Can anyone help I feel I feel the treatment I am receiving from Virgin is immoral , illegal and breaching all customer rights.
I signed up recently and was told I had a 14 day cool off period. From the day of installation we were unhappy and 2 days after installation our service totally failed. After being fobbed off with lies and excuses I decided enough was enough and requested cancellation under the the 14 day cool off period. I was told my contract was cancelled. I rang the following day to double check as i had recieved no cancellation notice. I was informed they had no note of cancellation but would definitely cancel. Again I recieved no notification so I sent recorded delivery the paper cancellation form, and checked again a few days later. Again they informed me there was no note of request to cancel. Fortunately I was still within the 14 days and again requested cancellation. I received confirmation of cancellation and was told this would happen in 30 days or at the point I switched back to my old provider. This is not what I would expect to happen following cancellation in a cool off period. I queried this and was informed there would be no early disconnection charge. Today I placed an order for a new service with an alternative provider and have recieved an email saying Virgin will charge me £278 early disconnection charge. I was left without any service for a week, I had an engineer booked and waited in all morning then they failed to show, I have been charged almost £40 by virgins partner company O2 in calls to virgin media to resolve the problem, I have raised a complaint and been ignored by virgin. There is simply no way to speak to anyone who seems to action things appropriately. A 14 day cool off period is what is advertised and surely they are legally obliged provide this and not threaten customers with such charges when in my case they have justified reason to be unhappy with the service but in many other cases may have just simply changed their mind.
Any advice please help...
