Cancellation problems
Please help in cancellation of my account. Ive tried and tried for hours but no one will cancel. Been a customer for tv and broadband over 8 years so out of contract. Please can someone help?Thank you 🙏
Forum Discussion
9 Replies
Do please let Ofcom know all about your cancellation experience with VM Breaking: OFCOM investigating VM over difficulty cancelling VM contracts | Virgin Media Community - 5365110
Hi Cardiffman282,
Is there any current ofcom investigation into Virgin media's inability to let customers cancel contracts.
I have been struggling to get my contract cancelled and am at my wits end.
Any advice gratefully received.
The link I posted on the thread is to a live investigation.
- Steven_L
Forum Team
Hello sam61,
Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having trying to cancel your account with us.
What have you been advised about cancelling when you spoke to the team and which methods have you used to try cancelling?
Kind Regards,
Steven_L
My complaint is that Virgin Media did not correctly process the One Touch Switch (OTS) order requested 21st March, actioned 16th May and have billed me and taken payment for all of May, all of June and I have just received a bill for all of July (at a higher rate). Even though they confirmed my return of the modem on 22nd May. I have been in contact since 30th May hence the complaints but am getting nowhere.
I had an email on 7th June stating that my contract would be cancelled on 8th June but I had an email about a July bill today!
My complaint (C-0306251469) appears to have been resolved without any agreement with me (and the contract still not been cancelled). My email with questions has not been answered. In addition other complaints (C-0306251469, C-0406254741) were also resolved without any agreement from me.
I have rang up today and spoke to Conor in the "Retentions Tier 2" team (once again be told the account will be cancelled tomorrow) but do not have much faith since this will be the 4th occasion I've been told this.He asked him to send me confirmation of that and he said the only way to do that was to raise and resolve a complaint. Which he did but I still can't see any detail on the complaint so don't have confirmation that the account will be cancelled.
My reply keeps disappearing. This is the link to it:
https://community.virginmedia.com/discussions/ManageAccountCable/cancellation-problems/5649440/replies/5649603
You have your own thread <Here>
It was moved from the chatter/natter forums where you originally posted it so that it would be noticed by the forum team. (The forum team seldom visit those forums as they are mainly used for non VM related issues/topics)
It does help to avoid confusion by keeping all your posts to your own thread. That way staff have a clear paper chase of the issue and resposnses and avoids duplication.
How and when did you process your cancellation request? Or did you use the OTS (One Touch Switch) process?
Looking at your thread it seems that you have had multiple complaints closed down. This is normal if they are duplicate complaints and the original one hasn't passed the 28 day stage (they do try to acknowledge complaints within 48 hours of receipt and aim to resolve any your issue within 28 days.)
If you simply wish to cancel, with no further negotiation or discussion with VM …
You can cancel your services by post as per info below
https://www.virginmedia.com/help/leaving/
You can send your leaving request by post to:
Virgin Media, Sunderland, SR43 4AA
Use a first-class, tracked delivery service. This will give you a date/time of delivery when you gave VM your 30 days’ notice to cancel. Also keep a record of the tracking number. I have found that RM 'signed-for' services are a dead loss these days and rarely get a signature so use a service that tracks and confirms delivery.
If your disconnection happens during a minimum term period VM may charge you early disconnection fees.
While waiting for a further VM forum team reply ...
You can share your unhappy cancellation experience with OFCOM.
They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.
https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275
Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form
https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring
Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.
