Forum Discussion

Jacobus1745's avatar
Jacobus1745
Joining in
2 years ago

Cancellation

Hello,

My contract is coming to an end, so I have sent a recorded delivery letter to the address on the website. 

Should you receive notification of the request as I've not heard anything back and nothing has changed on my account. I have the date of delivery and a signature, and have included all the required details. I would like to know the cancellation has been acknowledged before I cancel the direct debit.

Any help or advice would be appreciated.

  • Ayisha_B's avatar
    Ayisha_B
    2 years ago

    Hi Jacobus1745 

    We require 30 days notice so on receipt of your letter requesting a disconnection, this was booked in accordingly.

    Once your services have been disconnected, our system will tot up any bills and credits that are left over, and give you a final bill. This is produced up to 30 days after your disconnection, which gives time for any changes you've made since your last bill to show on your account.

    If it turns out you’ve got some credit on your account, we’ll pop that amount on a cheque and send it to you in the post.
    I hope this clarifies things. 
     

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 years ago

    Hi Jacobus1745 👋

    A warm welcome to our Community Forums and thanks for your post.

    I'm going to pop you a PM 📩 so we can clear security before I can confirm account specifics with you. 

    Hope to hear from you soon!

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    2 years ago

    Hi Jacobus1745 

    Thanks for your time via DM. 

    The disconnection has been booked.

    We're sorry to see you go and wish you the best with your new provider.

    Take care 😊
     

    • Jacobus1745's avatar
      Jacobus1745
      Joining in
      2 years ago

      Hello @Ayish_B, thank you for confirming my cancellation. However, since I have made my last payment on the 19th of January, this should provide me with a service until the 19th February as stated in my closing bill. Can you tell me why my service is being disconnected on the 8th of February please ? 

      • Ayisha_B's avatar
        Ayisha_B
        Forum Team
        2 years ago

        Hi Jacobus1745 

        We require 30 days notice so on receipt of your letter requesting a disconnection, this was booked in accordingly.

        Once your services have been disconnected, our system will tot up any bills and credits that are left over, and give you a final bill. This is produced up to 30 days after your disconnection, which gives time for any changes you've made since your last bill to show on your account.

        If it turns out you’ve got some credit on your account, we’ll pop that amount on a cheque and send it to you in the post.
        I hope this clarifies things. 
         

  • Alby41's avatar
    Alby41
    Up to speed
    12 months ago

    It seems to be going well for this customer ... but to make this absolutely clear to all here the time scale for departing and final cancellation is ..

    1.Write a letter to VM informing them of the departure / cancellation ... send by registered / recorded delivery if required.

    2.On receipt of this letter whenever is declared by VM ...does the 30 day notice start ... is that 30 working days Mon-Fri ...or 30 calendar days.. ?

    3.Does VM contact the customer  by EM phone or text ?

    4.Does VM stick regularly to the dates for final billing ..

    • Reece_MH's avatar
      Reece_MH
      Forum Team (Retired)
      12 months ago

      Hi Alby41 👋

      Let's clear some things up to make the process more clear. The disconnection is booked on the day that we receive and process the letter request, for example, if you send the letter on the 1st January, and we only receive this on the 5th January, then the disconnection would be booked from the 5th January for 30 days.

      About your question regarding how the 30-day period works, this is 30 calendar days, rather than "working" days. If sending a cancellation request via post, we respond via post confirming that the disconnection has been processed.

      Final bills are completed automated and are generated within 14 days of a disconnection. 

      Cheers,

  • TT000's avatar
    TT000
    Tuning in
    11 months ago

    I have the same problem, i cancelled giving 30 days notice. But they are still trying to bill me.

     

  • paddingtonbear9's avatar
    paddingtonbear9
    Tuning in
    10 months ago

    Hello, I wonder, if my agreed minimum period ends in less than 30 days from today, can I request the disconnection and cancellation of the contract sooner? Can you, please, assist me with this matter? Thank you.

    • Carley_S's avatar
      Carley_S
      Forum Team
      10 months ago

      Hi paddingtonbear9 

      Welcome back to the community forums

      We are not able to action disconnection requests over community forums. If you would like to discuss your package and disconnection, you can use one of the following methods here. These include; calling us on 150 from a Virgin Media landline or 0345 454 1111 from any other number and sending a written request to Virgin Media, Sunderland, SR43 4AA. Alternatively, you can WhatsApp our support team on 07305 327 112. Please bear in mind the response will not be instant, but our team will get back to you.

       

      We require a 30 day disconnection notice, so your disconnection would be booked in 30 days time from the date you provided the notice. 

      • paddingtonbear9's avatar
        paddingtonbear9
        Tuning in
        9 months ago

        Hi Carley,

         

        Unfortunately, there has been an issue with my disconnection: the team failed to provide the final bill and issued a current bill (without a discount) instead which I am apparently expected to pay. The customer support team were not helpful over the live chat and I am wondering whether you could be able to have a look at it. Please, could you send me a private message for further support? Thank you.