The telecoms regulator is looking into Virgin Media because customers say it’s too hard for them to end their contracts.
Individuals told Ofcom they attempted to address a client administrations specialist by telephone, for certain calls being dropped and others confronting significant delays.
Others claimed that they were required to submit multiple cancellation requests.
Virgin Media said grievances connecting with “challenges leaving” had divided throughout the last year.
It is the most recent in a progression of misfortunes for the media monster, which has experienced harsh criticism lately over disturbance to its administrations. That prompted a conciliatory sentiment in April when great many individuals in the UK revealed they couldn’t get to the web two times in a single day.
In June, some Virgin Media email customers experienced a 36-hour outage that prevented them from sending or receiving emails. Although the issue was resolved, two weeks later, some customers were still unable to access their inboxes.
The BBC has found out if this interruption to messages has been completely settled.
Each of this comes after telecoms organizations brought their costs considerably up in April, with Virgin Media telling clients they confronted a normal 13.8% expansion in their bills.
What are my rights for changing my broadband supplier?
Here are some of your rights for changing your broadband supplier:
- You have the right to switch broadband providers at any time. You do not need to give your current provider a reason for leaving, and you are not required to sign a new contract with your new provider.
- You have the right to a cooling-off period of 14 days. This means that you can cancel your new broadband contract within 14 days of signing it and receive a full refund.
- You have the right to be compensated if your service is interrupted during the switch. If your broadband service is interrupted during the switch, your new provider is responsible for compensating you for any losses you incur.
- You have the right to keep your existing phone number. When you switch broadband providers, you can usually keep your existing phone number. This is known as “porting” your number.
If you are considering changing your broadband provider, it is important to compare the different deals available before making a decision. You can use a comparison website to compare prices and speeds. You should also check the terms and conditions of the different deals carefully before signing up.
Here are some tips for switching broadband providers:
- Start by checking your current contract. Find out when your contract ends and what the early termination fees are.
- Compare different deals. Use a comparison website to compare prices and speeds.
- Check the terms and conditions. Read the terms and conditions of the different deals carefully before signing up.
- Port your number. If you want to keep your existing phone number, you will need to port it.
- Be prepared for a delay. It can take a few weeks to switch broadband providers.
Changing broadband providers can be a hassle, but it can save you money and get you a better deal. By following these tips, you can make the process as smooth as possible.
“Our guidelines are there to safeguard individuals and ensure shoppers can exploit less expensive arrangements that are on offer,” said Ofcom CEO Woman Melanie Dawes.
“At this time, when families are looking for ways to keep their bills down, that’s especially important.
“We’re making a move today, for Virgin Media’s clients, to research whether the organization is placing superfluous boundaries in the method of the people who need to switch away.”
Ofcom stated that for the telecoms market to remain competitive, it was essential for customers to be able to easily switch providers.
This implies individuals can exploit more ideal arrangements somewhere else, and possibly set aside cash.
In the event that it finds Virgin Media defied the guidelines, the organization could confront a fine and be told to change its methodology.
Alex Tofts of the comparison website Broadband Genie stated, “Any allegation that Virgin is making it difficult for customers to cancel its services is a very bad look for the UK’s third-biggest broadband provider, especially in the middle of a bitter cost-of-living crisis.”
“Assuming that Ofcom’s examination finds the organization in break of its guidelines the harm to its standing is probably going to far offset any fine.”
A Virgin Media representative said: ” We are focused on furnishing our clients with fantastic assistance, supporting them with any issues and giving clear choices would it be a good idea for them they wish to leave.
“Grumbling rates connecting with ‘troubles leaving’ have divided over the course of the last year, showing the headway we’re making, and we will continue to work with Ofcom all through its examination, while making further upgrades by they way we handle client grievances to give a superior by and large experience.”