Can I cancel my virgin media Phone+broadband contract?

steptome

I am new to VM, I had my phone+broadband activated on 26th of September, but I am having internet problems since the estimate activation day, and it is still not solved, I have constantly making phone calls to the customer service, but they are not helpful at all, thus I am thinking of leaving VM. However, I am not sure if VM has a Cooling off period or Guarantee Period for national broadband services that would ensure me walk away without being charged? If so, what is this period start from? Is it from the date I placed the order, or from the activation date?

Beside, I would also like to ask if there is a postal address that I can make the cancellation in writing rather than calling them?

Thanks !

macman

You cannot cancel once the service has been activated/installed, the cooling off period has already expired. You have to give VM the opportunity to rectify the problem.
Since you are on cable, if you want any broadband/phone service you are now effectively locked into VM, as any alternative will require the installation of a new BT-based line in order to get any ADSL-based service.
State the actual problem and someone may be able to advise.

kwikbreaks

"Cooling off period" is a term used in consumer legislation and as macman said it will have now expired however VM offer a 28 day money back guarantee....

http://shop.virginmedia.com/money-back-guarantee.html

I'd suggest you call 150 and take the "thinking of leaving" option and explain calmly what issues you have been having and why you are dissatisfied. If they don't offer to get it fixed PDQ I'll be surprised. Either way if you are still dissatisfied 20 days in call again and cancel.

jb66

The op says national broadband not cable

kwikbreaks

Yes I was told over on cable forum that that page relates to cable only and there is no guarantee at all for the ADSL service.

As Virgin National already has a poor reputation for performance I guess this is a nail in the coffin for any reason whatsoever to choose them over any provider that offers a monthly contract.