Cancel within 14 days

[Thorny]

My daughter was completing on purchasing a house next week. Unfortunately the vendors have pulled the house off the market.  She had signed up for virgin broadband for the new property and it was due to be set up after she was supposed to have moved in.  Here's the problem after spending several hours on the phone and on line  chat last night no one at virgin can find her details on the system to cancel the contract under the 14 day cooling off period.  We have the virgin media summary sheets with all her details on. 

So the question is how do we cancel and what happens when an attempt to set up her account when the original vendors are still at the property. And to complicate matters the original vendors are also with virgin media.

[Akua_A]

Hi Thorny,

Welcome to our community forums and thank you for your first post. Sorry to hear your daughter is having this experience with her home purchase. We want to do our best to help from here to look into the account issue. We are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

[spell]

Just get your daughter to cancel the installation - the contract and fourteen days does not kick in until installation is completed and working

[Zach_R]

Hi @Thorny,

Thank you for getting back to us via private message. I'm glad that we were able to address and resolve your concerns.

Please do let us know if there's anything more that we can assist you with.

Thanks,