Complaining Internet Provider to ComReg? [Virgin Media & Poor Signal/Service]

luapeffaat

Might be the wrong discussion area but has anybody actually ever complained their internet provider to ComReg with any success?

Have been messed around by Virgin and want to see if complaining to ComReg is worth it. Long Story Short:

1. 1. Internet was very poor since at least October 2015 (date of our first technical issue inquiry). Signal was very poor and modem had a range of about 10feet. Then the internet would on a regular basis just drop completely.
2. 2. We had technicians in May 2017 out and they discovered that a new cable needed to be laid as the current cable provided by Virgin was unable to handle the 240mb internet we were paying for
3. 3. I then subsequently found out that our neighbours had the same issue in ~Aug/Sept/Oct 2016 and had their cable relayed then. So that tells me that our cable clearly was faulty like theirs then and Virgin did not think to check our cable which is right beside theirs. I believe that is strong evidence Virgin have not provided the services they were contracted and paid to provide for a number of months from at least that date in 2016.
4. 4. The fact we first raised the issue in 2015 tells me that the issue could have existed since then. Virgin are using the excuse that we didn’t let their tech team in then (we cancelled as we were going away on holiday) to justify themselves that we didn’t let them remedy the problem.
5. 5. Basically we didn’t realise we were getting crap internet then. It’s only now after the new cable and modem do we realise we were paying for a service that we were not receiving. We feel we should be refunded for this unfulfilled services. Ideally given that we were receiving maybe 50-100mbs style service (rather than the 240mbs, we paid for) are we being unreasonable in looking for a refund?
6. 6. Another line from Aron from the complaints team is that their T&Cs state they cannot guarantee a “Fault-free service”. Does that mean it’s up to the consumer to do quality control for them? It’s a joke!

They have offered us 1 month free. Is this a good deal? Has anybody had any success at all in getting refunds from ComReg (or any other regulator) for services paid for but not received?

Should serve as a heads up to any Virgin customer at least to make sure they send out a technical team to look at your cables and see if your modem can handle the speed of internet you are paying for or they are just ripping you off!

ED E

COMREG:
A. Do not deal with Wireless, thats your problem not Virgins
B. Do not deal with capacity issues

Probably be of no use to you at all. You certainly wont get a refund back to 2015.


Get onto loyalty, ask them to review your case logs and ask to cancel the service.