Don't take Virgin ADSL broadband - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HUKD, you accept our cookie and privacy policy.
Get the HUKD app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit

Don't take Virgin ADSL broadband

fungus Avatar
9y, 3m agoPosted 9 years, 3 months ago
I signed up and was given an activation date of the 8th August, received a text at 830am on that day to tell me I was activated....7 days and 12 hours later I still have no broadband! I have had to send approximately 15 emails, order a modem from them, phone their 25p per minute phone line and take part in a few online help sessions just to get them to report a fault, this was reported on Friday and they have yet to tell me what is going on, where the fault is etc. All they keep saying is "we would advise you to wait" with no explanation as to why! Meanwhile I am paying £18 per month for this and have been told that if I have a problem with paying for no service I need to dial a national rate line and beg them not to charge me and I have been given no indication of when they hope to resolve whatever problem it is. Oh and if I'm not happy, I can always cancel and get charged £50!!!
fungus Avatar
9y, 3m agoPosted 9 years, 3 months ago
Options

All Comments

(7) Jump to unreadPost a comment
Comments/page:
#1
Is there no cooling off period? - espescially as you have not been connected!

Unfortunately, the title of your posting says it all!

As most will know by now... I was stuck with Virgin ads-hell for 4 months - an up to 8 meg service that often struggled to get over 400kbs - got away in the end though!

I'd seriously be looking through the T&Cs of your contract to get away as quickly as possible - surely you must have a right to cancel if they have failed to provide you with a service?
#2
Got this from their website:
[LIST=1]
[*]Failure to Activate If we are unable to activate your line or the Broadband Service and Talk Service for any reason, the following will apply (unless you chose to take a standalone Virgin Media Broadband Service under section B2):
  • you will not incur any Charges for the Broadband Service and Talk Service;
  • if you chose to purchase the Virgin Media recommended Broadband Equipment, you should return the Broadband Equipment to us and we will arrange for reimbursement of the price you paid in accordance with the returns policy you agreed to at the time of purchase We cannot arrange reimbursement for any other equipment or any other products;
  • if you chose to purchase the Virgin Free TV Kit, you should return the Virgin Free TV Kit to us and we will arrange for reimbursement of the price you paid in accordance with the returns policy you agreed to at the time of purchase; and
    [*]in the event that Virgin Media recommended Broadband Equipment, Virgin Free TV Kit or a Wireless Kit is provided free of charge when you sign-up for the Broadband & Talk package, you must return the Broadband Equipment, Virgin Free TV Kit or Wireless Kit to us (unused and in the same condition as when it was provided to you) within 15 working days. If you wish to keep the Broadband Equipment, Virgin Free TV Kit or Wireless Kit, you will be charged the standard charge.[/LIST]
  • #3
    and this:

    H. Cancellations and Refunds

    Cancellation refers to the cancellation of the Services, whether you are switching to an alternative service, closing your Virgin Media account altogether or moving Premises.
    [LIST=1]
    [*]Pre-activation date:[LIST=1]
  • You have the right to cancel this agreement within seven working days of entering into it (the "cooling off period") under the Consumer Protection (Distance Selling) Regulations. In the event of cancellation during the cooling off period, this agreement is treated as if it had not been made. However, please be aware that you will lose your right to cancel under this section during the cooling off period once we have commenced activation of the Services or you use the Services, whichever is the earlier.
  • We want you to be completely happy with your Broadband & Talk package so, as well as the cooling off period under (a) above, you can also cancel your Broadband & Talk package during the CPS switchover period if you change your mind. The "switchover period" is the time between the confirmation of your order by us and activation of CPS on your telephone line. Please see our [COLOR=#0000ff]Sales and Marketing Code of Practice[/COLOR] for further details.
    [*]Where you cancel pre-activation and Virgin Media has provided Broadband Equipment, a Virgin Free TV Kit or a Wireless Kit free of charge, you will be required to return the Broadband Equipment, Virgin Free TV Kit and/or Wireless Kit to us (unused and in the same condition as when it was provide to you) within 15 working days at our cost. If you wish to keep it, you will be charged the standard charge.[/LIST]
    [*]Post-activation date:[LIST=1]
  • If you wish to cancel your Broadband & Talk package after activation ("Account Cancellation") you must notify the Virgin Media cancellation team by telephone (the "Notification"). The telephone number for cancellations can be found at [COLOR=#0000ff]https://client.virgin.net/cancellation/number[/COLOR]. To access the number you will need to log in using your Virgin Media email address and password. You acknowledge that cancellation of your Broadband & Talk package shall only be valid if notified to Virgin Media in this manner. Except for cancellations made under section H.1 above, any and all cancellations shall be effective on the Effective Cancellation Date. The "Effective Cancellation Date" is thirty days after the day on which Virgin Media receives the Notification and you will be charged for the Broadband & Talk package during this period. If you change your mind and want to retain your Broadband & Talk package you can reverse the cancellation without interruption to the Services and without incurring any additional Charges up until 20 days after you provided us with your cancellation notice by calling Customer Service.
  • If
    [LIST=1]
  • we and/or Virgin Media Payments increase our charges under these Terms and Conditions;
    [*]we make significant changes to the Services so the Services you are entitled to receive in return for the charges you pay are significantly altered or reduced; or
    [*]we and/or Virgin Media Payments make significant changes to these Terms and Conditions,[/LIST]you may cancel those Services affected without penalty by giving us at least 30 days’ notice in writing. If you cancel any Services in these circumstances, the increased charges will not apply to those Services during the 30 day notice period and section H.3(b) will not apply if you cancel before the end of the Minimum Period. If you do not give us notice of cancellation within 30 days of any increase in charges or changes to the Services or these Terms and Conditions being notified to you or, if later, receipt of your first bill following such increase in charges, we and Virgin Media Payments will assume that you have accepted the increase in charges and the changes to the Services and these Terms and Conditions and you will no longer be able to cancel your Services under this section.[/LIST][/LIST]Link to the page: http://www.virgin.net/terms/bb_bundle_tc.html

    It's a little confusing regarding 'activation' and 'activation date' - but although you have passed your activation date, you have not been activated, therefore i'm sure you retain the right to cancel as in part 1 above.

    good luck - but don't hang around - the longer you leave it, the harder it'll be to leave!
  • #4
    Tell them to shove it

    Cant you just go into the bank (or online banking) and cancel the direct debit.
    Think if you tell the bank not to allow someone to take money out your account they have to do what you say.

    If you dont have any equipment, Modem etc, then just call and cancel.
    #5
    HaggisHunter
    Tell them to shove it

    Cant you just go into the bank (or online banking) and cancel the direct debit.
    Think if you tell the bank not to allow someone to take money out your account they have to do what you say.

    If you dont have any equipment, Modem etc, then just call and cancel.


    I do it all the time with orange lol
    #6
    Although you can 'just cancel direct debits' it's not the best way to do things - if a contract still stands, you will be in breach and as such are refusing to pay - which in turn can lead to CCJs and Defaults.
    #7
    Well technically they are in breach since they are charging for a service which they arent providing.

    Its within the 15days "failure to activate" clause, so send all the stuff back (recorded), if you have even received it, and write them a recorded post letter telling them where to go.
    Keep everything recorded delivery, and correspondence in letter form since call centres tend to make "mistakes" practically every time you call them.

    Post a Comment

    You don't need an account to leave a comment. Just enter your email address. We'll keep it private.

    ...OR log in with your social account

    ...OR comment using your social account

    Thanks for your comment! Keep it up!
    We just need to have a quick look and it will be live soon.
    The community is happy to hear your opinion! Keep contributing!