how come you simply measure speeds to my Virgin Media Hub, rather than regarding the rates I have to my products? How come you merely measure speeds to my Virgin Media Hub, rather than regarding the rates we have to my products?
As soon as our rates reach your Hub, a true wide range of things may impact your broadband rates outside of our control. This might include your utilization of Wifi, the product you’re utilizing therefore the wiring in your building. To acquire many away from your in-home WiFi, and fix several of your WiFi dilemmas, check always our help pages out.
How can I have the best possible broadband rate? How can I have the best broadband speed that is possible?
We’ve built a handy guide on how best to always check your broadband performance with a few great recommendations to make certain you’re obtaining the many from your own solution. It can be found by you right here: Checking your Virgin Media broadband performance.
let’s say I’m nevertheless maybe maybe maybe not satisfied with the rates I’m getting? Imagine if I’m nevertheless perhaps not satisfied with the rates I’m getting?
Then you can find more advice and details of how to troubleshoot your connection here if you’re still not happy with your speeds.
Can I report a speed problem in a retail store/kiosk? Am I able to report a rate problem in a retail store/kiosk?
Our stores that are retail kiosks aren’t in a position to assistance with speed associated faults. Rather, drop us line on our ‘Contact Us’ web web web page. Simply which means you know, our fault agents will have to perform checks to try and fix the fault, therefore need that is you’ll be in the home because of this.
Right to Cancel
just how do i end my agreement without having to pay a disconnection fee that is early? How do you end my contract without having to pay an earlier disconnection cost?
If you’re having rate problems therefore we have actuallyn’t had the oppertunity to correct things on our call with you, we’ll arranged a couple of scheduled rate tests for the Hub, starting at the time when you told us concerning the issue. You won’t need to do any such thing – however it’s well well worth realizing that we’ll only run these tests whenever we detect you’re perhaps not making use of the connection for whatever else.
We’ll inform you the outcomes as quickly as possible after we’ve completed the tests.
In the event that actual install speed you received to your Virgin Media Hub through the test duration falls below our ‘minimum guaranteed download speed’ for 3 times in a line (constantly or intermittently), we’ll confirm that there’s a rate fault, and without paying an early disconnection fees if we can’t fix the issue within 30 days of your report, you may be eligible to leave us.
Don’t forget, our minimum guaranteed down load rate is your Virgin Media Hub, maybe perhaps not the product you’re WiFi that is using up on. Even though making use of a wired connection, some older devices may well not help our quickest speeds.
We’ll constantly contact you by e-mail by the end for the period that is 30-day allow you to know what’s occurring, and have you to definitely contact our customer care group to talk throughout your choices.
You can easily read more about ending your agreement in Section N for the conditions and terms. Whenever we don’t supply the ‘minimum fully guaranteed speed that is download as lay out above (in other terms. we now have perhaps not remedied the rate issue within thirty day period of one’s notifying us or we can not deal with the situation) then we’ll provide you with the chance to end your agreement payday loans DE instantly, lacking any disconnection fee that is early. In exemplary circumstances (for instance where you cancel technician visits or appointments that are miss we possibly may expand the thirty days but we’ll always talk about this with you beforehand.
whenever can I be know if I’m able to end my agreement without paying disconnection that is early? Whenever can I be understand if I am able to end my agreement without having to pay very early disconnection charges?
When a speed is reported by you issue to us, we’ll perform checks to try and fix the fault. You ought to keep your Virgin Media Hub plugged in, switched on and set to allow us to have speed information as a result, which will surely help us diagnose any issues. We’ll help keep you informed every action associated with the way and within thirty days of you reporting the speed issue to us, we’ll tell you whether we’ve found a rate problem, if we’ve been in a position to repair it. In 30 days, we’ll give you the right to end your contract without paying an early disconnection fee if we haven’t been able to sort it.
Do i must end my contract? Do i need to end my agreement?
No, of program maybe perhaps not! We want you to definitely remain. If you opt to stick with us, there could be several other choices open to you, which we’ll discuss at that time.
just how long do i must just simply just take up my right to get rid of my agreement without having to pay an earlier disconnection cost? Just how long do i must simply take up my right to get rid of my agreement without spending an earlier disconnection charge?
You’ve got thirty days through the time we compose to verify your directly to end your agreement without having to pay an early on disconnection cost, either to simply just take within the offer or select an alternative. Following this, your directly to end your agreement without having to pay a disconnection that is early will expire.
You but are still experiencing speed problems, you should contact us again via the contact us page if you’ve allowed your right to cancel to expire and haven’t taken up any other option we’ve offered.