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AndyRead55's avatar
AndyRead55
Joining in
9 days ago
Solved

Shocking Customer Service.

On the 19th March I gave 30 days notice to cancel all of my services (Tv, Phone, Broadband) as my contract was due to expire on the 19th April and I couldn’t justify the increase in price.  (sms confirmation of cancellation received) 

Today 13th April I spoke to Virgin explaining that my services ere due to cancel on the 19th April. I explained that I’d like to allow my Tv to cancel as planned, but would like to renew my broadband only. 

I’ve received a new contract for my broadband. But I’ve now received a further email saying my Tv will now cancel on the 13th May and not 19th April as planned, this will subsequently give me a bill of £194. 

I’ve just spoken with customer service who have advised that my original cancellation date of the 19th April was overwritten by the renewal of my broadband. I tried explaining I was never made aware of this and I wouldn’t have renewed my broadband if I knew it would affect the cancellation of my Tv. 

Any advice on how I can rectify this mess ? I’d like to keep VM broadband, but I’m at the stage where I don’t need the stress, I believe looking at my new contract I have 14 days cooling off period, but I’m reluctant to ask them to cancel as I’m not convinced they’ll get that right. If I use the one click switch service for Sky will that automatically cancel everything ? Which will save me the stress of speaking with VM again. 

Any advice greatly appreciated. 

  • Robert_P's avatar
    Robert_P
    8 days ago

    Hello AndyRead55

     

    Sorry to hear of the issues with your package change and the cancellation date for your TV services. We appreciate you raising this via the forums and welcome to the community.

     

    We're eager to take a look at what's happened and rectify the issue, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

4 Replies

  • Yeah I think using your 14 day cooling off period is the least bad option here. Don't hang about. You can post it (clearly stating that you are exercising your cooling off period rights) by recorded delivery specifying your name and address and account number to Virgin Media, Sunderland, SR43 4AA. Hopefully a lesson learned about keeping things simple. 

    • AndyRead55's avatar
      AndyRead55
      Joining in

      Thanks for the advice. I’ll do this, do you believe in doing so it’ll revert my Tv package and all other services back to my original cancellation date of the 19th April? 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team

        Hello AndyRead55

         

        Sorry to hear of the issues with your package change and the cancellation date for your TV services. We appreciate you raising this via the forums and welcome to the community.

         

        We're eager to take a look at what's happened and rectify the issue, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • This has now been resolved. Thanks ever so much for your assistance Robert, it’s greatly appreciated.