Virgin media cancellation impossible

Hauntedhouse

I was with virgin media for 10 years. Around may 2021 my contract finished and they don’t offer any good deal. I looked at it and I am paying same amount for their faster deal so I upgraded. After few days of contemplating I changed my mind because their customer service is not good. I tried cancelling before the new router arrived but they can’t cancel it. I tried few more times contacting them and using chat service as well until I got fed up of it I changed provider. I told them I tried cancelling before 14 days of the upgrade so I won’t get charged and I am changing provider. After a couple of months they sent me a bill for cancelling and other services. I contacted them again and explained what I tried to do but they can’t comply. I didn’t pay the charges because they are at fault. They are charging me about £125. Now they are using debt collector for it. What shall I do?

TadleyBaggie

There isn't usually a cooling off period with upgrade, just new contracts. You might have to suck this one up.

visidigi

Hauntedhouse said:

I was with virgin media for 10 years. Around may 2021 my contract finished and they don’t offer any good deal. I looked at it and I am paying same amount for their faster deal so I upgraded. After few days of contemplating I changed my mind because their customer service is not good. I tried cancelling before the new router arrived but they can’t cancel it. I tried few more times contacting them and using chat service as well until I got fed up of it I changed provider. I told them I tried cancelling before 14 days of the upgrade so I won’t get charged and I am changing provider. After a couple of months they sent me a bill for cancelling and other services. I contacted them again and explained what I tried to do but they can’t comply. I didn’t pay the charges because they are at fault. They are charging me about £125. Now they are using debt collector for it. What shall I do?

You upgraded, no 14 day. You owe them

QuestyC3

I'm sorry though, Virgin Media Customer Service is an absolute nightmare

Hauntedhouse

Yes there is 14 day period where you can cancel. I read the small print saying that I can cancel the upgrade within 14 days.

Hauntedhouse

It is a new contract because my last contract finished.

TadleyBaggie

These types of contracts typically do not finish, they just pass their minimum term. If the contract had truly finished, then VM would cease the service.

Hauntedhouse

visidigi said:

Hauntedhouse said:

I was with virgin media for 10 years. Around may 2021 my contract finished and they don’t offer any good deal. I looked at it and I am paying same amount for their faster deal so I upgraded. After few days of contemplating I changed my mind because their customer service is not good. I tried cancelling before the new router arrived but they can’t cancel it. I tried few more times contacting them and using chat service as well until I got fed up of it I changed provider. I told them I tried cancelling before 14 days of the upgrade so I won’t get charged and I am changing provider. After a couple of months they sent me a bill for cancelling and other services. I contacted them again and explained what I tried to do but they can’t comply. I didn’t pay the charges because they are at fault. They are charging me about £125. Now they are using debt collector for it. What shall I do?

You upgraded, no 14 day. You owe them

It was an a new contract as my previous contract finished. They sent me anew contract, I’m sure I looked at it on my virgin media account when I was trying to cancel it. They are making it hard to cancel it and then you will be charged. That’s why. 

Diamandis

You would need to show us where it says you can cancel, even if your old contract ended, it just rolls over and you upgraded it. Unless there was a break in service or you have something otherwise that says you can cancel even through you were an existing customer. 

longjohnjohnson

Hauntedhouse said:

visidigi said:

Hauntedhouse said:

I was with virgin media for 10 years. Around may 2021 my contract finished and they don’t offer any good deal. I looked at it and I am paying same amount for their faster deal so I upgraded. After few days of contemplating I changed my mind because their customer service is not good. I tried cancelling before the new router arrived but they can’t cancel it. I tried few more times contacting them and using chat service as well until I got fed up of it I changed provider. I told them I tried cancelling before 14 days of the upgrade so I won’t get charged and I am changing provider. After a couple of months they sent me a bill for cancelling and other services. I contacted them again and explained what I tried to do but they can’t comply. I didn’t pay the charges because they are at fault. They are charging me about £125. Now they are using debt collector for it. What shall I do?

You upgraded, no 14 day. You owe them

It was an a new contract as my previous contract finished. They sent me anew contract, I’m sure I looked at it on my virgin media account when I was trying to cancel it. They are making it hard to cancel it and then you will be charged. That’s why. 

Your old contract didn't finish, the minimum contract period finished.

Your "new contract" is just a contract variation and the CCRs don't apply.

prowla

The upgrade (presumably with a new minimum period) is a new contract.

When I last went through the nightmare of Virgin CS, I gave them notice and they offered me a deal and stressed that it had a 14-day cooling-off period.