Don't waste your time trying to cancel your services even your contract ended via phone or sms or chat.Its impossible; they will transfer you some other team after 1 hour waiting then the call will drop of after another 30min (3rd time happening) I spent many hours for nothing. So don't BS me with your stupid replies please.I will just send them a notice letter then I will cancel the direct debit. Then I will make complain via ombudsman service.I will never ever be a customer anything related with Virgin again for their stupid give up tactics. (dropped off 3rd time after 1 hour).I hate you VM and branson...

Here is the adress:Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG;

Don't waste your time to Cancel via phone or chat !!!

diddlydee
Tuning in
2 years ago
It's amazing the amount of times this has happened to people - shocking. Good riddance.
- chrisunitt
  Tuning in
  2 years ago
  As more Fibre to the Premise options gets rolled out across the country Virgin Media are going to be in deep trouble. I wouldn't personally want to hold shares in them at this point as it can only go downhill from here. I think they underestimate the amount of bottled up resentment towards them caused largely by their treatment of their existing customer base over the years. As soon as lot of people get a viable high speed alternative they will take it, even if it's more expensive.
  It's a real shame because they inherited a massive technology advantage from the Telewest/NTL networks but they took advantage of this, destroying any loyalty they had from customers and will end up paying a heavy price when other options catch up/overtake their network in terms of speed.
Draganblue
Tuning in
2 years ago
Beware, for when you decide to leave virgin services..., they will impact your credit score by creating late payment on your history record (even if you are on direct debit like i was, which never failed a payment), really nasty thing they have done, just to penalise who decides leave their services!!
Remember: What goes around, comes around too.... I hope soon Ofcom, fine them for their practices...
I will ever be joining again or recommend their services to anyone!
- Kath_P
  Forum Team
  2 years ago
  Hi Draganblue,
  
  Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
  
  We're sorry to hear there has been a late payment notice added to your credit file. We wouldn't do this if you've decided to leave us. This would usually only happen if you've been late paying a bill. We are only human though and on occasions mistakes can happen.
  
  The quickest way to get this looked at is to raise a dispute directly with the credit referencing agency. They will send the information to us and we will take a look at this, correct anything that needs correcting and we then send the updates directly back.
  
  If you would prefer to raise this directly with us then in order for us to investigate this and look at things, we would need a bit more information from you. Please send a copy of your credit file to us along with the following information:
  
  ➡ Virgin Media account number
  
  ➡ Full name
  
  ➡ Contact number
  
  ➡ Account address
  
  ➡ The company that you used to view your credit file
  
  ➡ Any specific details related to the credit file enquiry.
  
  Once the team have this information, they will investigate and action any amendments within the next 14 days of receiving your email. You can send this to the following email address: creditfileamendments@virginmedia.co.uk.
  
  Keep us posted on how things go.
  
  Thanks,
Draganblue
Tuning in
2 years ago
Hi,

Thank you for contacting the Credit File reporting team.

This is an automated response to confirm receipt of your email; it has been allocated to our team to investigate.

We will get back to you within the next 21 days.

Kind regards,
The Virgin Media team

Will find out soon, if is true!!!!
- Kath_P
  Forum Team
  2 years ago
  Hi Draganblue,
  
  Thanks for coming back to us on this and updating us on things.
  
  Please keep us posted on how you get on.
  
  If you need any other support, you know where we are.
  
  Thanks,
Draganblue
Tuning in
2 years ago
This is getting ridiculus!!! , just fixed one problem, and then it comes another one ...., now i received a notification will be charge next month £65 of not returning the router hub, i had been told on the phone that i would receive a box to return the hub, i never received it, and now i receive a sms with a link to book the return hub, why they didnt sent this sms before?
i finaly booked the return for next tuesday, my question is: do will have to pay this bill even returning the hub?
- Zoie_P
  Forum Team (Retired)
  2 years ago
  Hi Draganblue,
  
  Thank you for your post and I am so sorry to hear about your experiences with us, this is not what we like to hear. I can look into this for you so will pop you over a PM. Keep an eye out for the little envelope 👀📩
  
  Thanks,
  
  Zoie
IHateVM4
Joining in
6 months ago
Forget thinking VM will action a letter. Sending a letter to their address does not trigger any action,
I connected through the chat service and they refused to acknowledge a first class letter sent on a date was as per their terms of contract. Cancellation was effective from date of contact, not letter.
First class letter service is good enough for the UK courts. But not Virgin Media.
It got to the point VM agent was refusing to accept first class service...but shifted their attitude when it was pointed out they were getting close to accusing a customer of telling lies.
And get this...VM cannot in any way stop a new occupier of the house from racking up a massive phone bill...as we have only exchanged contracts with 2 weeks to completion....leaving a window of 2 weeks in which they can ring aunty in New Zealand every day...We remain liable.
So it looks like a set of cutters will be deployed to the services before we leave.
And this is why VM are now on our s**t list never to be used. Ever. Again.
- IHateVM4
  Joining in
  6 months ago
  Bottom line - VM are enabling account fraud.
  By refusing to prevent access to services to a property that is being sold to a new home owner, Virgin Media are deliberately exposing the account to unacceptable risk. There is nothing to stop the new home owner plugging in a phone* and calling their New Zealand aunty every day.
  This really is beyond any acceptable level of customer service.
- Nathan_B
  Forum Team
  6 months ago
  Hi there IHateVM4 👋 Welcome to our forum and thanks for your post 😊
  
  Sorry to see that you've not had the cancellation processed from the date of the letter. I'll certainly be happy to take a look at this for you so I'll pop you a PM to confirm your details.
  
  Regards
  
  Nathan
  - IHateVM4
    Joining in
    6 months ago
    Hi Nathan. The primary issue is now one of VM enabling account fraud.
    The Customer Retention Team are hopeless. This is the team initially told me it was 30 days from when I contacted and there was nothing that could change this...eventually found they could honour the date from when the letter was sent. As a result I will not trust a word they say.
    Now the Retention Team are telling me there is nothing VM can do to prevent account fraud - the new home owner using the services for the 14 days between when we move out and when VM eventually terminate the contract.
    With the Retention Team's track record of not telling the truth (Nothing we can do...oh hang on...there is) then I do not believe a word they are telling me any more. No credibility.
    In practice this means the new home owner can rack up phone bills to their aunty in New Zealand...and it's all at my risk and cost.
    VM are enabling this. By confusing and conflating the two issues - termination of services and termination of contract - the account remains open to fraudulent use.
    I am reaching a conclusion that VM actually want fraudulent use on the account, knowing they can come after me and not the service user (home owner) to make sure they squeeze me for every last drop.
    In summary; I want the services to terminate on the 9th of October. That limits my risk to fraudulent use. The contract can terminate thereafter.
IHateVM4
Joining in
6 months ago
VM are content to arrange fraud against our account. By refusing to restrict the service to our existing property VM will enable the new occupier to use as much telephone services as their hearts desire.
Yet when it comes to passing any security checks to talk to Nathan...the bar is placed so high they can, at the end of a tortuous process, simply tell you that the information provided is not correct.
The process to leave VM is beyond obstructive. Its harmful. There is risk of fraud and VM do not in any way care.
Never, ever sign up with VM.
IHateVM4
Joining in
6 months ago
Get this for a joke...Nathan_B advised us to get in touch via 150. This was after 2+ hours of trying to get some form of recognition who controlled the account...including resetting the memorable word via the online account and then telling him exactly what it was.
And what did 150 tell us...
"Wait times are longer than normal. Press 1 to get a link for online help"
You really could not make this stuff up.
Yet VM do exactly that. There is a special corner of hell reserved for this rapacious and uncaring uncommunicative company.

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