Service Cancellation Not Processed Correctly
I signed up for Virgin Media broadband on 5 of March 2025, but the service never worked. After multiple long calls with technical support, I was informed that a technician would need to visit my property. I waited for three days from 8:00 to 17:00, but the technician never showed up. Due to this issues, I decided to cancel the service within the 14 day cooling off period. During the cancellation call I was assured that the service would be cancelled and that no bills would be generated, as the cancellation was processed within the cooling-off period. However, yesterday 19th of March I was surprised to receive an email stating that a new router is being sent that my first bill is due on 28 March 2025. This is unacceptable as:
- The service was cancelled within the cooling-off period.
- I never had a working connection
- I never requested a new router
- I was assured that there would be no charge
I wish to have any outstanding bills cancelled and a written confirmation that my account is closed with a zero balance. Also, I with to stop the shipment of the new router that I never requested. Does anyone can help me on how to proceed from here?
