New Virgin Customer - wish to cancel - impossible to do on the phone!

PenguinForever

Hello, we have had Virgin TV and broadband installed in the last few days. For many reasons, we have come to the conclusion that it’s not for us and we want to cancel as soon as possible! I am in my 14 day cooling off period (day 2 actually!). However, after speaking to them on the phone for nearly an hour - they simply will not listen to me! 

I’m wondering what are my options? I couldn’t have been any clearer. Can I cancel in writing? If so, how do I go about this and how can I be sure it’s been received and I won’t be charged? 

Thanks so much for any replies!

400ixl

When did you sign up to Virgin? I assume this was more than 2 days ago?

PenguinForever

Yes. It was. If I remember correctly, it was 1st April. However, it was only installed yesterday. So as far as I believe, the cooling off period starts from the day it was installed? (I’m hoping I am right!)

PenguinForever

I read this on the virgin media forum from a representative of virgin (not my post!)

Hi seaston0801, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been some confusion caused. Depending on how you are being installed, will depend on when your 14 days cooling off period will start from. 

• If you're having a Quickstart install, when the equipment is sent to you to be set up then the 14 days will start from the day after the services have been activated. 
• If you're due to have an engineer visit then the 14 days will start from the day they are installed. 

I hope that clears up any confusion however if you have any further questions, pop back and let us know 😊

Many thanks, 

oldernonethewiser

PenguinForever said:

Hello, we have had Virgin TV and broadband installed in the last few days. For many reasons, we have come to the conclusion that it’s not for us and we want to cancel as soon as possible! I am in my 14 day cooling off period (day 2 actually!). However, after speaking to them on the phone for nearly an hour - they simply will not listen to me! 

I’m wondering what are my options? I couldn’t have been any clearer. Can I cancel in writing? If so, how do I go about this and how can I be sure it’s been received and I won’t be charged? 

Thanks so much for any replies!

What do you mean by this?  Some discussion must have been happening if you were talking to them.  What is their response?

PenguinForever

I kept saying I would like to cancel. They kept saying they want to look into the problems I am having. I refused, saying I have my mind up but they kept putting me on hold ‘looking into things’ and then transferred me to a different person. After 50 minutes and being out on hold again, I gave up! I couldn’t have made it any clearer!

oldernonethewiser

They do have an address

Virgin Media, Sunderland, SR43 4AA

HampshireH

They also use WhatsApp and the contact us form on your online account

Their customer services is atrocious.  I would try all methods

JSmithy45AD

PenguinForever said:

I kept saying I would like to cancel. They kept saying they want to look into the problems I am having. I refused, saying I have my mind up but they kept putting me on hold ‘looking into things’ and then transferred me to a different person. After 50 minutes and being out on hold again, I gave up! I couldn’t have made it any clearer!

So you hung up on them? That's a whoops moment I'm afraid.

Detail_Merchant

This document https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_Phone_from_4_February_2024_35cc93ecec.pdf has a section (M) called "Cooling off rights" on page 9 which says in paragraph 3:

3. You can cancel your order by making any clear statement to us regarding that cancellation by:
  1. dialling 0345 454 1111 from any phone (for information on how much this call will cost from a Virgin Media home phone visit virginmedia. com/callcosts.Call costs from other networks and mobiles may vary);
  2. writing to Virgin Media, Sunderland, SR43 4AA, or
  3. completing the cancellation form you have been given as part of your welcome pack and returning this to us at the address specified on the form.

Maybe you can find the cancellation form in your welcome pack?

iniltous

Although it seems you are quite within your rights to cancel after the service has been installed, what has happened that has made you decide that it’s not the service for you , if you were pressured into taking the  service and regretted signing up immediately , presumably you would have cancelled before the installation date , so why cancel after such a short time ? , if it were a poor quality installation ( for example ) and the cancellation is accepted within the cooling off period, they won’t come along and remove anything , if it’s not working properly, it’s possibly a little premature to throw the baby out with the bath water , if a better offer came from an alternative supplier, I always think why did they keep looking after signing up , personally I would only sign up after picking a supplier and rejecting the others , not while still unconvinced, I  wouldn’t continue to look , once committed, to keep looking risks  being  disappointed with your choice .

I’m not a VM fan BTW , had them in the past , I doubt I would use them again , but I’m just curious what constitutes ‘ For many reasons, we have come to the conclusion that it’s not for us’