Misinformed about Early Termination Fee

[Paula26]

I purchased a Virgin deal that came with an O2 sim. I was told that i could cancel within 42 days and not receive and early termination fee. I phoned O2 within this time period to cancel the contract as the service I was receiving was almost unusable. On the phone I made it very clear to O2 support that I wanted to leave O2, and asked if there would be an early termination fee, and the answer I was given was no. The women on the phone had gave me a call reference number to quote when I call back once my final bill had been generated so that O2 could waive the early termination fee, she also advised to cancel my direct debit so that no extra money would he taken. I have proof of the conversation from the advisor that I could cancel in 42 days and not be charged.

A couple of days ago I received a bill for £400. I phoned back O2 and spoke to a representative who said a £15 credit had been applied. I informed them that the full balance was to be wiped and he said that there was nothing that could be done, i asked to speak to a manager and I am now waiting for a call back.

I have already taken out a deal with a different network, i have the proof of the chat and the call reference number regarding the final payment being £0.

Thanks for any advice.

[Enlli]

I'll ask one of the forum advisors to contact you on this.

She will be on duty tomorrow morning 

Look out for a message

@O2Georgina can you look into this for @Paula26 please?

[O2Georgina]

Morning, Thankyou for the tag @Enlli 

@Paula26  I will send you a private message now

[TT3-0]

Was this resolved? I was also told 42 days and am thinking of leaving but I’m over the 14 days and within 42 days. I don’t want to swap one headache with O2 for another.

[Enlli · Accepted solution]

@TT3-0 From my understanding from the Virgin side of things the 42 days was for the complete package.

However, you need to cancel the broadband first then ask them to put you through to O2 as the only way they can waive the 14 day rule is when they are informed the broadband is cancelled 

[Tot1984]

I have exactly the same issue, can someone help me please.

[Enlli]

@Tot1984 Have you cancelled the Broadband side first. The extended cooling off period involves the whole package. O2 need to know you have cancelled with Virgin to remove the normal 14 day rule 

Also, as it was a package your broadband price is reliant on you having an O2 phone. If you remove just the phone at this stage you will need to renegotiate your Broadband.

[Paula26]

Still not resolved, I have been on the phone and was told a manager would phone back (which is yet to happen, this was over 3 weeks ago) thankfully @O2Georgina has been helpful and is trying to resolve the situation. To make matter worse my virgin service hasn’t even been installed yet as it keeps getting delayed and it was ordered in January. 

[Paula26]

My Virgin has yet to even be installed so the contract has not yet started. The virgin advisor advised I could cancel within 14 days of installation and no fees would be charged ( i have proof of this) so it will be interesting to see what happens

[DaveS1]

I have just been speaking to “Maria” in O2 customer services (she would not give me her second name) but did assure me the call was being recorded and that she has made a note on my account to this affect regarding a 42 day cancelation.
 
She informed me that in the case of Volt customers if I do not go ahead with the Virgin Media installation I have a 42 day cancellation period with o2 she was very clear this only applies to Volt customers.
 
The background for me is the Virgin Media installation team came to check on the broadband at my house today and they’ve discovered there’s a potential blockage getting the fibre to my house. Of course they didn't tell me this they just left some mystical green marks on the pavement and it was up to me to call Virgin to figure out what the situation is. The virgin media team on the call clarified the point at which they can confirm if it will be able to install will be next week, which coincides perfectly with the standard 14 day cancellation period for o2.
 
I said that in that case I would rather cancel the O2 contract now as I am still within my 14 day cooling off and resign up once I knew the broadband can be installed. It was at this point that “Maria” informed me of the 42 day cooling off for Volt customers but was unable to send me any details and just said it was ‘common knowledge within the o2 support team’
 
This is more stressful than it needs to be and feels like a trap. It is not great customer service that the only place this is referenced is on a community site with no O2 representative to confirm the situation.

Perhaps o2 and virgin media should think through how you want your customers and potential customers to view the signing on process.
 
Leaving disgruntled feedback on this thread in the hope it spurs customer support to clarify the situation rather than leaving it to hear say from the community.

Also rather hopeful all will be fine as the package itself looks good and if all works as advertised then I expect to be a happy customer.