Cannot cancel broadband

[Cameronmoyce]

I was told by a sales agent my building was wired for Virgin Media and that other tenants in the building were using it. 

Received the kit yesterday and the engineer came to install today. Lo and behold there is no Virgin Media line. And now they won’t allow me to cancel the account. 
Please can someone help to cancel the account! 

Next port of call is the telecommunications ombudsman. 

[Cardiffman282 · Accepted solution]

Do please let Ofcom know all about your cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult... 

[Client62]

This suggests VM are not cancelling because they can arrange for a cable connection into your apartment,
this may involve a face plate change on the wall,  but once that is done a Hub can be connected.

[Robert_P]

Hello Cameronmoyce

Sorry to hear of the connection and set up issues experienced, we understand the frustration and appreciate you taking the time to raise this via the forums. Welcome to the community.

What did the engineer advise during the visit? Did they outline any next steps or have you been able to speak to the team on 0800 052 1734 for an update or to cancel?

[Cameronmoyce]

I phoned them and the retentions team said they would cancel and cancel the first debit order.  I’ve received no communication about the cancellation nor is it showing as cancelled on my account. 

[Robert_P]

When did you speak to the team to arrange the cancellation? We don't send confirmation that a cancellation is in place, there would just be a final bill sent showing a zero balance.