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I need to cancel my contract during the cooling off period

Due to ill health and having to have surgery soon I want to cancel my contract during the cooling off period. I thought this would be a simple process but it's anything but. I did the order online on on 24th October and I'm worried after 7th of November I'll be tied in even though it's not due to be installed until 21st.

The call centre is useless and seem to be obstructive in every way.

Can anyone please tell how me I can get this resolved quickly.

TIA

 

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Re: I need to cancel my contract during the cooling off period

First off your cooling off period doesn't start until the services are installed. So you can simply say "no thanks" on the day they come to install the services. 

Second, if you can't get through on the phone you can cancel by post. The address is in your contract. Send recorded delivery for proof of cancellation. 

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Re: I need to cancel my contract during the cooling off period

Thanks for the reply.

I've not had virgin media before and I was led to believe that they would lay the cable on one day, then they would install the services on another day.

Is this correct?

I don't want the cable installed so how do I stop this happening too?

TIA

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Re: I need to cancel my contract during the cooling off period


@Hourglass94 wrote:

Thanks for the reply.

I've not had virgin media before and I was led to believe that they would lay the cable on one day, then they would install the services on another day.

Is this correct?

I don't want the cable installed so how do I stop this happening too?

TIA


Yes that's correct. You either need to phone them then or send them a letter 

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Message 5 of 9
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Re: I need to cancel my contract during the cooling off period

Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone) follow options 1,1,4,4.

Calling at 08.00 midweek -- is the best time - although people are still reporting getting through fine at other times with no long waits. Took just 20’ for me one midweek afternoon recently.

Could also try the Pre-installation and delivery team on.. 0800 052 1734

You can also text them on 07533 051809 include account name/number and what the issue is – replies may take longer.

A VM person should pick this up here and respond, but it can take several days for them to get here.

Could also try the Pre-installation and delivery team on.. 0800 052 1734

--------------------
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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Message 6 of 9
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Re: I need to cancel my contract during the cooling off period

Thanks for the reply

Last Thursday (5th November) I sent the electronic version of the contract (the only one I had) with cancel written on it by special delivery to the address in Winchester, Hampshire and it was delivered and signed for on Friday morning 6th November.

I've not yet had any acknowledgement from Virgin Media either by E Mail or in the post as to what happens next but I'm not holding my breath.

I'm now concentrating on getting well.

Thanks to everyone for the advice.

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Re: I need to cancel my contract during the cooling off period

Things seem to be going from bad to worse.

Yesterday (13th November) I had a team from Virgin Media call to install the cable. When I told them the contract had been cancelled they went away with an apology for interrupting my day.

Today (14th November) I got a different team wanting to install the cable who were politely told the service had been cancelled.

Seems like even if you cancel your order they pay no attention and still want to do it any way.

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Re: I need to cancel my contract during the cooling off period

signed for and read and actioned are not the same.
With the limited staff its possible they have not even opened the letter yet

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: I need to cancel my contract during the cooling off period

I got a phone call at 10:30pm to confirm my installation.

This is getting beyond a joke.

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