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Cooling off period

Hi, 

I've had a quick start pack delivered today but can not connect as its saying there is a loose connection flashing green light. 

I've phoned twice today and have been cut off twice after 50 minutes. 

The whole customer service is a mess so I am going to cancel within the 14 day cooling off period. 

How can I do this without phoning them please? 

 

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Re: Cooling off period


@MarkJHolland wrote:

Hi, 

I've had a quick start pack delivered today but can not connect as its saying there is a loose connection flashing green light. 

I've phoned twice today and have been cut off twice after 50 minutes. 

The whole customer service is a mess so I am going to cancel within the 14 day cooling off period. 

How can I do this without phoning them please? 

 


Did you phone the activation number?

0800 953 9500

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Re: Cooling off period

If you don't want to phone them you can cancel by writing them a letter and posting it recorded delivery. 

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Re: Cooling off period

Hi, 

Thank you for the reply. Wasn't aware I needed to as it doesn't say that anywhere. 

Is this what the green light is telling me? 

 

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Re: Cooling off period

Flashing green base light usually means it hasn't been activated yet. Keep trying the activation number or it might just happen at any time.

EDIT - newapollo has posted this too...

Speak to New accounts and Set Up for them to complete the setup and activation.

That would be options 1,1,1 and 4 if dialling 150 from a Virgin landline , or options 1,1,2 and 4 if dialling 0345 4541111 from any other phone


--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Cooling off period

Thanks for your help with this. 

I activated and waited but still the green light, I even got two text to say it was all good but nothing my end. 

Will try and call today, any time best to do that?

No joy today and I will cancel 

Thanks 

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Re: Cooling off period

self install is a gamble to some degree - VM know there has been an install there previously but cannot test the line is good until the new hub is fitted - damage can occur to cabling - people remove inner boxes and wires so its never 100% guaranteed to work

they will come out and sort things if you give them chance or you can obviously cancel and return the hub

staff will get to the thread - that can take a few days but they will book a tech to sort things when they get here

or as you say you can cancel but that can only be done on the phone or by letter

____________________

Tony
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Re: Cooling off period

08.00 is the "best" time to call. But I got through in 20 minutes on a Wednesday afternoon recently

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Cooling off period

Hi also there is a dedicated activation number 0800 9539500 have your account number area code and serial number of the device to hand. Regards Micky
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