Forum Discussion

elfin101's avatar
elfin101
Dialled in
12 months ago

Cancelling account - wow

Writing this while I await an agent to cancel my account.

1. Called in to cancel, agent I spoke was asking invasive questions and when I stopped answering them and just asked him to cancel, he refused. Seriously. I asked multiple times and in the end I ended the call.

2. Tried the online chat. But for some reason it doesn't like me and started showing my messages as reversed text. Literally like : lenac ot tnaw I

3. So called back in and spoke to someone who cancelled things without an issue.

That first agent was basically what people on here encounter and give VM a bad name. Get the script changed: would you like to hear about deals we can offer yes or no. Yes. - go ahead and ask what is needed, No - do not ask and process the cancel. That should be all that is needed. 

Cancel call took around 30 minutes. Wonder how long it will be before retentions call.

50 Replies

Show More
  • elfin101's avatar
    elfin101
    Dialled in
    10 months ago

    So the package from Virgin Media has turned up, despite assurances there was nothing coming from yourself...

    Sigh.

    And it's another return package. For things I have been assured I don't need to send back!

  • elfin101's avatar
    elfin101
    Dialled in
    10 months ago

    The circus rolls on.

    Despite being assured contact details have been corrected I am still getting emails to the wrong one. Going to try and remedy this by fully disabling that incorrect email address, at least that way I won't need to complain...

  • elfin101's avatar
    elfin101
    Dialled in
    10 months ago

    And on and on...

    Another message from Virgin Media asking me to return equipment, despite all the assurances that I don't need to. 

    But a positive was there, they actually emailed the correct address. Collection arranged, mainly to avoid the fall out if I don't send it back as I've truly had enough of this ridiculous process with all the lies and mis information from VM.

  • elfin101's avatar
    elfin101
    Dialled in
    10 months ago

    Finally something went right! They not only collected the equipment they actually let me know it had been received... So just one thing left to go... credit from my last payment. 

    Separate issue has been raised though. But I doubt even VM can mess that up.

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      10 months ago

      Hi elfin101, thank you for the update.

      Have you been advised when you're likely to receive the credit?

      Refunds are processed 45 days after an account has been disconnected.

      If you have any further queries, please let us know.

      Regards,
      Daniel

  • elfin101's avatar
    elfin101
    Dialled in
    9 months ago

    Finally free. Credit received, forum mods please feel free to lock this thread.

    Virgin Media no more, wonder how long it will take for someone to try and entice me back 😉