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Cancellation for UNUSED router

riley2105
Joining in

I ordered a router to an old address thinking I could take it with me to my new house, but the new house didn't have a VM wall socket. I got a real agent on the phone after about 15 tries and he told me I needed to cancel the package and order a new one for my new address. However, the cancellations team have been useless so far. I can't answer the security questions about how much my last bill was because I haven't had a bill yet, I have had no luck trying to explain this to various chatbots and the Movers team on livechat (who I think are supposed to be real agents) have not responded to me at all. It shouldn't be this difficult to fix my mistake!

1 REPLY 1

Sabrina_B
Forum Team
Forum Team

Hi @riley2105.

Apologies you are having these issues, we would like to help you out. We would need to bring you in for a private message to discuss this and resolve. Please look out for the envelope on the top right of your web browser or if you are using a mobile device it will be located under your profile icon.

Thanks.

Sabrina