Cancel subscription before it starts

[paolo87]

Hello,

a few months ago I subscribed by error to a 1 year Ziggo Internet. The subscription should start on the 31/7/2021 but I do not want it anymore. Trying to communicate with Ziggo customer service is impossible. I tried to chat and they told me that for cancelling the subscription I need to call. Then I tried to call but everything is in Dutch and I can't speak/understand the language.

Therefore I have apparently no options for cancelling my subscription ?!

In the Ziggo chat they also said that I can refuse the Ziggo package when the delivery arrives, but at the moment I am not in the NL and usually the delivery man always deliver his/her packages, no matter if you are in or out your home.

Could you please help?

I am also set to leave the NL in the next months and I don't want to get stuck with a Ziggo subscription of 1 year.

Thanks

[Anne B · Accepted solution]

Hi @paolo87, sorry to hear about this situation. I understand the predicament. Unfortunately I cannot cancel the order myself. There are two options. You can fill in a cancellation form here. Calling is faster, but as you said the automated menu is in Dutch. However I can help you get through the automated menu and to the right department. When you call our customer support number 0900 - 1884 you will be asked to say your postal code twice, if those both fail you can type in the four numbers of your postal code. The next menu will give you options to connect to a specific department, then you can chose 5 to get to the right department. 

[paolo87]

thank you !

I filled the online form as you suggested. will I get a confirmation email about the cancellation?

Thanks

Paolo

[Anne B]

Hi paolo87, yes you will get a confirmation or you will be contacted by phone (if more info is needed).

[paolo87]

Hello Anne B, again thanks for your help 🙂

I still need to receive the confirmation email about my cancellation. I filled the online form on Saturday.

Do I need to wait more?

Best,

Paolo

[Marije]

I'd love to check and see what's going on with your cancellation and do see that your cancellation was processed today, by the right department (Cancellations). So you should receive a confirmation either today or tomorrow at the latest. 

Will you please let us know here if you've received that, @paolo87?

[paolo87]

hello Marije, thanks for your help. I still need to receive the confirmation email of my cancellation.

[Vincent]

Hi @paolo87! Hmm, strange. I have checked again and I'll see my colleague did not performed the right action to cancel the order. That's the reason you are still waiting for a confirmation.

Fortunately we do have enough time to arrange it. I have made a task for another department to cancel it. I will check within a few days if everything is performed and processed wel. Sorry for the delay!

[paolo87]

ok. please let me know. thanks

[Jiri · Accepted solution]

Hi @paolo87

I see the "overstap service" has been canceled, but the order is still there 😞 
Normally the order should also be canceled just like the overstap service. 

I will arange this for you and keep you posted about this. Thanks for your patience.

[Jiri · Accepted solution]

@paolo87 Good news! 
The order is now fully canceled! 🙂