Just call them on 0345 454 1111 and say that you are not satisfied with your service so you want to cancel.

MissVictoria Wed 16-Nov-16 06:40:09

Our phone line with them doesn't work, it stopped working weeks ago. People have been calling and for them its ringing as if we simply don't answer but we get no indication someone is trying to call and we can't call out! Thinking of asking them for a better deal or getting rid. We've been with them over 8 years though, i Think they took over NTL which we originally had.
This just prompted me to test my speed, it's showing 27MBPS download speed when we're supposed to get "upto" 60. Upload speed never been higher than 2.7 either. I think the upload speed is why i always have issues connecting to servers when online gaming if i'm party host actually.
I hate the idea of a workman coming in my house to remove the set top box though, i know he'll insist on keeping his shoes on and god knows when he last washed his hands. I'll be all round cleaning everything after him really stressed out sad

Ann0y1ng2016 Wed 16-Nov-16 07:56:54

If service is broken contact Virgin to get it fixed - help has a forum you can ask for help via internet
Or phone
Or write

Techs that go to houses should carry blue shoe covers

The internet may be slow at peak usage times eg evenings and weekends, because it may need extra capacity added into your local area, but you should get this clarified by Virgin and they should be able to give you a date of when exgtra will be added

ratspeaker Wed 16-Nov-16 08:23:31

Who says you need to pay a fee? Sounds like you should be out of contract unless you agreed to another.

If you want to check your contract go into your virgin media services and look on your bill, it should say what package you on and date contract ends.

Keep complaining

Ask for help on their forums

Miss Victoria have you tried using an ethernet cable instead of using wifi when gaming. Cuts down on lag time.
Also if you cancel your contract you wont need to let anyone in to collect the box or router. Disconnect them yourself and keep by the door ready for collection.
Again try the forum for help re phone issues. Or keep complaining to virgin media. You can call via mobile.
If its an inside fault you may need to let a tech in but you can ask them to wash their hands and remove their shoes if it really troubles you.

MsMarvel Wed 16-Nov-16 19:09:40

Spoke to someone last night when we were having the problem and got someone very rude, who could only suggest 'turn it off and on again' and were completely disinterested when that didn't work. When I voiced that I was unhappy with the non-solution of the issue, they suggested we should cancel our contract.

Phoned someone today to cancel the contract and they were halpful, and are sending us an upgraded internet hub thingy. Don't understand why the person last night couldn't offer any solutions.

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