Paying for phone that never arrived.

hoo_22

Opened a new @virginmedia mobile contract.
They failed to deliver the phone.

Between them & @YodelOnline it's lost.

Should've arrived 2 weeks ago. But still no phone and no progress.

Requested contract cancellation as per 30 day cool off period.

They now say customer has no right to cancel until they locate it!

That's not legally correct is it? Advice & qualified knowledge welcome.

Jon_01

I'd think they can put the cancellation on hold until they discover what's happened to the phone (it'll be an anti theft/fraud issue). Once they've sorted it out you'll be able to cancel. The cooling off period shouldn't be an issue in these cases.
They'll be something in their T&C's to cover them on this.

pmduk

Have you asked them to activate the SIM?

hoo_22

"Have you asked them to activate the SIM?"

No. I haven't.

pmduk

Then the account shouldn't have been activated and the problem is solely theirs. Call back or preferably use Social media. Insist on making a formal complaint and getting the complaint number