There have been similar reports - https://www.ispreview.co.uk/index.php/2023/07/ofcom-investigate-virgin-media-uk-over-customer-cancellations.html
You may find it easier to give postal cancellation, the address is shown at https://www.virginmedia.com/help/cancel-virgin-media , be sure to use a recorded method.
Doesn't surprise me that there are similar reports of similar problems. That I've encountered the exact same issue & problem 4 times each with different VM employee's suggest to do this and discontinue the call as soon as a person make intention and request to cancel is a standard authorised practice. As no way can it be just coincidence this has happened 4 times with different members of staff. Funny how they font need to put you on hold and disconnect you to buy or upgrade services and only when trying to cancel or negotiate!
Hi Dave606,
Thanks for coming back to me on this. I understand the frustration and can only apologise that you've been cut off. This wouldn't have been intentional but I can see it's not a great look.
I'd like to look in to this further 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,
Thanks for the response Kath, but I have since thankfully managed to get hold of a more attentive UK call centre member of staff when trying again just now that didn't feel the need to put me on hold or forwards my call and thus cause a disconnection as per previous calls. Strange how all previous calls ended in a disconnection by different staff members!. This person however was very good and could even see the that the previous calls were made and made particular note of last night's promised UK call centre call back that was logged as supposed to have happened after they rebooted their system yet there was a note to say the staff member had finished their shift or something and was supposed to call back today yet this call never happened.
So this guy looks at the options, verified what I quoted from elsewhere and what I quoted as their own black Friday new customer offers etc. Result is I agreed to an offer for 1000mb (ok 11320mb) I'm happy with that sits just a little above the cost of the current black Friday new customer deal after the 1 month free they said they would manually add as an account credit.
Though they said the 1 month free won't show in the contract as that will need to be added manually as account credit by his manager of something. Assuming they stick to the offer of the first month free as account credit which I'll look out for I have a deal I'm very happy with.
