1 Jan, 2018 → by ClaimboUser702802
Appalling service/contract

2

acdbDespite a flurry of e mails have a look at the correspondence which has been sent to Virgin Media and to date no reply has been received;- First letter 12.02.2014 After a recent telephone conversation with Ross who I believe works in your Collection Department I was very annoyed to find that the billing for broadband/TV had increased to £110.74 without my knowledge, he stated I had received a letter confirming the increase and can assure you that no such letter has been received by me.This is not surprising as I have received a letter from Virgin Media at my address for(someone else) which I will deliver myself in due course.My immediate reaction was to cancel the contract but was informed that would face a penalty charge of £240.00 if went ahead and agreed to reduce the charge on the bill by £33.30=£77.44.1 agreed to this but now find that the HD Movie channels have now been removed which was not advised or agreed at the time. I have since used the complaints procedure via Email and although an acknowledgement has been received there has been no response to date. I would like to make it clear that the reasons for cancelling the contract with your Company are as follows;- 1) The increase in charges was not notified to me and as such the fees advised should not be imposed under the terms and conditions from your Company.In the event of cancellation the contract can be terminated without any disconnection fees applying. 2) For the broadband while I appreciate fast speeds I am constantly having to re-set the hub to get an internet connection, having both wired and wireless connections.The speed when manage to logon is very slow irrespective of whichever connection is used and not meeting the fast broadband you advertise. 3)So far as the TV is concerned I recently had a 3d LED TV and could not programme the virgin remote control, when I rang through all I was advised to try every code which did not work.After looking at the internet I found that your TV help/online instructions are incomplete . Using another website I found that where a TV is not recognised using code 0999 I was able to re-programme the remote for volume/switching off.To be honest you have not given accurate instructions and as such would not be able to get this function.I am not prepared to tell where you are going wrong but would suggest that you work this out for yourself. In addition the normallHD channels the picture makes no difference.From the Sky transmission(I can still use FTA channels although subscription channels cancelled in favour of Virgin) the clarity of pictures is far superior. For broadband I have been a customer with you as advised by your office for about 6 years and only took up a contract for the TV based on the price. You have gradually increased this neither informing me or keeping to the original TV contract that agreed to. As such I am giving you 30 days notice to arrange for disconnection of all services both Broadband and TV on the basis that no further charges will apply IE disconnection fees ..Unless Ireceive in writing that this has been complie-d within the next 7 days I will have no option but to cancel the direct debit and commence legal action against your Company. Yours faithfully, The next letter is dated the 14.02.2014 Thank you for your letter dated the 11th February which received today and for the Residential Service Contract this is to be cancelled immediately.! would advise that both Broadband, telephone service and TV services have been cancelled, refer to copy letter dated the 12.02.2014 sent to your Complaints centre at Swansea as attached. Your marketing tactics are totally unacceptable and Iam considering taking legal action against your Company as you have increased your payments without my consent or knowledge.Also your Company while making an offer of reduced service charges neglected to inform me that you would be taking out the lID movies as a result. Despite a number of email complaints made to your company only acknowledgements have been received but no responses have been received.I have already given you 30 days notice to cancel all services and unless you accept cancellation without any penalties then I will cancel my direct debit within the next 7 days and commence legal action against your Company. Ihave already made alternative arrangements for broadband/telephonerrv and so far as Iam concerned will not be dealing with your Company again despite being a loyal customer for many years That is as far as I have got What the outcome will be I do not know
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