Cancel order in Progress

[garetht1985]

Hi,

Having a bit of bother and hoping for some help.

I accepted a contract renewal via e-mail on 18/10 order# CH2081378037

It hadn't gone through a week later, so I contacted support via Webchat, who couldn't see any such order and offered me a much higher price, which I declined. They claimed the order must have been an error as they couldn't match price, I took that at face value.

I then saw the option to renew via the My Virgin Media portal which was significantly more than the e-mail renewal, but still less than what was offered over chat. Cutting my losses, I accepted this on 28/10 - Order#XS1000171781

Today, I've received confirmation that the original order (8037) has been processed and applied. This is good news, but unexpected.

I therefore need to cancel order (1781) - but the agents over Webchat are unaware of it. I'm therefore worried that the newer order will be applied, thus costing me significantly more for a package I don't necessarily want.

Can anyone help me cancel the second order please? 

[Ashleigh_C · Accepted solution]

Hi there @garetht1985 

Thank you so much for your post and welcome to the community forums it's great to have you here. 

I am so sorry to hear that you have faced this issue with your service and thank you again for posting, I'd be happy to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.