Hi, I have just been on to Virgin to cancel my contract which is up in a few days. They informed me I have to give 30 notice so will be charging me for another month anyway. I find this bizarre as if I am no longer in contract how can they make me pay another month stating they need 30 notice.
If you take a look in our Terms and Conditions you will see that all customers migrate automatically to a rolling 30 days contract once the original contract expires and all customers have to give us 30 days notice to close accounts.
Can you please provide the postal address I want to send my cancellation by recorded delivery so I know they have received it as know how these suppliers try to wiggle out of things and say they didn't get notice when they did, also I don't want to waste time with someone trying to convince me to stay. With over 4 raises in the price over the last year for less than I can get with Sky I'm moving!
I called and worked my way through the first few options until given 4 options - none which mentioned cancellation (or the more ambiguous - 'thinking' of leaving). it was option 4 - something to do about moving house. under that option was an option 5 - thinking of leaving or a kind of none of the above option. so finally the phone was answered and i confirmed the various letters of my password, entered my account number and region number and then go through to a human who said .... 'oh, our systems are down today, have been all morning so maybe try back after 2pm - we think they might be back then and of course we are open until 10pm today etc.' I said I just want to cancel my account, can someone call me back. No can do. How about making a note on a piece of paper and just cancel my account when the systems come back online. "it doesn't work like that". Without being cynical it does seem like a delaying tactic. I wonder what the result would have been if I wanted to add new services or other upgrades?
I'll try back again later in the day and see what happens. Current bill £60+ for TV mix (2/5 bars), fibre30 (less than 25% of max), phone - not used.
If the Retentions teams had offline systems on Saturday just gone I do apologise. I hope you've both been in touch with them since you posted. When systems are offline to that degree it affects all teams handling customer accounts. This usually is sorted quite quickly so I apologise if this inconvenienced you at all.
We have all our accounts systems on a database that is secure. Writing things down is not a viable alternative as a company if those systems are offline as you can appreciate we may have had quite a few callers in the time the systems were down, so our best option is to apologise and ask customers to call back.
I hope this helps you all and that you have all been back in touch with the teams since you last posted.