Can I cancel my virgin media 18 months Phone+broadband contract?
 

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 !

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

Keep redialing them until you speak to an operator in the UK. Whenever I have spoken to them about a problem they seem more than willing to send an engineer out. It's the overseas call centres who follow scripts, and don't appear to have any authority.

I know it can be very frustrating when it doesn't work, but I have found through experience that VM have the most reliable service. It's just that on the rare occasions when things go wrong, it's their customer service that lets them down.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

If you call cancelations and "Tell " them that they are not providing the service you have signed for they should cancel if they refuse or say they will bill you for the remaining Part of the contract contact "OFCOM"

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

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

Try to get it fixed through retentions - dial 150 and take "thinking of leaving". Explain calmly and clearly what the problem is and what you expect to be done to keep your business. If it doesn't happen call again nearer the end of your 28 days and cancel.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

The 28 days is for Cable services, not National

This is the section which applies for National (section J)http://www.virgin.net/terms/national_bb_terms.shtml

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

If VM are not providing the service, then they are in breach of contract.

I'm not sure what you mean about cable and national. VM are a cable provider.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

No, they are both a cable and National/ADSL provider

However the link to the 28 MBG only applies to Cable products, not National/ADSL services

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

That maybe so. However terms and conditions do not overide the law. And if VM have failed to provide the service that they are contracted to, and have failed to rectify the problem within a reasonable period of time. Then the customer is well within their right to cancel, and should only be charged for any services that they have been able to use.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

Never said they did override the law. All I was trying to do was point to the correct information on the cancellation terms for the product the OP had, rather than an incorrect link to a Money Back Guarantee that doesn't apply to the National/ADSL products

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

Ok, I understand what you are saying. Although the OP should be made aware of their legal rights, and not just the rights that VM say they have in their t&c's.

I still think that the OP should give VM a chance to resolve the issue, as they provide the best service.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

More importantly we cannot actually offer advice on a subject that we only know about from a few lines in the first post, if the OP has an issue then he must follow the correct channels and if not satisfied he can escalate it further.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

As a VM staff member you may not be aware of the frustration trying to get anything sorted through your overseas call centres.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

I always advise calling as early as possible from 8am and they should only ring 0845 454 2222 if a National customer as any other number only gets them through to the Cable side which means they will be further frustrated as they get transferred.

Re: Can I cancel my virgin media 18 months Phone+broadband contract?
 

without trying to sift through all the T's&C's, what is the cancellation windows for national out of curiocity?

Re: Can I cancel my virgin media 18 months Phone+broadband contract?