Forum Discussion

Alanof6y's avatar
Alanof6y
Joining in
2 years ago

Virgin Media scam

I had Virgin Media installed on the 20th of October and decided not to go ahead with it and call Virgin on the 28th to cancel which is my right to do so as it is within the 14 day cooling off period I was then told it would be disconnected on the 4th of November and then told I had to pay £120! When I asked what for I was told it was a disconnecting fee. At one point I was told it was for posting the equipment out to me which I couldn't believe what I was hearing so I asked to confirm what I was just told and the person confirmed it!! So therefore if you are wanting to try Virgin Media it will cost £120 even if you decide not to go ahead with it within the 14 day cooling off period.

By law I if I cancel my contract within the 14 day cooling off period I have nothing to pay is this not right? 

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    2 years ago

    It's clearly rubbish. 

    The VM forum team should hopefully be able to undo this for you. You will need to post on the "Manage your account cable" board for their attention. 

    Out of interest why did you cancel? 

  • BrownSauce's avatar
    BrownSauce
    On our wavelength
    2 years ago

    You know anyone might be forgiven for thinking that VM have simply lost control or simply aren’t bothered if their ‘agents’, sorry ‘members of the team’, simply make stuff up and lie. Anything to improve income!

    My advice to the OP is to not cancel the direct debit, oddly enough from your perspective, it is better if they were to (illegally) take the £120 from you. Because then, you can make a formal complaint, wait for it to be ignored, and then escalate it to the industry ombudsman service in which you request a full refund plus an additional £150 compensation for the inconvenience, poor staff training, a deliberate attempt to take money from you that wasn’t owed etc.

  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi Alanof6y 

    Thanks for posting and welcome to the community.

    I was sorry to read you've decided to cancel and have got a billing dispute.

    I'll send you a PM now to assist further.

    Best wishes.

  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi Alanof6y 

    Thanks for joining me on PM and allowing me to sort this for you.

    Please pop back to the community should you ever need further assistance.

    Best wishes.