Query on renewal and cancelling

[faizan]

Hello,

My 18 month minimum term ends on the 3rd of March, so I've been looking at my options. A renewal option on the myvm site had a renewal offer for a higher speed which I signed up for yesterday. This hasn't reflected yet when i look at my current package on the site/app nor has my speed changed, but as I understand this can take up to 15 days to change me over (wont need new equipment)

My main query though is, the renewal will have a 14 day cooling period where i can cancel without fees from when it activates (as says in contract). If I do cancel within that period, will virgin media revert me back to my old contract with the same term left, or will I fully lose the service? Thanks

[unisoft]

Reverts back to the package before if it still exists. If it doesn't, they will discuss similar package and pricing. For example, a package might not have a specific TV channel as now a standalone premium channel and not included in a bundle.

A VM staff member is best to confirm though on this specific scenario, but generally the package before with original term left before out of minimum term pricing applies if you then do nothing..

[Kath_P]

Hi faizan, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

It's great to hear you've decided to renew your package with us. As mentioned by unisoft, if you exercise your 14 day cooling off period then you will revert back to what you had before changes were made on the account.

Let us know if you have any further queries or questions. 

Thanks, 

[domenic85martha]

Hello,

Once the new contract starts, the old one is effectively gone, and canceling would usually mean losing the service entirely unless you negotiate something with them.

To be sure, I’d recommend contacting Virgin Media and asking if they can reinstate your old contract if you cancel the new one. It’s not their usual policy, but they might be flexible.

[faizan]

Thanks for the reply , 

I believe my package renewal has been processed as I can see my hub is now giving out the new speeds. 

Could you help me cancel the renewal and revert back to my original contract now please? Thanks

[Kath_P]

Hi faizan, 

This isn't something we can do for you via the Community. You'll need to speak to the team on 150 / 0345 454 1111. 

Many thanks, 

[faizan]

Thanks for the reply,

I did call up and I was told my new package isn’t active yet on the system (although I see my hub has the new speeds). When will I know that the new package is updated? As it was just a speed upgrade. Will I get an email? 

On the phone they told me they could revert me back to the previous package during this cooling off period but it would then start a new 18 month contract, instead of reverting back to my previous term which was due to end in March and then on a rolling off period. Of course I didn’t go along with that as I’ve been told if I cancel this renewal I will go back to my original contract and term left.

So do I have to wait for an email that the new package is active/for the app to update before calling in again? 

[Cardiffman282]

What you were told is the usual nonsense we have come to expect from (presumably offshore) customer services. You should in fact just be restored to your original position. 

[Kath_P]

Hi faizan, 

It can sometimes take a day or two for the work order to complete and for the system to update and reflect the new package. 

When reverting back to your original services, this would not put you into a new contract unless you accept a different offer/discount. As mentioned in my previous post, if you exercise your 14 day cooling off period then you will revert back to what you had before changes were made on the account. This includes services received, the monthly service price and contract term. 

Many thanks,