Showing results for 
Search instead for 
Did you mean: 

Cooling off period - new contract?!?

Tuning in


I looked to upgrade a service, VM did do it so I used the 14-day cooling off period to cancel it.  

VM told me the 'Cooling-off Period' was something they didnt know about and locked me into a new 24-months contract to not change my package...... I have challenged them but they have basically told me 'that is just the way it is'.

Anyone had this?


I hear you. I’ve emailed the ombudsman.  I had some phone me up and tell me I couldn’t speak to anyone higher than him and what had happened had happen.  

Hi MattL3, 

Thanks for coming back to us in the Community. 

I can see you've already sent a private message to my colleague who was originally helping you to resolve this. 

We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when back on shift.


Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

I was offered an upgrade, accepted, you did not upgrade me. I invoked my 14 day cooling off period.  VM told me they had never heard of this and they didn’t honour that.

Hi @MattL3 👋.

Thanks for reaching out to us, apologies for the issues that you are having with a package upgrade, so that we can look into this further we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.




it is not an issue with the upgrade, it is an issue with VM complying with legislation. Namely failing to abide by the cooling off period as set out in law…

Was this the really rude and aggressive person I spoke to on the phone who said, ´it is what it is?’

when I asked to speak to their manager they said no. 

Hey MattL3, thank you for reaching out and I am so sorry to hear this.

I can see you are currently in PM with my colleague, please do feel free to message them back so they can look into this for you. 

Matt - Forum Team

New around here?

On our wavelength

I am in a very similar position to you. I upgraded to gig 1 and then attempted to use the cooling off policy to go back to my original contract however like you this never happened as I used the online chat to discuss my options as my contract was due to expire on 30th April 2024.

I was told there would be an early disconnection fee as I still had five months left on my contract now!

It was confirmed that if you upgrade then use the cooling off policy then you will sadly have started a brand new contract for 18/24 months and not go back to your original contract date.

I was also told I could leave at any time by the executive team but of course that can't be found in their file notes.

So basically if you upgrade you'll be starting a new contract even if you downgrade back using the cooling off policy. Bit unfair really


Hi @Blakey47 thanks for posting and welcome back to our community.

If you've been advised that a new 18 month contract stays in place regardless of whether you revert to your original package within your cooling off period then I'm really sorry.  If we no longer have the option to return you to the original package, then we should be getting you on the updated equivalent and taking you back to the original remaining time on your contract.  I am going to send you a private message, so that I can take some details and have a look on your behalf. Please keep an eye on your inbox in the top right of your screen.