I called to cancel my broadband/landline last week, and got confirmation by email. But after someone called to try to tempt me back, and I declined, they've unilaterally signed me up for another 18 months and downgraded my speed from 200M to 100M. I have some issues that make it very stressful for me to communicate on the phone, so I hope someone can resolve this for me here. I've already used the online complaint form, but I don't hold out much hope for that. This is what I posted:
I cancelled my broadband and home phone service last week, and received confirmation by email on 6 May. The following evening I received a call from a Virgin salesman who tried to get me to renew my contract at a reduced price. I told him repeatedly that I had already ordered an alternative service from Zen and I wanted to go ahead with the cancellation. I admitted that his offer of an upgrade to the latest router and 200M Oomph for £37.00 a month was tempting, but at no point did I agree to it. He told me that I didn't have to worry about cancelling my Zen order, because they would have to contact VM to transfer my number and VM would cancel the migration. I am not transferring my landline number, and had just told the salesman that, so I did not believe there would be any contact between Zen and VM. Therefore I told him I didn't trust him and hung up.
Today I have received an email saying I have a new 18 month contract for 100M Oomph, and there is no mention of a replacement router. My service has already been downgraded to 100M.
Please cancel my service altogether, as originally agreed. As my service has already been downgraded without my consent, and as a goodwill gesture for causing me stress, please also cancel my final payment. I certainly shouldn't have to pay the full amount, due to the downgrade.
