Contract Renewal/Cancellation/Complaint

One could consider the possibility that the agent did not process your instruction to cancel but simply logged it as a complaint, thereby retaining you as a customer. Naturally that is just idle speculation on my part.

Replies from VM people on here now seem to be taking 4 to 5 days but, if a VM person does reply, they should be able to check if your cancellation is underway or not.

If you have actually cancelled, and if you have marketing options on in 'My Virgin Media', you may get a call back from VM with a best and final offer but there are no guarantees that will actually happen.

In the meantime, do some research on your alternative providers and their pricing. You will then have a good idea if any future VM offer is any good or not.

Hi Mark-Belfast, 

Thanks for reaching out. We’re really sorry to hear about the experience you’ve had when trying to renew your package. That’s certainly not the level of service we want for any of our long‑standing customers.

The emails you’ve received can sometimes be triggered automatically when a disconnection request is discussed on a call. Depending on the circumstance and if you were unsatisfied, our agents tend to ask if you want a complaint to be raised on your behalf, but we’d like to take a closer look at what’s happened and make sure everything on your account is correct.

So we can help you properly, we will send you a private message to you. Once we have cleared security with you,  we can then review your account, check the notices that were applied, and see what options are available for you.

We’re here to help get this sorted for you.

NOTE: I Posted this last Thursday, got 1 x Forum Team to ask me a few questions and nothing back so hence I'm TRYING again.

Hi folks

I just rang the renewal/cancellations dept this morning hoping for a better deal, as I'd rang 2-3wks ago and got nowhere.

Well today, I rang, and the person could not even beat their own online renewal prices! Crazy as I've been a customer for over 15yrs now, I would like to stay but the person on the end of the phone could not do anything for me! All their offers were more expensive, and I felt as if Virgin could not care less about customer retention!

So contract runs out on 19 Feb 2026, hence ringing today, so long story short , I said here are my 30 days notice, plus a couple extra, 33-34 days it worked out.

Anyway after the call ended I get an email from VM Complaints! pictured below!

Does anyone know why I got this, when I was trying to get a better deal on renewing my contract, but could not, so then I gave my 30 days notice. I never made a complaint! 

Anyone else have this issue? 

Plus I've just received the email titled - Disconnecting your Virgin Media services

Any help or ideas would be welcome.

M