Forum Discussion

Louisthethird's avatar
Louisthethird
Joining in
8 months ago

Disconnection nightmare…

I have just had the most hideous experience with Virgin. We have reached the end of our contract (unknowingly - I thought providers were meant to contact us these days) so the price bumped up by 30%. I called VM to discuss and they offered me new deals which I sadly couldn’t afford. I asked to be passed to the disconnection team but was cut off in the process. I went back to them, went through the whole process again and (again) got disconnected. I then repeated the process and once I finally got through the repeated ‘can I find you a cheaper deal’ process (they couldn’t) they transferred me back to the retention team instead of the disconnection team.

My feeling is that the retention team are actively avoiding putting me through to the disconnection team and are (perhaps) incentivised not to do so.

I’ve been on the call 90 minutes and still not been connected to the disconnection team and have just been cut off for the 4th time.

disconnection
  • goslow's avatar
    goslow
    Alessandro Volta
    8 months ago

    If you simply wish to cancel, with no further negotiation or discussion with VM …

    You can cancel your services by post as per info below

    https://www.virginmedia.com/help/cancel-virgin-media

    You can send your leaving request by post to:

    Virgin Media, Sunderland, SR43 4AA

    Use a first-class, signed-for delivery service. This will give you a date/time of delivery when you gave VM your 30 days’ notice to cancel. Also keep a record of the tracking number.

    If you cancel during a minimum term period VM may charge you early disconnection fees.

    While waiting for a VM forum team reply ...

    You can share your unhappy cancellation experience with OFCOM.

    They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

    https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

    Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

    https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

    Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

  • John_GS's avatar
    John_GS
    Forum Team
    8 months ago

    Hi Louisthethird 

    Thanks for posting and welcome back to the community. Sorry to hear of the issues with the disconnection.

    I'll send you a PM now to assist further.

  • misterbuggerlug's avatar
    misterbuggerlug
    Dialled in
    8 months ago

    I had the same problems with my mother getting Virgin to cancel, random disconnects, getting sent to the wrong department, so in the end I wrote her a letter to sign and sent it to VM recorded delivery giving 30 days notice. Instead of accepting it they raised it as a complaint. I wasn't complaining, she genuinely wanted to leave. So it took yet another phone call of 45 minutes to finally get it cancelled once and for all. Why Virgin can't have button on My virgin media which says "cancel" or "give notice" is beyond me, but in hindsight the reality seems to be because by making it difficult to leave they keep hold of customers as long as possible.