Cooling Off Period Issue

[alexjt]

Hi, first post. I know there's probably a few posts on this subject but one that are specifically what I need.

I signed up with VM Broadband on the 7th Sept, but due to some recent building and electrical work my house is wired up one way, long story short I need to go with someone on another network. 

I'm still within my cooling off period and as the contract states, all payments should be refunded, but they've done the old 30 day thing which pushes me out of the cooling off period and means I have to pay a certain amount.

My issue is that my virgin media isn't connected, I'm not using any of the services, I haven't had an engineer out or anything. Every time I try to go through this on chat they try to "pass me onto the team" and it puts me back into 60+ minute queue. 

What's the point of having the cooling off period? I literally have no broadband and I'm being asked to pay for using something I don't have

Any help appreciated

[goslow · Accepted solution]

This gets mentioned quite regularly on here. Your 14 day cooling off period does not start until your service is activated because you cannot evaluate a service if you cannot use it. Are you waiting for a VM tech visit?

You do not need to give 30 days notice to cancel in a cooling off period. 

Refer to section M in the T&Cs

https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_Phone_from_4_February_20...

You may get some help from the VM forum team on here when they reply, usually within a few days, or they may pass you back to the phones again.

[Zach_R]

Hi @alexjt,

Thank you for your post and welcome to our community forums. We're here to help.

I'm sorry to hear that there's been some complications regarding the services and that you've now needed to cancel. As @goslow has mentioned, if you're within the cooling off period then the 30 day cancellation period wouldn't apply as it normally would. Whether or not that would be applied as normal would depend on when the services was installed, or if you've opted for a quickstart self-install then you may have an activation date.

We're admittedly limited in what we can do here when it comes to cancellation requests, but we can certainly take a look over things and advise from there. Please respond to the private message that I'll be sending your way shortly and we'll go from there with this.

Thanks,