Forum Discussion

jazzyb881's avatar
jazzyb881
Joining in
27 days ago
Solved

Better deal available and still within 14 day cooling period

Hi,

My services started on 15/02/25 for 125mb and now I see there's an offer for 250mb for effectively the same price.

I am easily within the cooling off period, so could just cancel the services and sign up under my partner's name. But is there any chance Virgin would just move me to the new deal?

I tried on live chat but they said no and that disconnecting is the only option. To be honest I 90% expected that response.

Thanks in advance.

  • Kath_P's avatar
    Kath_P
    27 days ago

    Hi jazzyb881, 

    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 not a Sales Team so unable to advise on whether this is something that's possible. We are aware that when changing your package, it may remove the promotional offer/discounts so it's unlikely you'd be able to get the same offer as online as once you're installed, you're classed as an existing customer. 

    If you do intend on cancelling within the 14 day cooling period, you should note that the services would end right away and it may be a few days/weeks before a new account can be set up in another name so make sure you have plans in place for an alternative connection, should you need one. 

    Many thanks, 

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    27 days ago

    An easier route, if anyone in the house has an O2 sim, is to just Volt your speed up to the next level. 

  • Kath_P's avatar
    Kath_P
    Forum Team
    27 days ago

    Hi jazzyb881, 

    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 not a Sales Team so unable to advise on whether this is something that's possible. We are aware that when changing your package, it may remove the promotional offer/discounts so it's unlikely you'd be able to get the same offer as online as once you're installed, you're classed as an existing customer. 

    If you do intend on cancelling within the 14 day cooling period, you should note that the services would end right away and it may be a few days/weeks before a new account can be set up in another name so make sure you have plans in place for an alternative connection, should you need one. 

    Many thanks, 

    • jazzyb881's avatar
      jazzyb881
      Joining in
      27 days ago

      Thanks for the advice. I think the best route here is to cancel under the cooling period and someone else in the household sign up as another customer.

  • Sandejo99's avatar
    Sandejo99
    On our wavelength
    26 days ago

    How crazy is it that VM makes you cancel and get another family member to take out a contract to get the deal?!  This is what I am forced to do.     I've had 8 prices from them within 1 week of trying to renew a contract.  £60, £61, £63, £64, £65, £66, £72 and £74.  It's 'Dynamic Pricing' is what they said!!!!  I was also told their first few calls or chats with front line team that 'they didn't know what they were doing'  Quote from the Retention Team member!!   I called and spent 1hr 19mins to get a worse deal than was offered 2 days ago on Chat!!   They pressure you as will only give a price in the call and you have to accept it there and then.  I signed up - but will cancel with the 14-day cooling-off period, and get the wife to sign up separately.  

    • Kath_P's avatar
      Kath_P
      Forum Team
      26 days ago

      Hi Sandejo99, 

      Thanks for coming back here. 

      I've just replied to your thread here: Contract renewal query

      Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

      Have a look at my reply on the other thread and stick with that one so we keep all the information in one place. 

      Thanks,