Contract Renewal/Cancellation/Complaint

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.

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.