Advertisement
If you have a new account but are having problems posting or verifying your account, please email us on hello@boards.ie for help. Thanks :)
Hello all! Please ensure that you are posting a new thread or question in the appropriate forum. The Feedback forum is overwhelmed with questions that are having to be moved elsewhere. If you need help to verify your account contact hello@boards.ie
Hi there,
There is an issue with role permissions that is being worked on at the moment.
If you are having trouble with access or permissions on regional forums please post here to get access: https://www.boards.ie/discussion/2058365403/you-do-not-have-permission-for-that#latest

Liability for broadband issues?

  • 03-02-2018 11:34am
    #1
    lightspeed
    Registered Users, Registered Users 2 Posts: 1,292 ✭✭✭


    Hi

    Im from Balbriggan, Dublin. A few months ago we had issues with Virgin as our broadand kept going on and off regularly.

    They sent engineers out several occasions and failed to fix the issue at first. At one point they sent to young engineers who went to side of our house and cut the some lines which what we are being told by sky and eir would have been used by them to install their internet.

    There was also an issue with a blocked duct for which a complete dig needed to be done to fix. I have message from a virgin representive saying this and that it would be done on a Friday.

    No engineer arrived on that Friday and the eir engineer said that they must have used their line to get it back working.

    The situation is now that a complete dig still needs to be done and eir engineer have said that they wont touch it and that is customers problem to get it unblocked. They said i should maybe speak with an electrician or a builder and didnt really have a clue.

    So as a result of how virgin carried out the repair, we cannot move to any other provider as none uncluding virgin will carry out the dig to unblock the blockage causing the issue.


    Does the message from virgin saying the dig would take place provide any obligation for them to have done so?


    A further issue is my dad called on 11th january to cancel and he was under impression it was cancelled. They rang a week later with an offer and he just said he would think about it but assumed the 30 days cancellation notice had already gone through on 11th January 2018. Now they say that they never read through the terms and conditions which they need to do for the cancellation to go through. So the read out the terms and conditions on the phone to us only yesterday so now we will have to pay for TV for sky and Virgin for at least another 30 days.

    Im going to submit a data access request but not sure how much information they obligated to provide?


Comments

  • #2
    Samuel T. Cogley
    Registered Users, Registered Users 2 Posts: 10,684 ✭✭✭✭Samuel T. Cogley


    Not entirely sure what you're asking but Comreg is probably your port of call.


  • #3
    lightspeed
    Registered Users, Registered Users 2 Posts: 1,292 ✭✭✭lightspeed


    Samuel T. Cogley wrote: »
    Not entirely sure what you're asking but Comreg is probably your port of call.


    My questions are what i mentioned in my post.

    Does the message from virgin saying the dig would take place provide any obligation for them to have done so?

    Im going to submit a data access request but not sure how much information they obligated to provide?

    Thanks i hadnt thought of contacting Comreg.


  • #4
    amen
    Registered Users, Registered Users 2 Posts: 2,781 ✭✭✭amen


    how can Virgins failure to notify you of their terms and conditions nullify your cancel agreement ?


  • #5
    lightspeed
    Registered Users, Registered Users 2 Posts: 1,292 ✭✭✭lightspeed


    amen wrote: »
    how can Virgins failure to notify you of their terms and conditions nullify your cancel agreement ?

    Exactly it makes no sense to me either. Im not letting go, they forward my issues to the complaints department and Ive asked them to listen to the first call we made on the 11th to cancel.

    I intend to submit a data access request for copies of call recordings and also submit the complaint to Comreg to investigate for all the issues.


Advertisement