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Cancelled Broadband within Cooling off Period, still trying to charge!

23ammo
Tuning in

Hi all!

I had fibre broadband installed on 6/3/24.

I called customer services to cancel the service on 19/3/24, which was within the cooling off period (just!).

I had several complaints regarding the service I received within that period!

• Being lied to by 3 different agents re: hardware order - was never ordered nor expedited as a priority order as promised.

• agent providing wrong information that a cancellation charge for the 24mth contract would apply, eventually she hung up on me!

• it took 6hrs and 7 different agents to actually get the contract cancelled 🤯

Now telling me I have a ‘discounted’ final bill…My understanding is that the cancellation should have been immediate and there would be no charges applicable; the cancelling agent confirmed everything was zeroed.

However, the email confirmation I have received states that the cancellation will be completed today 26/03/24, which it was.

I am not sure why there was an 7day period before disconnection? Is it so Virgin can charge me when I've cancelled the service!

Has this cancellation been processed correctly by Virgin Media?

My app shows a bill for £93.99, I was told today I owe £43.43…why am I to pay this?

12 REPLIES 12

Hi @23ammo 

Thanks for coming back to us.

I'll send you a PM now to assist further.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Cardiffman282
Super solver

Thinking about it you were told charges would be zeroed in which case hold VM to this by demanding the call recording via https://www.virginmedia.com/help/dsar-faq

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).

Thanks...I did the DSAR request last night after reading a few more posts 👍🏼

Think its sorted now. I did do the Ofcom form today too.