virgin

hey , been with ntl aka virgin now for many years over 10 for sure. wife was conned into a new 18 month contract for the same price 89 quid or so but with as they said an improved broadband deal. what a load of bull. had nowt but trouble since and the packet loss each day is horrid. First complaint was a week after the new contract was set up of which one rep said the problem will fix itself after 14 days anyway ive come to the conclusion that virgin media is as [censored] as the rest of all isp`s in the UK.

Rang today to complain again and guess what they are aware of a problem in the area still after 3 months! tbh the guy on the phone was the most human like person ive spoke to at virgin and he agreed that i should be very upset about the service. did a speed test. tried to explain the packet loss and he didnt want to know. he did agree that the networks cant cope tho.

if it continues , the payments gunna stop and ill happily take a trip to a court room and stand my ground. also sending all my details to trading standards and watchdog.

That will fail and just cause you more anguish and grief.

You need to follow the Virgin dispute procedure and get to the deadlock stage or wait 8 weeks with no resulution and then you can go to

https://www.cedr.com/consumer/cisas/

4. Independent adjudication
If we haven’t reached an agreed settlement within 8 weeks of receiving your complaint, or we agree in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, we’ll send you a letter or email confirming that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution. This service is absolutely free of charge.

Collect all the evidence and keep logs of all the issues and all communications, patience and stamina is required.

ADR is free to you but costs Virgin, so expect them to try every trick to avoid.

Edited by kommando (Mon 15-Nov-21 09:32:26)

In reply to a post by aceoyo:

one rep said the problem will fix itself after 14 days

They said that to deter you from using your cooling off period to get out of the contract.

Never listen to the bull that Virgin Media "customer service" spew.


Virgin Media services do NOT have a training period like Openreach FTTC products.

Edited by jhorton88 (Mon 15-Nov-21 09:48:25)