Forum Discussion

Ast85safe's avatar
Ast85safe
Joining in
2 months ago

Upgrade and 14 day cooling off period

I mistakenly upgraded to m500 from m350 , phoned virgin same day to cancel and was told it wasn’t going through and I would continue on my m350 contract , it still has 12 months to run.To my surprise the upgrade was activated anyway.Phoned again today to be told I either stick with the upgrade or sign a new m350 contract to run 18 months.Is there not a cooling off period on upgrades? I just wanted to return to original contract.Phoning virgin btw is an absolute nightmare I’m hard of hearing and had great difficulty understanding 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    I believe any change of contract has a 14 day cooling off period, and this should allow you to revert to your previous contract without any changes to the term?   Hopefully a VM Mod should pick this up and discuss directly with you.

  • Ast85safe's avatar
    Ast85safe
    Joining in
    2 months ago

    Alternatively could I have agreed to the new contract then cancelled the lot without penalty within 14 days or would my old contract still be valid 

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter
      2 months ago

      I believe the underlying contract would still be valid and an early termination fee would then be due. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 months ago

      Hi Ast85safe, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've had some issues. If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. As you've called right away, they wouldn't have been able to see the pending change. 

      In terms of a cooling off period, this is only given if you've agreed to a new contract term. If you have, then the customer services team can roll back the change as long as you're within 14 days of the change being made. Doing this will revert the contract back to what is was originally with the original minimum term date. 

      We're not able to roll contracts back via the Community I'm afraid so you will need to get in touch with Customer Services. You can reach them by calling 150 / 0345 454 1111 or via WhatsApp on 07803089684. Replies aren't instant and can take a few hours but it allows you to get on with your day whilst waiting for a reply.

      Many thanks,