Virgin Media problems, can I terminate contract?

[BlackDragon]

I have had problems with my connection ever since starting my contract in May. I pay for 30Mb line, but rarely do I get that. Most of the time it is below 10Mb and quite often during peak times it will struggle to reach 1Mbps. Worst of all, is the latency issues which means I cannot play online games, and browsing is a nightmare as stuff randomly doesn't load.

I've called several times regarding the issue and each time I'm told they are fixing a fault in the area and it will be fixed by a given date. The given date passes, and I have to ring up again to report the issue so I can get my discount. This has been happening every month since May, and I'm getting sick of paying for a service that doesn't function as it should.

I've been more than patient with them and I still do not know when they'll actually fix the problem in the area. Is there a way I can terminate the contract as they aren't providing a service to a satisfactory level? I'm in an 18month contract with Virgin for TV, cable, and phone.

 

[asim18]

I had the exact same problem for a period of about 4 months on 20Mb. They pull the fix dates out of their backsides. I wouldn't believe a thing they say, they work to just shut you up with no intention of actually fixing your problem.

I ended up upgrading to 50Mb and the problem was solved.

 

[BlackDragon]

Yeah, wouldn't surprise me if that's what they're doing.

How does upgrading to 50Mb fix the issue? Just don't want to upgrade to 50Mb and end up with the same problem!

 

[StonedPenguin]

How does upgrading to 50Mb fix the issue? Just don't want to upgrade to 50Mb and end up with the same problem!

The 50MB service is on DOCSIS 3, The 10mb service your on will be DOCSIS 1/1.1.

30/50/100mb are all docsis 3, Tell them you want upgrading to 30mb (will need a new modem) for free because of the troubles of you will be contacting trading standards*.



*keep calling till you get an 'inland' customer service rep as the ones 5k miles away are often useless.

 

[BlackDragon]

The 50MB service is on DOCSIS 3, The 10mb service your on will be DOCSIS 1/1.1.

30/50/100mb are all docsis 3, Tell them you want upgrading to 30mb (will need a new modem) for free because of the troubles of you will be contacting trading standards*.



*keep calling till you get an 'inland' customer service rep as the ones 5k miles away are often useless.

I'm on 30Mb service. Sounds like upgrading to 50Mb will mean I will get the same poor service. Apparently it is all down to high utilisation, but this problem seems to occur almost every time I use the Internet.

I will contact VM on the weekday in the hope I get through to a call centre in the UK. What are my other options? As Asim says, they could just be leading me along. Can I terminate the contract on the grounds they aren't providing the service I am paying for?

Thanks