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Virgin media want me to pay for broadband service I don't have?

  • 10-04-2021 8:41am
    #1
    lauraww
    Registered Users, Registered Users 2 Posts: 192 ✭✭


    Hi there,two months ago I ordered broadband from virgin media as my current contract was coming to an end,in the meantime they rang and made us an offer to keep our current package which we accepted, the sales rep told us just to refuse the package I had previously ordered, which I did,and they received it back.but now they keep billing me for the returned product,I contacted them and they said that I never cancelled the service. I assumed when I refused it from delivery guy that it was cancelled,can anyone offer me advice,I'm willing to go to court if I have to,as far as I'm concerned this is extortion.thank you


Comments

  • #2
    tazzzZ
    Registered Users, Registered Users 2 Posts: 462 ✭✭tazzzZ


    I'm not too sure on the finer details but in order to cancel an order I believe you have to contact Virgin Media within 14 days (cool off period) of your order and tell them you want to cancel. If you just refused the hardware at the door that doesn't constitute cancellation I believe. (maybe if it was a VM engineer who was installing but most are self installs and its just a currier who delivers the hardware.)

    Did you actually inform VM that you wanted to cancel the order? Your ISP rep gave you really bad advice unfortunately. I'm not sure if you have any options at this point. Perhaps with your current ISP due to the poor advice given.

    Hopefully I'm wrong and there is someone around who might be able to shed some light on better options for you.


  • #3
    lauraww
    Registered Users, Registered Users 2 Posts: 192 ✭✭lauraww


    I didn't cancel,as my current deal is also with virgin media, the sales rep who I was talking to told me to not accept the package from the delivery company so I didn't,I assumed that once they received it back all would be cancelled. I'm getting 2 bills a month from virgin now for my broadband which they should realise and be fair to me.i will be done with them completely when this is sorted and I will be going to sky.


  • #4
    dam099
    Registered Users, Registered Users 2 Posts: 1,135 ✭✭✭dam099


    If they said it on the phone there will likely be a recording of that, ask them to listen to the call and insist they honour what they told you. You can also submit a subject access request under GDPR and if there is a recording they have to provide it or a transcript.


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