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Virgin Media - Cooling off

Gandi69

ULTIMATE Member
Just a quick query for those in the know about these things.

Long Story short I took out a new contract with Virgin Media for broadband last friday which was activated 48 hours ago and now I wish to cancel it. I mistakenly thought that in 2 years they may have addressed the issues that made me leave last time. These issues being the service is pants and still the same high latency/ping spikey/over utilisation problems that plagued their service back in early 2021.
I'm well inside the 14 day cooling off period and Virgin are trying to charge me 60+ quid for cancelling of the services. Surely this cannot be right? One months broadband service is only £27 for the service i'm on/
Ive read online that the 14 day cooling off should simply be an immediate disconnection and chances are you dont have to pay anything in this period (or shouldn't). Now i'm happy to pay for the days i've used it which will probably be about 72 hours but to want over 2 months payment from me, what is the point of the 14 day cooling off period then?
Besides i'm sure the 14 day thing is simple consumer rights/regulatory stuff that an ISP can't just decide they are going to breach and do/charge whatever they want - am I correct here?
 
If you've only just signed up over the phone or on the Internet and you're now having second thoughts, regulations may allow you to cancel within the first 14 days of your contract without any penalties.

Since June 2014, the Consumer Contracts Regulations have applied to contracts sold at a distance, including broadband services. These extend the distance selling ‘cooling off period’ to 14 days. This period starts either when you receive written confirmation of your contract, or when the broadband service starts to be supplied. You must cancel in writing but fax and email count.

However, it should be noted that when hardware is involved (eg, a supplied router or adapter) you may not be able to qualify for a Distance Selling refund if the packaging has been opened, especially if any security seals have been broken - it needs to be in pristine and resalable condition. In this case it may include installation.

To counter this Ofcom say
"Early termination charges and cooling off period
If you want to change provider before the end of your minimum contract period, you might have to pay early termination charges (unless you're not getting the speeds you were promised). Check with your current provider whether you will need to pay any charges when you switch.

And remember, you always have a 14-calendar-day ‘cooling off’ period, during which you can cancel your request to switch broadband provider – without being charged.


So, I would quote this at them and threaten the ombudsman.

My view is regardless of performance you have been able to assess the product within the statutory period, equipment will be returned without damage, and the received service simply does not meet your expectation.

The problem with VM (phone, TV or BB) is that you probably have used the service during your assessment of it and therefore they may be justified in charging for the period it is live.

Edit: If broadband only I agree with JitteryPinger
 
What does your contract say, it should specifically detail what Virgin legal team think the process is to cancel within 14 days
 
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Terms and conditions of your residential customer service agreement for Virgin Media television, Virgin Broadband and Virgin Phone services

nFUiSWA.png
Am I being thick or is there no "N 4.1" or "N 4.2" that they reference?
 
Beat me to it.
Now section M in latest.

Your right to cancel during the cooling off period – See Section M

• If you have ordered the services online, by telephone or from an agent attending at your home, and have entered into a new contract, you have the right to cancel those services within your 14 day cooling off period. You can cancel immediately during this time without having to pay an early disconnection fee.

• Cooling off rights do not apply to certain digital content, e.g. Pay-Per-View movies, that we provide to you as part of the television service.
 
Thanks guys! I called again today and got through to someone more helpful at virgin - I will not incur any charges but will need to call back after 2nd December to get the full cancellation and “refund” processed. clearly it depends who you speak to there, I reckon some people just fall for it and just pay whatever the isp demands!
 
Thanks guys! I called again today and got through to someone more helpful at virgin - I will not incur any charges but will need to call back after 2nd December to get the full cancellation and “refund” processed. clearly it depends who you speak to there, I reckon some people just fall for it and just pay whatever the isp demands!
You needed to cancel there and then otherwise you're outside 14 days?
 
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Glad you got it sorted, was going to say its 14 days from when service is active. Sounds like the first rep had a bad day in the office.
 
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