Mid sold business Broadband

[Samjw]

A seller came to my property to see if we wanted virgin BB. I was having issues with my sky so I agreed. He told me that as I worked from home (for local government not my own business) that business BB would be better as it’s faster and cheaper and would suit my needs. Based on his advice I agreed. He told me he would knock £5 off monthly, which he did, but when my bill came I got charged VAT which he never mentioned so my bill was more expensive than before with the charge. 
I also called Virgin a number of times before installing to request a booster to use for my work system to be told I needed to order on day of installation. When I called on instal day they said they don’t provide them so I needed to source one and they would credit up to £50. I had to loose 2 days off work awaiting a booster which if I had been told in the first place I would have ordered ready for instalment. 
The bigger isssue I have now though is that business BB is not suitable for home use. 
We are having to share the wifi between us and had to turn off my door bell, turn off Alexas, etc. I rang Virgin to cancel 13 days within the 14 days cooling off period for the person I spoke to who was about to cancel, her system crashed so she transferred me to another agent who told me there is no cooling off period.                                I asked for my call to be listened to with the previous caller and they said that they agree she said that I’m in my cooling off period and can cancel but they state as there is no cooling off period it’s basically tough.
I was mid sold Business BB to start with and now stuck with something I can’t use correctly. I’m so frustrated and just can’t seem to get anywhere. 

[goslow · Accepted solution]

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@Samjw wrote:

A seller came to my property to see if we wanted virgin BB. I was having issues with my sky so I agreed. He told me that as I worked from home (for local government not my own business) that business BB would be better as it’s faster and cheaper and would suit my needs. Based on his advice I agreed. <snip>

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The selling antics of VM field sales rep's are well documented on here. Presumably you were buying in a personal/domestic capacity rather than as a business (not covered by consumer protection). The VM excuse that 'the system has crashed' so you can't cancel is repeated on here so often that the truthfulness of that statement is in serious doubt.

This forum is for residential services so you are unlikely to get help via the forum staff on here. You would need to go via Virgin Media Business

https://www.virginmediabusiness.co.uk/legal/code-of-practice/

Seek advice from Citizens Advice on the matter of door-to-door sales in your home and how they apply to your situation

https://www.citizensadvice.org.uk/consumer/changed-your-mind/cancelling-a-service-youve-arranged/

and also doorstep selling regulations may apply where there is a long list of info to be provided (in a form you can keep for future reference)

https://www.gov.uk/doorstep-selling-regulations

note the section on cancellation and the mention of an unlimited fine and/or prison and the extension of cancellation rights to 12 months if you were not advised of your right to cancel. Also have a look at

https://researchbriefings.files.parliament.uk/documents/SN05632/SN05632.pdf

[Samjw]

Thank you so much for your advice. I will try these options. Thanks again