Forum Discussion

Seanb1986's avatar
Seanb1986
Joining in
4 days ago

Cancel order

Hello I’m getting really stressed out, I ordered broadband last night, and then received a email off my current provider, giving me a deal that suits me. So today I have used live chat made countless calls, trying to cancel this order that was only made last night.

one person on the phone said I’ll keep the order incase you change your mind, I said no please could you cancel the order as I do not want to change providers plus it will cost me £130 to change at the moment.

 

ok sir, I will take a look, seems like we can’t cancel but when it’s all installed you can cancel it then! No please cancel my order no I can’t. I hung up went back to live chat, told them the story I suspect isn’t even a human, please call this number. I have called this number today, sorry we cannot change the order, phone that number and someone from that department will cancel the order, ok.

 

phone again, hello I would like to cancel my order that was only made a few hours ago, ok let me take a look, why do you want to cancel? Because my current provider is giving me a deal that suits me currently.

 

ok, why don’t you take virgin broadband and see the difference, no please just cancel my order. Let me check, your order cannot be cancelled. Please just cancel my order. Let me check I’ll put you on hold. Ok sir I have cancelled you’re order.

 

just received a email saying virgin has contacted my landlord to install cables, so it’s not cancelled. 
PLEASE SOMEONE HELP ME CANCEL THIS ORDER I HAVENT EVEN RECEIVED ANYTHING AND WANT TO STAY WITH MY CURRENT INTERNET 

3 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 days ago

    Well the first thing to do is to tell your landlord not to allow the installation of cables or connection box. 

    You've told VM several times that you've cancelled, and you are not obliged to do anything else. They can't charge you anything for a service that isn't installed.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 days ago

    Hi Seanb1986, 

    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 you've had trouble cancelling an order. Once an order is made, it usually takes some time for the final checks to be done and for it to be loaded onto the system. During this time we're not able to do anything to adjust things or cancel. 

    Have you received any welcome emails, with an account number? If so let us know and we can then help further. 

    Many thanks,