Virgin Media Complaints
PO BOX 333
Matrix Court
Swansea
SA7 9ZJ
Dear Sir/Madam,
I am writing to dispute an early disconnection charge of £105 which I have been required to pay as of
02/01/2010. As you may already be aware, I was also asked to pay a deposit of £100 when I initially
signed up.
I was originally told that this early disconnection charge could simply be deducted from my deposit and
that I would only be liable to pay off any balance (in a call around 27/11/09). However, I have now
been advised that the early disconnection fee would be levied on top of this deposit, bringing my total
amount paid to just over £100 more than I would have paid if I kept my service until the end of the
contract period. I immediately redialled and was put through to a different agent who claimed to have
done some further checks and stated that the early disconnection charge could be partially or even
wholly paid through deduction from the deposit. This has led to a great deal of confusion and I am
requesting some form of written clarification on this. In the meantime, I have cancelled my direct debit
just in case any payment is collected without prior notification.
As for the reason why I am cancelling my subscription in the first place, I have been receiving extremely
poor download speeds in the evenings (typically 200kbps or less with ping times of 300ms). This has
been ongoing since early October and I was given a £10 discount off November’s bill (after multiple
phone calls with wait times typically >15min). I have also spoken to the technical staff, both over the
phone and using the newsgroups. They have advised me on multiple occasions of a fault in my area and
that repairs were ongoing. I have also had three engineer visits to rectify faults with the modem power
levels, each time only to hear the engineer attribute the speed issue to the area fault as mentioned
earlier and not be able to solve anything.
I am extremely dissatisfied at the ever expanding time it is taking for the fault to be resolved and the
poor explanations given by the technical support department. Ideally, I would very much like the early
disconnection charge to be waived entirely and the deposit refunded in full. However, I understand that
this may not be possible and I am prepared to compromise with the following as an absolute minimum:
The early disconnection fee is deducted from my deposit and I pay only the outstanding balance
I am simply unprepared to foot an exorbitant sum of money to cancel what frankly has been, a pathetic
service with customer support which has only been marginally helpful at best.
Yours Faithfully,
