Cancelling Virgin....

neonraindrops85

I had Virgin installed this week and have now realised that I can't afford it.

So I'm planning on ringing them to cancel it all, so my questions are:

When is it the best time to call?

Has anyone had problems lately with them coming to collect the equipment? I have seen a topic on here with people waiting ages for a postal bag to send back the box, has anyone had someone to collect it?

Do they take the router and modem away as well? Also would they uninstall the cable that they put on the wall?

I paid £25 deposit, would I get that back?

custardy

you realise you are under contract?

neonraindrops85

custardy wrote: »

you realise you are under contract?

If I read right, there's a 28 day money back guarantee after the first day of it being installed....

I hope I'm not in contract.....

spike7451

They will want the cable tv box,modem & router back,well they're no use to you if you cancel as they are locked off the network (well for the Modem & TV box anyway) & no,they wont remove the cabling or wall mounted boxes.
If the equipment is'nt returned you may get billed up to £250 for it.You may get your deposit back but I doubt it.They have spent over £500 pounds installing your service (the average cost of an install) so the deposit may be non-refundable.


Spike (ex NTL/VM Service Engineer)

neonraindrops85

spike7451 wrote: »

They will want the cable tv box,modem & router back,well they're no use to you if you cancel as they are locked off the network (well for the Modem & TV box anyway) & no,they wont remove the cabling or wall mounted boxes.
If the equipment is'nt returned you may get billed up to £250 for it.You may get your deposit back but I doubt it.They have spent over £500 pounds installing your service (the average cost of an install) so the deposit may be non-refundable.


Spike (ex NTL/VM Service Engineer)

Will they come to collect it from me? I did read somewhere that they send some packaging.

Is it easy to remove the cabling?

spike7451

neonraindrops85 wrote: »

Will they come to collect it from me? I did read somewhere that they send some packaging.

Is it easy to remove the cabling?

They may send an outsourced agency to collect it or send you packaging.As for the removal of the cabling,that is also VM's property.If you remove it & it is'nt disconnected properly,it may cause problems on VM's network.If it's traced back to you as a cause,you may be billed for any repairs needed to the network.
I have seen this happen a couple of times.
Anyway,if you do remove it & then change your mind at a later date,they will send a one man crew out to install.If you remove the cable,the install will in all likelyhood be cancelled as a 2 man crew would be required.

neonraindrops85

spike7451 wrote: »

They may send an outsourced agency to collect it or send you packaging.As for the removal of the cabling,that is also VM's property.If you remove it & it is'nt disconnected properly,it may cause problems on VM's network.If it's traced back to you as a cause,you may be billed for any repairs needed to the network.
I have seen this happen a couple of times.

How long shall I wait for it to be disconnected? I don't really want the cabling to be left up on the skirting board....

spike7451

neonraindrops85 wrote: »

How long shall I wait for it to be disconnected? I don't really want the cabling to be left up on the skirting board....

It may not be,all the installs are done by contractors & doubtful they do a cab disconnect.
It's OK to remove cable on skirting boards ect as long as you dont remove the wall mounted boxes or external cabling.
If you see an VM engineer in the street,ask him for a'75ohm Terminator cap'


Unscrew the cable from the white box on the wall (Isolator) & fit the cap on the screw fitting,then remove the cable from the skirting.
However in the meantime,stick a lump of blutac over the end of the screw on connection on the wall box (Isolator)

Isolator looks something like in the pic below& may have one or two screw ports.
http://homepage.ntlworld.com/altisuk/fm/isolator.jpg

neonraindrops85

Thanks, I wasn't planning on taking the wall mounted box as it's been there since the last time I had it....

neonraindrops85

I just phoned Virgin to cancel my services and the deposit is refundable. They're also sending a technican to take the box & remove the cabling which is great news!

macman

spike7451 wrote: »

They will want the cable tv box,modem & router back,well they're no use to you if you cancel as they are locked off the network (well for the Modem & TV box anyway) & no,they wont remove the cabling or wall mounted boxes.
If the equipment is'nt returned you may get billed up to £250 for it.You may get your deposit back but I doubt it.They have spent over £500 pounds installing your service (the average cost of an install) so the deposit may be non-refundable.


Spike (ex NTL/VM Service Engineer)

Spike, if it costs them £500 per install, then why can they offer a 28 day cancellation period? Won't take a very high proportion of cancellations to put a big dent in their margins surely? That overhead is more than a year's average sub maybe?