Cancelling Before Install

[QuestionMark19]

Signed up to Virgin on Sunday.

Go into work on Monday and get told my hours are cut.

Phone up Virgin on Monday night and get told my install has been cancelled.

Wake up Tuesday. Instead of a cancellation e-mail (which I was told would come through) I recieve my contract and install date. 

1. What should I do? - Will the cancellation e-mail take a few days to come through? 

2. Will I be charged cancellation fees? 

[Zak_M · Accepted solution]

Good morning @QuestionMark19. 

Welcome to the forums and thank you for taking the time to post. 

I am really sorry for the inconvenience that this has caused, you 14 day cooling off period doesn't start until you are installed & there for you wouldn't be charged to cancel.

Unfortunately we are not able to cancel contracts from here.  You would need to speak with the customer care team regarding this. 

Kind regards,

Zak_M