Cancelled my installation but apparently not

[Lok1995]

Hi.

Recently (about 3 weeks ago) I have cancelled my installation of virgin media broadband, as the landlord did not gave me the permission to do so. Anyway, I was told and I had called their installation team (it was pain in the ... To get to them) and after 15 minutes of arguing with them that I want to cancel the installation, I have managed to do so. Or that's what I thought. 

I have received the confirmation of cancellation email from them, all seemed to be good only to find out 3 weeks later that My account is still active and they still want to install the broadband in my place. I even received a call that my installation had been rescheduled (funny, isn't it?). After telling that person that I have cancelled the installation few weeks ago, she did not seem to understand what I am saying. She said that I need to call their installation team if I want to cancel it ( so back to the begging ). I have tried to call them but the waiting times exceeded 30 minutes and I gave up. I have tried help chat too, but they also saying I need to call the installation team, which I did 3 weeks ago and I got the cancellation email from them. 

Seriously I dont know how to cancel this installation anymore. I received that email from them 'sorry you leaving us' but it seems not to change anything in their system. LoL I have problem with this company even before they start to supply their services to me 😕 

[Nathan_B]

Hi there @Lok1995 👋 Welcome to the forum and thanks for your post 😊

I'm sorry to see that you have been having issues with having your installation cancelled 😔 We would certainly be sad to lose you however, I can certainly understand your reasons for not being able to continue.

I'm not sure why the team have been unable to help you with this 🤔 It certainly isn't the level of service we'd expect you to have. I will be happy to help with getting this cancelled. I'll send you a PM to confirm your details so this can be done.

Regards

Nathan

[Nathan_B]

Thanks for chatting with me via PM @Lok1995 😊 I'm glad I was able to help resolve this for you.

You are very welcome, I'm happy that this has finally been sorted for you.

If you ever need anything further, please let us know. We will certainly be happy to help 😊 Hope you have a lovely Easter weekend 🥚

Regards

Nathan

[Womble50]

Good Afternoon Nathan, 

Sorry to bother you and piggy back off this other customers post but I am having a similar issue and need to cancel with you as can no longer go ahead. 

Installation for me has been put back several times now and been 4 visits, thing is they keep encountering issues and the solution they have, my Landlady won't allow for as requires digging up the shared access and gardens outside to lay the cable.

I have tried calling multiple times and asked for cancellation but been refused as I don't think anyone can understand me and the issue. It's just going around in circles so googled the issue and found this post. 

Happy for a DM and can provide more information or even a call when needed. 

Best Wishes

Connor W

[Sabrina_B]

Hi @Womble50 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with a recent installation. We would normally advise to reach out to the Pre-Installations team. Given the circumstances it would be advisable to bring you into a private message so that we can look into this for you. 

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
 

[Womble50]

Done Sabrina and thank you for responding so quickly. 

Best Wishes

Connor W 

[Vinegar]

Conner, personally I’d cover yourself. Write a letter to VM’s Sunderland office (address on the website) and make it clear you wish to cancel any installation (give the address), and critically, make it clear thank you DO NOT have legal authority to allow VM to do any work on the property, apologise for the inconvenience etc.

Keep a copy of this letter and send it by proof of delivery (signed for). After which do nothing.

If, unlikely but you never know, VM’s contractors turn up and start digging up your landlady’s garden, you are covered! You have explicitly told them that they do not have authority to do so, and any actions are between your landlady and them.

Of course your landlady still might want to take it out on you, but legally you are fireproof.

[Sabrina_B]

Morning Connor.

It is not the most ideal situation, we were under the assumption that the information provided it would be a simple get you connected, but once assessments were done we found this was not to be the case, apologies for this. We can look into a cancellation if you wish, that is something I can do here. 

Please let me know if you wish for me to proceed with immediate cancellation. 

Sabrina