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Stephen93's avatar
Stephen93
Superfast
2 years ago
Solved

Add-ons are they 30 days contracts

had an “upload add-on” applied to my account via Webchat thinking I was getting gig2 the agent got mixed up & put it on, my contract arrived by email saying it is an add-on, I don’t want it, trying to cancel is a nightmare, I’m being out through to different departments all of the time, eventually told I can’t cancel got to wait until the end of my contract, surely that’s not right, 

anyone know, does this have a 14 day cooling off period?

  • Kath_P's avatar
    Kath_P
    2 years ago

    Hi Stephen93, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear things weren't explained correctly to you. An add on to the broadband would likely be that you've opted to have your upload speed match your download speed. Depending on was part of a new deal then it would be part of your contract. 

    You can change your mind within 14 days though so as long as you're within this timeframe, you can cancel the new deal and revert back to your original package and price. You can do this by speaking to the team on 150 / 0345 454 1111. 

    Many thanks, 

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Stephen93, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear things weren't explained correctly to you. An add on to the broadband would likely be that you've opted to have your upload speed match your download speed. Depending on was part of a new deal then it would be part of your contract. 

    You can change your mind within 14 days though so as long as you're within this timeframe, you can cancel the new deal and revert back to your original package and price. You can do this by speaking to the team on 150 / 0345 454 1111. 

    Many thanks, 

  • Stephen93's avatar
    Stephen93
    Superfast
    2 years ago

    Thanks Kath, I was give the phone number 0800 952 2277 the agent on that number hadn’t got a clue, also I only opted in for the upload last Saturday so well within my 14 days, but aren’t Add-ons just 30 days contracts?

    • Arissa_H's avatar
      Arissa_H
      Icon for Forum Team rankForum Team
      2 years ago

      Thank you for coming back to us Stephen93 ☺.

      As Kath mentioned above if you are within your 14 days timeframe you can cancel the new deal and revert back to your original package.  

  • Stephen93's avatar
    Stephen93
    Superfast
    2 years ago

    Rang above tel, the agent was helpful & could cancel the Add-on but couldn’t reinstate my previous deal £45 a month, the best he could do was £79 a month whereas it was £63 with the add-on, I said this wasn’t my fault as I asked for gig2 but was given the “ add-on speed upload” he transferred me to a different department & after explaining my predicament she & I agreed to £51 a month & that’s including £8 for Essential Entertainment, she said I’d get a new contract, 4 hrs later no email received & the My Virgin app is still showing £64, we’ll see, hope I don’t have to ring again it’s a nightmare 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Stephen93

      We would be happy to check this for you.

      We will send you a private message now.

      Please look out for the envelope in the top right of the page and pop back to me when you can.