Virgin Media Community

[cmac35]

I signed up for Broadband last month but then changed my mind and cancelled well within the cooling off period. I never actually used the service or activated the hub and a member of the Virgin team has since collected the hub. I received a bill recently for £295.27 but contacted Virgin who said it was a mistake and they would sort it out. They are now saying I owe them £55.27. I thought if you cancel during the cooling off period that you do not have to pay anything. I don't want to pay as I don't see why I am being charged and it is very difficult to contact them by phone these days. Do I actually owe them anything or is this a mistake?

[-tony-]

if you cancelled in the 14 day period and they have received the hub back then afaik you owe them nothing - staff here should confirm that but i dont think they will be able to do more than that

you need to contact the accounts people - phone is the best way as difficult as that is at the moment

[taximan438]

Hi you will find virgin media don’t listen to you or don’t even care about you as they are a bunch of incompetent call handlers who can’t even lie straight in bed at night. You will just batter your head off the wall and still get no where. 

[cmac35]

Thanks for that. I phoned them this morning and was told that despite the fact I phoned to cancel on 16th April the actual disconnection date was 30th April which makes no sense and sounds like a bit of a con. Surely the date you tell them you want to cancel is the date that counts for the purposes of a cooling off period. The lady then said she was putting me on hold and that I would then be transferred to their accounts department, at which point I was put on hold for 10 minutes and then cut off. I have no intention of paying it but I'm getting letters saying if I don't pay further action will be taken and as I am currently out of work I could have done without the additional stress. I may leave it a couple of days before phoning them again.