Nobody can find my details

[Ditzel]

Hi,

I'm not able to proceed with my cancellation because when I ring 08000521734 to cancel, they say that can't find my information on their system. With the first person that pick the call, they can confirm my security word, but when I get transferred to the pre installation team, nobody can find my details. The last one, told me that would check with her supervisor and would call me back, but no answer. 

Can someone here help me please?

Thanks,

Ditzel 

[jpeg1]

If you are in the 14 days cancellation period they should have included a cancellation form with your equipment. 

Otherwise the best way is to send a recorded delivery letter, with full details of your contract. 

Virgin Media,
Sunderland,
SR43 4AA

[Ditzel]

They did not install the broadband yet. It's supposed to be installed on 29th of December. First date was 3rd of December, but after I read a lot of complaints about installs and people waiting more than 2 months, now I want to cancel mine.

Thanks,

Ditzel 

[jpeg1]

• Ah, that's different. If they can't respond to your request you are not obliged to do anything more. You can just tell them to go away when they come to install. You are not liable to pay anything until after it has been working for 14 days. 

But you may find that forum staff pick this up and offer to cancel it for you. 

[Jonny-M]

Your other option is to wait until it's installed and then cancel within 14 days so you can get a quick start package if you ever want to go back to Virgin Media. If the installation is delayed beyond the 29th then you start racking up compensation and still won't have paid anything towards it. It's up to you really.

[Kath_F]

Hi Ditzel, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community although I am sorry to hear you're wanting to cancel your services with us. 

We're unable to cancel accounts in a pre-install status via the Community - it has to go through Pre-Installations I'm afraid. 

I've been able to locate you using the email address so if the teams can't find you using your address then give them the email you signed up with and this will bring you up. 

Please call the team back on 150 / 0345 454 1111 and let us know how you get on. 

Thanks, 

[Ditzel]

Hi,

Thanks for the information. I'll give a try tomorrow.

Thanks,

Ditzel 

[Kath_F]

Hi Ditzel, 

Thanks for coming back to us. 

Did you manage to get through to the team to get things cancelled or are you still having an issue? 

Please pop back and let us know so we can help further. 

Thanks,