on 09-07-2024 12:16
I had a conversation with Virgin Media customer services about downgrading my broadband services. Customer services informed me that:
My question is: if Virgin Media decides to cancel my old contract and give me a new contract, is it my right to use the cooling-off period or not? It should be my choice, and they cannot enforce that I am not eligible for it.
Could you advise me on what my rights are?
on 09-07-2024 14:44
Hi mark1411,
Thank you for your post and welcome to the community.
To confirm, if a contract is cancelled then you would need to wait 90 days to take out a brand new contract.
Is that what the agent confirmed they would do?
^Martin
on 09-07-2024 16:28
Thank you for your reply. I want to downgrade from M500 Fibre to 125 Fibre broadband. For that, they would cancel my old contract and start a new one.
on 10-07-2024 08:14
You can downgrade anytime in the contact if you wish so.
However if you wanted to leave us and then re-join it would be the 90 days'
Matt - Forum Team
New around here?
on 11-07-2024 21:22
Thank you for your response. However, I was initially informed differently. I was told that first, the current contract would be cancelled, and then I would start a new contract. This new contract would come with a 14-day cooling-off period, but he mentioned that I could not use this 14-day period to cancel the contract.
I requested verification with a manager or supervisor, and he checked with the manager and confirmed that he was correct.
My questions are:
on 12-07-2024 08:21
Thank you for clarifying @mark1411. In response to your questions, the old contract would need to be cancelled as a new one would be in place. We would be providing a service, for example, of 125mbps Broadband so a contract that stated 500mspd Broadband could not simultaneously be in place.
Your 14 day cooling off period would allow you to revert to your old contract if you wanted to, but you would not be able to fully cancel all services with us without an early termination fee.
on 12-07-2024 08:58