Cancellation

[Jacobus1745]

Hello,

My contract is coming to an end, so I have sent a recorded delivery letter to the address on the website. 

Should you receive notification of the request as I've not heard anything back and nothing has changed on my account. I have the date of delivery and a signature, and have included all the required details. I would like to know the cancellation has been acknowledged before I cancel the direct debit.

Any help or advice would be appreciated.

[Ayisha_B]

Hi @Jacobus1745 👋

A warm welcome to our Community Forums and thanks for your post.

I'm going to pop you a PM 📩 so we can clear security before I can confirm account specifics with you. 

Hope to hear from you soon!

[Ayisha_B]

Hi @Jacobus1745 

Thanks for your time via DM. 

The disconnection has been booked.

We're sorry to see you go and wish you the best with your new provider.

Take care 😊
 

[Jacobus1745]

Hello @Ayish_B, thank you for confirming my cancellation. However, since I have made my last payment on the 19th of January, this should provide me with a service until the 19th February as stated in my closing bill. Can you tell me why my service is being disconnected on the 8th of February please ? 

[Ayisha_B · Accepted solution]

Hi @Jacobus1745 

We require 30 days notice so on receipt of your letter requesting a disconnection, this was booked in accordingly.

Once your services have been disconnected, our system will tot up any bills and credits that are left over, and give you a final bill. This is produced up to 30 days after your disconnection, which gives time for any changes you've made since your last bill to show on your account.

If it turns out you’ve got some credit on your account, we’ll pop that amount on a cheque and send it to you in the post.
I hope this clarifies things. 
 

[Alby41]

It seems to be going well for this customer ... but to make this absolutely clear to all here the time scale for departing and final cancellation is ..

1.Write a letter to VM informing them of the departure / cancellation ... send by registered / recorded delivery if required.

2.On receipt of this letter whenever is declared by VM ...does the 30 day notice start ... is that 30 working days Mon-Fri ...or 30 calendar days.. ?

3.Does VM contact the customer  by EM phone or text ?

4.Does VM stick regularly to the dates for final billing ..

[Reece_MH]

Hi Alby41 👋

Let's clear some things up to make the process more clear. The disconnection is booked on the day that we receive and process the letter request, for example, if you send the letter on the 1st January, and we only receive this on the 5th January, then the disconnection would be booked from the 5th January for 30 days.

About your question regarding how the 30-day period works, this is 30 calendar days, rather than "working" days. If sending a cancellation request via post, we respond via post confirming that the disconnection has been processed.

Final bills are completed automated and are generated within 14 days of a disconnection. 

Cheers,

[Sivangi]

Hi,

I'm moving my house and want to cancel the broadband connection.

[Kain_W]

Hi Sivangi,

Thanks for your post and welcome back to the community.

Sorry to hear that you're looking to leave, can we just confirm are you currently in a contract term?

If so is the house you are moving to not serviceable?

Let us know,

[TT000]

I have the same problem, i cancelled giving 30 days notice. But they are still trying to bill me.