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FCFC's avatar
FCFC
Just joined
4 days ago

Cancelled my broadband order without telling me

I placed an order for VM broadband on Saturday as a new customer moving to a new property. I got the email confirmation and that the router would be delivered a few days later. I then tried calling to change my delivery address where I was told that my order for broadband had been cancelled due to the existing tenant at my new property not having disconnected their services yet.

I have had no confirmation or contact from VM telling me that the order was cancelled and I have now called several times and been passed from department to department and they cannot seem to send me an email to confirm the cancellation of the order?! I just want to know that the order has been cancelled by Virgin and that I will not be charged!

I just want written confirmation from Virgin that they have cancelled the order and that I will not be charged in any way as I've heard nothing via email. Who would have thought it would be so hard to send me one email!! Please help!

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 days ago

    AFAIK VM accounts are tied to the address, not the person.  If a previous tenant at an address leaves but doesn't close the VM account, it stays open.  So, anyone else moving in can't get an order started.  Until VM have confirmation of the other tenant leaving and cancelling, I'm afraid that leaves you in limbo.

  • FCFC's avatar
    FCFC
    Just joined
    4 days ago

    Thanks Adduxi - that makes sense! It's just baffling that I have received nothing from VM about the cancellation. I had to phone up to be told it was cancelled and I can't even get an email sent to me confirming the cancellation of my order!

    • newapollo's avatar
      newapollo
      Very Insightful Person
      4 days ago

      Hi FCFC​ 

      It is possible that VM sent a cancellation email and that it's in your spam/junk folder.

      Adduxi​ is correct. VM accounts are tied to the address/property and not the person.  VM can't set up another account at that address until the previous account is disconnected and closed.

      You can contact the team on 0800 183 1234 although updates will be limited as they aren't able to discuss the other account with you, but they may be able to give you a timeframe for when they can process a new order/connection request.  If the current occupant is transferring their VM service  to theur new property it should be a quick and smooth process to get you connected.

      Usually the previous owner/occupier leaves without informing VM and cancelling and then VM perform what they  term as a Gone Away process so they can possibly trace that person and get the account closed down.