Forum Discussion

007stuart's avatar
007stuart
Superfast
14 days ago

40 minutes hold before speaking to Cancellations

After around 30 years with Virgin ( previously Cabletel and NTL) i have decided to cancel my subscription. My contract is due to expire 24 April so this morning I called 150 and spoke to a call handler regarding my decision to leave on the expiry of the present contract. I was told that I would incurr an early discoonection fee as the Virgin system is unable to accept a cancellation of contract on no day other than 30 days prior to the contract expiry date and therefore by taking my request to cancel today my sevices would finish 10 April and would therefore incurr the early disconnection fee.

Can this be true?

 

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    14 days ago

    It is with good reason that VM is still being investigated by Ofcom for failing to process cancellations properly https://community.virginmedia.com/discussions/chatter/breaking-ofcom-investigating-vm-over-difficulty-cancelling-vm-contracts/5365110

    It's of course nonsense. The Ts and Cs say you can cancel at any time. Owing to the many shortcomings of their own billing systems I understand that they can only process cancellations up to 60 days away from end of contract. You can post your cancellation. Details are online. 

  • Molly_T's avatar
    Molly_T
    Forum Team
    13 days ago

    Hi 007stuart 👋 welcome back to the community forum! Thanks for posting. 

    Sorry to hear you are thinking of leaving, and your experience trying to cancel. 

    You can find some general information about leaving here 👉 https://www.virginmedia.com/help/leaving/ - You can cancel at any time by giving 30 days notice. If you are still in a fixed term contract with us, you would be subject to Early Disconnection Fees if trying to connect before this has ended. You can find full details of the EDF policy here 👉 virg.in/EDF and your contract term / dates by checking your contract in My VM. 

    It's worth mentioning that as you are billed in advance, and right up to the day of disconnection. Any charges incurred for services in advance are refunded as part of pro-rata once the disconnection has completed. 

    It sounds like you have already received the help you need in getting your disconnection processed, but please let us know if there's anything outstanding you need our help with! Wishing you all the best. 🌞

    • 007stuart's avatar
      007stuart
      Superfast
      5 days ago

      Re Did you really take time to read my post?

      I wanted give MORE than 30 days notice was told that I would incurr an early discoonection fee as the Virgin system is unable to accept a cancellation of contract on no day other than 30 days prior to the contract expiry date .

      Is this true?

      • goslow's avatar
        goslow
        Alessandro Volta
        5 days ago

        Upto 60 days notice is regularly quoted on here. See below

        https://community.virginmedia.com/discussions/ManageAccountCable/i-plan-on-cancelling-my-contract-when-is-best-time/5554809/replies/5556031#M265791

        But the call centre staff routinely seem to come out with the ridiculous claim it has to be exactly 30 days.

        Writing in, and using a tracked service for proof of delivery, does seem to be one of the more successful means to cancel as you have a paper trail and evidence if VM messes it up.

        One further consideration is that we do occasionally see on here customers trying to give notice earlier than the 30 day period who find that VM cuts of one, or more, services immediately and unexpectedly.