14 days cooling off question

[AdrianK87]

Hi, 

I want to cancel the contract within the cooling off period. What's the notice I need to give to Virgin? Is it still 30 days as in section N of T&Cs? 

I've found a much better deal with Virgin online and it's only available for the next week or so. I won't be signing it, but my partner, as it's through his employer - so it would be under a different name. Is it doable within the timeframe? Thanks.

[Molly_T]

Hi AdrianK87 👋

Welcome to the community forum! Thanks for posting. 

You can leave at any time during your cooling off period. If you have landline services it takes 24 hours for any disconnection to complete. 

It's also worth noting if you are leaving, any equipment will need to be returned (you are sent returns packaging via post upon your disconnection), and new equipment will be sent out when the new account holder takes out services and gets connected. 

Let us know if there's anything else you need our support with! 🌞

[byenilmez]

Hi Molly,

I've just tried to cancel during my cool off period yesterday. But the agent (employee ID C1389344) insisted I need 30-day notice and even I did not agree, she set my disconnection date a month later with a final bill amount over 100 pounds.

Now I can't even reach support (I've waited on chat for 2,5 hours) and when I call on the phone it says I've unpaid bill and it just hangs up.

Can you tell me what I can do now?

Thanks,

Bekir

[Molly_T · Accepted solution]

Hi Bekir 👋

That shouldn't be the case, I'm so sorry that was your experience by phone! I will send you a DM now to investigate / offer further support with this, and raise internal feedback to prevent this happening in future. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[AdrianK87]

Hi Molly, 

I've been in touch with the live chat team twice already, and every time there's a ping pong of me saying I don't need a 30 notice (as you mentioned above) and live chat people saying it's a requirement of T&Cs. Could you please advise how to proceed? Thank you

[Matthew_ML]

Hey AdrianK87, thank you for reaching out and I can see my colleague has sent you a DM.

Please do reply to the DM so they can assist. Cheers