I cancelled my service last Sunday. Had numerous missed calls all week from Virgin Media. Answered their call last night but didn't have long to chat. Was made a favourable offer but explained needed to think about it overnight. Was agreed VM would call me back between 10-2pm today. But no phone call received. I'm not happy about this as I specifically made sure I was available and put off doing other things. Ironic thing is I was very likely going to say yes I'll stay with VM!
Thanks for your post and apologies to hear the team missed an arranged callback with you.
The problem I've found with this is as we are mainly an inbound centre, we relay on not already being on a call with a customer at the time your call back is arranged. If however they are on a call, I would expect them to call you right after at the next convenient time.
Since posting, have you been able to agree a new deal with the team or have you decided to let the cancellation go ahead?
Kath_F Forum Team
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