I cancelled with VM and then changed my mind less than an hour later. When. I called VM, they said they couldn’t cancel the cancellation. What sort of customer service is this? I have been with VM since the blueyonder days, and the customer service these days is an absolute disgrace. The agent seemed ‘happy’ to agree to my cancellation request and didn’t even try to retain me as a customer of over 20 years.
You'll probably get a call in a few days from retentions.
What has happened to VM customer service?
The customer services standards are nothing short of a disgrace.
When did it get so bad?
Being a certain and decisive customer can help https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancelling-my-cancellation/td-p/5492748
ykknxput wrote:I cancelled with VM and then changed my mind less than an hour later. When. I called VM, they said they couldn’t cancel the cancellation. What sort of customer service is this? I have been with VM since the blueyonder days, and the customer service these days is an absolute disgrace. The agent seemed ‘happy’ to agree to my cancellation request and didn’t even try to retain me as a customer of over 20 years.
Hang on, let’s be honest here. You cancelled your VM contract, irrelevant if you have been a customer for 20 years or not, you cancelled yes? so you changed your mind an hour later - tough!
Now what will happen is that your cancellation will be actioned and you will be cut off in 30 days because that's what you asked for and that’s exactly what you have gotten - fine!
You might, or might not get, a call back from VM offering you a deal to stay, accept not or not - they basically don’t care!
Thank you for you unhelpful comments. Do you work for VM, as I think your tone has the right mannerisms they are looking for.
VM is not world famous for happily agreeing to cancellations so that in itself was an achievement. You then brought the whole system toppling down upon itself by asking for a retraction. The VM forum team has helped customers out before with this sort of stuff but don't hold your breath.
Out of curiosity why did you change your mind so quickly?
It was in the heat of the moment as the agent was so unhelpful and wouldn’t listen to my problem.
ykknxput wrote:It was in the heat of the moment as the agent was so unhelpful and wouldn’t listen to my problem.
Referring to your specific incident, you can cancel a cancel within the 30 days. What might happen, is that your account is locked from changes for 48hours whilst the automated system gets to work sending emails and text messages about returning of kit etc.
What is not defined, is what you go back to. It may not be your original package and price and a deal done to undo the cancel and likely another 18 month contract to secure your business again. Cancelling costs VM money and they don't want customer flip-flopping in that 30 days between cancel, cancel the cancel, and then cancelling again.
Hi ykknxput
It's possible that the systems have placed a temporary block on the account as it generally takes around 48 hours to complete any processes. This would have prevented the the agent stopping the cancellation process.
A member of the forum team should pick this up in a day or two and may be able to help.
Don't worry. As carl pointed out above you'll be getting calls from Retentions soon enough (about a week after your cancel or thereabouts) offering you a better deal to stay with them.
It's sad that VM only seem to value our custom when we cancel, but that's the inescapable truth of how their business is run from the top. Paradoxically the vast majority of the people who interact with customers (who are based in this country) are decent and actually want to offer good service, even thought VM systems often make that hard for them.
That's not a given though. Firstly, you must have the option for marketing ticked in your customer portal, else you won't (or read that as shouldn't) get a call.
Secondly, VM are not ringing everyone back at the moment. They are doing selected ring backs; probably customers who accept £5 reduction. I have cancelled for example, and not had a ring back this time. Personally not bothered this time, as intended to walk way because of no escape clauses in their (unfair) contracts now when doing 2 price increases in an 18 month contract that legally you are held to, but don't know the price increase amounts when agreeing to the contract. Unless they offered me rolling contract or maximum of one year, I fully intend to be going elsewhere, and never coming back, and in notice period waiting for it to end.
Ideally, a company would want to keep existing customers AND take new customers. From the forums history though, there are some customers who expect ridiculous discounts way below competition pricing. If you stick around what competitors are charging for similar or better then, in my opinion, VM should negotiate to keep customers as their standard pricing is now out of control. (£75.07 for 500mbps BB Solo was mine!)
A new customer costs 5x or more than re-contracting an existing customer, they have to collect the kit (which they confirmed as doing), they have to check/test and refurbish that kit for other customers. Also loss of subscriptions like VM Stream. Then you have to get your new customers by offering £200 bill credits, free TVs, cases of wines and potentially if the new customer used topcashback or quidco cashback. Allied to friends and family who I am sure will also be leaving VM as I am their technical lead for advising what ISP and configuration of their kit 😉
HI ykknxput,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you've had some issues when it's come to removing your cancellation. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security.
I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,
