Forum Discussion

Herb777's avatar
Herb777
Just joined
3 hours ago

Cancelling order

I ordered boardband and TV in mid December. So far the support has been rubbish. I had 5 calls from people wanting to help me purchase even though I already have.  I had no confirmation and when I called they made me feel stupid for even asking!
I have confirmation from my current supplier that services will be cut off on 5th January when I am due to have the Virgin installation but today (31st December) I received an email saying I need wayleave approval from 2 of my neighbours and the installation could be delayed. It's obviously very short notice. I work from home so cannot be without broadband.
Can I cancel the order? I have no confidence in Virgin (I placed the order on 13th December).
Thanks

1 Reply

  • goslow's avatar
    goslow
    Alessandro Volta
    3 hours ago

    It is always a high risk strategy ending one service on the day the new service is due to start.

    By what means is the switch over happening? Did you use the one touch switch mechanism?

    The OTS process is supposed to prevent the old service going off until the new one is confirmed as active but there are plenty of topics on here showing that OTS is far from perfect at the moment and cannot be relied upon for continuity of service.

    If VM is claiming that wayleave is required from 2 neighbours before 5 Jan, I would suggest your 5 Jan installation is highly unlikely to happen.