Cancel 1 of 2 online orders

[shrikant_n]

Hello,

I placed an order for a new broadband package online, but realised I'd done it for wrong package only when reviewing the contract documents that were sent over.

So I placed another order for the correct one.

And now I'd like to cancel the first order and the associated engineer appointment so that I don't need to do the whole "cancel within 14 days of activation" thing.

I called the 150 number, and the agent seemed quite confused as she couldn't find any evidence of my orders on "my Virgin Media account". I do NOT have a current Virgin Media account, and the old one in the system appears to be one that I had closed down about 6 years back. And when I try to access it using my email ID/postcode combo, the website says it can't let me in as I've closed the account.

At any rate, the agent was unable to find my orders, but I think she was looking in the wrong place! Is someone able to help me with this please?

Thanks in advance!

[Kain_W]

Apologies for the issues faced shrikant_n,

Welcome to the community.

Can I ask have you been given communication for the second order that was made?

Let us know,

[shrikant_n]

Hi Kain,

I've received an order confirmation with an order reference number, and a "Your Virgin Media Order Documents" with a contract number -- for both orders, as separate emails.

And I've since then also received two separate emails about an engineer installation date, one for 13th January 2023 and one for 18th January 2023.

[Alex_RM · Accepted solution]

Thanks for getting back to us shrikant_n,

So I can take a closer look I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm