Service disruption - leave contract early.

dilligaf1701 · 30-05-2011, 17:50

How long is it I have to be witout services before I can cancel my contract and (if I choose to) go elsewhere?

VM have still not sorted my broadband out two weeks on.

I was thinking I needed to give them a month but I'm not sure.

It's off net and an ADSL problem btw.

Cheers for your advice

Digital Fanatic · 30-05-2011, 19:35

Quote:

Originally Posted by dilligaf1701

How long is it I have to be witout services before I can cancel my contract and (if I choose to) go elsewhere?

VM have still not sorted my broadband out two weeks on.

I was thinking I needed to give them a month but I'm not sure.

It's off net and an ADSL problem btw.

Cheers for your advice

Is it an outage or a SUI (Single user issue) ?

It depends on what the cause of the problem is really. if it's a third part issue or if it's a direct VM issue. You'll need to start a complaint and start going through the complaints proceedure.

A month would probably be a reasonable time frame, but it will really depend on the cause.

dilligaf1701 · 30-05-2011, 19:38

It's just me.

Digital Fanatic · 30-05-2011, 19:41

Quote:

Originally Posted by dilligaf1701

It's just me.

You'll need to start a complaint then. I think a month is long enough to resolve most issues.

dilligaf1701 · 30-05-2011, 19:42

They tell me that my username and password are being rejected by BT's servers. They don't know if it's at the (local) exchange or elsewhere.

Other than that I'm not sure.

Cheers for the info

Digital Fanatic · 30-05-2011, 19:45

Quote:

Originally Posted by dilligaf1701

They tell me that my username and password are being rejected by BT's servers. They don't know if it's at the (local) exchange or elsewhere.

Other than that I'm not sure.

Cheers for the info

VM need to push BT then. I'd write a complaint letter if it was me.

Hope it gets sorted

dilligaf1701 · 30-05-2011, 19:49

Thank you

dilligaf1701 · 09-06-2011, 07:47

Just and update - after a total of just over three weeks it got sorted.

It was apparently the PPPoA server that needed resettting, which BT openreach did when they came out yesterday.

So now that it's all sorted I'm happy, BUT not happy at the length of time it took to get done.

I am considering complaining but unsure if it would do any good.

**Rob** · 09-06-2011, 09:00

It probably will be another piece of paper buried in the pile. Virgin may make sympathetic noises but the problem is they aren't in total control of the system as a lot of the national product is managed by parts of BT.

When you consider the fundamental problem of call centres when there is nobody taking ownership of a customer problem to see that it is being pursued, allow for there being at least two call centre type operations involved here, VM's and then BT's and you have a recipe for nobody getting anything done