Can the customer cancel Virgin Media within the 14-day cooling off period if the company has not been able to fix an issue? | LawHive - Solicitors & Lawyers Online
Can the customer cancel Virgin Media within the 14-day cooling off period if the company has not been able to fix an issue?
Hi, I got Virgin a short time back, im still in the 14 day cooling off period. I have an issue which they havent fixed yet and i'm due my third engineer out tomorrow to take a look (which i have to say is pretty good on their part as the have came out right away). However, my 14 day cooling off period is over after tommorrow and the engineer may fix it tomorrow / may not - ive no idea. So can i allow them to continue to try? Do i need to cancel right now? Or is it enough to show that the service has never worked properly and i gave them a chance to fix it before cancelling after the 14 day period due to me rasing it within the 14 day period? To clarify - i want to give them a chance to fix it, i'd like the service, i just dont want to be stuck with the service if they turn round and say theres nothing else we can do. Not sure what my rights are here? Live in Scotland

James Rivera

19th October 2021

2 upvotes

Top Answer
It’s one or the other - invoking your right of cancellation is a one way street. You can’t make it conditional and they don’t have to let you do take backsies. Of course, you could just invoke it after the engineer’s visit. But you’re cutting it fine.

Helen Green

11th February 2022

1 upvote

If the service / item purchased is not up to the advertised standard then you have a right to cancel. You dont describe what the issue is so its hard to tell if its material to the service bought. But if they cannot get it working you would have a good case to cancel your contract

Diana Murrah

11th February 2022

1 upvote

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