Forum Discussion

mjb3321's avatar
mjb3321
Joining in
8 days ago

Trying to cancel within 14-day cooling-off period

Hiya,

Like many others on this forum, I have not had a great experience trying to cancel my virgin media broadband contract within the 14-day cooling off period. 

My request to cancel within the 14-day cooling off period was acknowledged to have been received, but they have repeatedly insisted that 30-day notice period still applies, leaving me with a final bill that includes charges for over a month of service, when at most I should be charged for is 11 days as I cancelled 11 days after the activation of the service, which is when the 14-day cooling period starts according to the T&Cs. 

From what I can tell reading the T&Cs and reading others' experiences on this forum, I'm pretty confident that no 30-day cancellation notice period should apply within the 14-day cooling off period. 

Is there anything more I can do to convince them of this? If they continue to insist I will ultimately have to take this to the ombudsman. 

The complaint reference is C-1002254 in case that helps 

cancellation
cooling off
  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    8 days ago

    If this is a new service then there is no 30 day requirement. You pay only for the days you have used. 

    If it's a continuation of a previous contract that had not been cancelled, then you do have to give 30 days notice. 

    • mjb3321's avatar
      mjb3321
      Joining in
      5 days ago

      That's what I thought - it's a new service so should be immediate!

  • Molly_T's avatar
    Molly_T
    Forum Team
    5 days ago

    Hi mjb3321 👋 welcome to the community forum! Thanks for posting. 

    Sorry to hear about your experience trying to cancel your services, and that you have since raised a complaint for support.

    We'd like to help get this resolved for you, but will need to investigate what's happened with account access - so I will send you a PM to confirm a few details and take a closer look. 

    You can find the PM in your Inbox 📩 in the top right corner of the page. Thanks for your patience in the meantime! 🌞

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    5 days ago

    as said the 30 days does not apply but getting sense out of the offshore numpty's is not easy - they are clueless at best and just lie

    staff may be able to help as offered but if not just take it to the arbitrator and add £100 to the claim