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Cancellation within 14 days

Joining in

I’ve been trying to cancel my package within the 14 days of ordering cooling off period and finding it impossible.

I spoke to someone on online chat and they told me my order hadn’t actually gone through so there was nothing to cancel. Then I started receiving emails about my payments, billing, installation date - so it’s obviously all still going through! I tried to call Virgin on their phone line and after 30 minutes was hung up on without a call back.


I just want to cancel before my 14 days expires and worried about being drawn into to contract because no one will let me cancel. Terrible customer service! 


Knows their stuff

Helen please let Ofcom know all about your cancellation experience with VM 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Forum Team
Forum Team

Hi HelenC36 👋

Thanks for posting, and a warm welcome to our Community Forums.

I'm sorry to hear you're experiencing trouble when contacting us regarding your account. I'm going to send you a private message, so I can assist in locating this for you.

Please look out for my message in the top-right, white envelope or by tapping your profile picture and selecting "Messages".


Reece - Forum Team

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