Forum Discussion

KatieSays's avatar
KatieSays
Joining in
24 days ago

Contract termination issues

After an update left us without WiFi capability on any devices, I have tried many times in vain to contact via webchat (as whatsapp doesn't work and I can't do phone calls). Must have spent 16 hours trying to get a replacement hub with my recent contract renewal. Not allowed to access the volts packages as not new customer and I'm not paying supposed discount price offered. Spent 3 hours on chat yesterday trying to cancel as my complaint did not satisfy. Told 38mins wait for retention team, which ended at 6pm after 1 hour and 52 mins. Meanwhile ive signed up to sky for less in total before renewal. I only stayed with virgin media for the extra data on my 02 plans. Seriously not worth staying for 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    23 days ago

    Hello KatieSays.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue with getting a new Hub after renewing your contract.
    You've now mentioned That you're leaving us. Have you placed your disconnection request on the account?

    As s rule we tend not to deal with packages on here. However, as you've tried all other avenues, I'd like to step in and see what we can do to help.

    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the logo at the top right of your screen that would be great. 
    Gareth_L