Forum Discussion

JSellars's avatar
JSellars
Joining in
2 months ago

Cancellation period whilst in dispute

Should I cancel my broadband to avoid the cancellation fee whilst in dispute with Virgin Media? 
My broadband was 161 days late being installed, with 2 missed appointments happening along the way. According to VMs policy I should be due in the region of £1,050 in credit. VM have offered £150 which doesn’t even cover the cost of the replacement broadband I’ve had to get to tide me over.

Should I cancel my VM broadband (I still have broadband from my other supplier) whilst still in the 14 day period or leave it going whilst the dispute plays out? 

I'm currently waiting on my information request to be fulfilled so I can take it to OFCOM

cancellation
credit
customer serivce
Work of Fiction
  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    Is your VM broadband fully up and running now?

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    2 months ago

    Take it up with Ofcom by all means but the complaint escalation would go to the Communications Ombudsman. 

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    2 months ago

    Hi JSellars 👋. 

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear the issues you are facing with a delayed installation. So that we can assist and investigate we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina