Forum Discussion

Banderwick's avatar
Banderwick
Tuning in
20 days ago

Cancel my cancellation

Help, can I cancel my cancellation? I spoke to customer service via WhatsApp yesterday looking for a better deal as my contact ends February. I struggled to understand the offer I was given. I under...
  • newapollo's avatar
    newapollo
    19 days ago

    Banderwick 

    You should select option 4 when dialing 150 from a VM landline, or 0345 454 1111 from any other phone, which should put you through to retentions (thinking of leaving)  You might speak to a first line agent to begin with but tell them you are wanting to speak to cancellations and they should then pass you through to the actual retentions agent.

    You could explain about your difficulty in understanding what the previous offer was but do your homework first and price up similar deals with other providers so you have a good base to work from. Also determine what you actually need from VM.  Do you need that level of speed? Do you need an O2 sim etc?  

    The actual prices can vary on a day to day basis, if you are happy with the price quoted then accept it as it may not be available again.  You can always take advantage of the 14 day distance selling ruling and change your mind and revert back to the original package and price.

unisoft's avatar
unisoft
Knows their stuff
20 days ago

You are better off ringing in and using the Leaving Virgin option 0345 454 1111 after 8am. Sounds like if you want to stay, you should ask them to reconsider a package offering as you got frustrated and just cancelled because you didnt understand an initial offer. You need to be firm that you are willing to cancel, should a properly described offer is not reasonable otherwise you will get weak offers as they think you won't want to leave seriously. Tell them what you need in your package and why you don't think you are getting value from the current proposed pricing, comparing to new customer offers from other providers.....

  • Banderwick's avatar
    Banderwick
    Tuning in
    20 days ago

    Many thanks for your help 

    • newapollo's avatar
      newapollo
      Very Insightful Person
      19 days ago

      Banderwick 

      You should select option 4 when dialing 150 from a VM landline, or 0345 454 1111 from any other phone, which should put you through to retentions (thinking of leaving)  You might speak to a first line agent to begin with but tell them you are wanting to speak to cancellations and they should then pass you through to the actual retentions agent.

      You could explain about your difficulty in understanding what the previous offer was but do your homework first and price up similar deals with other providers so you have a good base to work from. Also determine what you actually need from VM.  Do you need that level of speed? Do you need an O2 sim etc?  

      The actual prices can vary on a day to day basis, if you are happy with the price quoted then accept it as it may not be available again.  You can always take advantage of the 14 day distance selling ruling and change your mind and revert back to the original package and price.