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carolesmith101's avatar
carolesmith101
Joining in
7 days ago

14 day cooling off period con

I rang Virgin Media on the 18th of February 2025 to cancel my account as BRSK were offering 500mbps for £30, where I was paying 47.50 for 350mbps and this was due to increase to over £50.I was put through to “Loyalty” where I spoke with Molly, who informed me I was outside of the 30 day end of contract window, for the best deals. He said that he would call me back on the 21st to see if there was anything Virgin could do for me. Molly did call on the 21st but the best he could do was £41 for the M350 I was already on. I informed him I wished to leave at the end of my contract in March. Molly said he would check with his manager to make sure he hadn’t missed anything and when he came back he suggested signing up for the new contract of £41 as this would drop my final payment down to £40.25 and give me a fallback if anything went wrong with BRSK. Molly assured me I had a 14 day cooling off period and because of this, if I choose to leave there would be no charge. When the documents were emailed they confirmed this.

This contract was terminated on the 24th of February 2025, by BRSK on my behalf, to which I received an email at 15:11 on the same day, from Virgin confirming I was switching to BRSK and stating “£0.00 Early Disconnection Fee”.BRSK took over the service on the 26th Feb. and I got a text from Virgin to say they were sending me a box for their equipment.(so none of this can have been a surprise to them) Yet on the 6th of March Virgin Media sent me a bill for £653.59!!!!!!!

I spoke to Mansoor, from Virgin on the 7th who had to take it up with his manager? Not sure why, as it is a legal matter not a matter of opinion, anyway, the manager agreed to “waive” the charges and I thought that was that BUT OH NO, YESTERDAY AFTERNOON I RECEIVED AN UPDATED BILL FOR £653.59 

WHERE DO I GO FROM HERE? A solicitor, Citizens Advice, Watchdog or Rip off Britain?

 

  • Buffer6's avatar
    Buffer6
    Legend
    7 days ago

    It sounds like you're in a frustrating situation. Here are some steps you can take to resolve this issue:

    1. Contact Virgin Media Again: Reach out to Virgin Media's customer service (0345 454 1111)  and explain the situation in detail. Make sure to mention the previous conversations and agreements you had with their representatives. You can contact them via phone, web chat, or by mail. More details on how to contact them can be found here.How to make a complaint | Virgin Media Help
    2. File a Formal Complaint: If the issue is not resolved through customer service, you can file a formal complaint with Virgin Media. They have a complaints process that you can follow, and you can find more information about it here.How to make a complaint | Virgin Media Help
    3. Seek External Help: If Virgin Media does not resolve the issue to your satisfaction, you can seek help from external organizations:
      • Citizens Advice: They can provide you with legal advice and help you understand your rights.
      • Ombudsman Services: If your complaint is not resolved within 8 weeks, you can escalate it to the Ombudsman Services, which is an independent body that can help resolve disputes between consumers and companies.
      • Watchdog or Rip Off Britain: These consumer rights TV programs can sometimes help bring attention to your issue and put pressure on the company to resolve it.
    4. Document Everything: Keep a record of all your communications with Virgin Media, including dates, times, and the names of the representatives you spoke with. This documentation will be helpful if you need to escalate the issue.