3 months ago I entered into an internet contract with Virgin Media. Within days it was clear that the signal was weak and didn't reach parts of our flat. It's not the biggest flat in the world so it was a disappointment we had to use 4G upstairs. I called Virgin and was told there was a problem and it would be sorted in a couple of days. 2 days passed, nothing changed. I called again, I was given another excuse. I called a 3rd time and this time they sent out an engineer. I was called by the engineer on the day of the appointment and he told me he had been to my property and everything was now working well. I got home and asked my partner what the engineer did and she replied "No one has been here today". I was disgusted at being lied to so I called Virgin and said enough was enough! I wanted to cancel my contract because of the service and the lies. I was told I would have to pay over £200 to leave Virgin! I was furious and made a complaint to the compliant team. They were very understanding and apologetic. They said they would send out their most qualified engineer to help. By this time I am paying extra to my mobile provider so we can have unlimited data, so devices work upstairs. The engineer turned up and said, "These houses are built to last, you'll need to pay for a booster" and then he just left. He refused to move the box upstairs and said it was pointless. I spoke to Virgin again, to express my dismay that I'm expected to pay even more money for a service they can't provide. Had Virgin claimed anywhere on their website that if their service doesn't work you have to pay more. It's a complete scam! Virgin have said it's not their responsibility that my property has thick walls and therefore I have to carry on paying for a service that doesn't work. Why am I having to pay for a service that doesn't work?? They are just bullying me to pay this and offering no support other than paying them more money. Is this allowed? Can you offer a service even if it doesn't work then make the consumer carry on paying? Virgin shou;d not be adverting amazing speeds in my area when they can't deliver? They are fraudulently advertising and I'm the mug that got caught up the their lies!