Forum Discussion

Mancitymike's avatar
Mancitymike
Joining in
23 days ago

How come virgin seem to make it so difficult to cancel your subscription

Virgin make it so difficult  to cancel your subscription 

  • Mr_K's avatar
    Mr_K
    Knows their stuff
    22 days ago

    Written,  tracked delivery letter to the Sunderland address is the only way to be certain. You shouldn't have to do this,  but VM have the worst CS on the planet. In fact they've won awards for it .... https://www.which.co.uk/news/article/virgin-media-named-worst-major-broadband-provider-for-customer-service-aQwVk5g0Tdc4

  • newapollo's avatar
    newapollo
    Very Insightful Person
    23 days ago

    Hi Mancitymike 

    Which methods have you tried?

    The quickest contact method is by calling either 150 from a VM landline, or 0345 454 1111 from any other phone, options 1,4 and 4 (thinking of leaving) call around 8am if possible when lines first open and are least busy.

    You can also speak to the team on WhatsApp on 0780 3089 684 but this method can take 4 to 6 hours as phone calls take priority..

    You could also try the live messenger chat

    https://www.virginmedia.com/help/leaving 

    Also, as indicated on that page, you can use good old snail mail.

    Write to Virgin Media, Sunderland, SR43 4AA, including your name, address and account number. Send it by registered (signed for) post.

    Or you can contact VM on Social Media by either messaging 

    Facebook: https://www.facebook.com/virginmedia  or Twitter: https://twitter.com/virginmedia

    Or you can use OTS (One Touch Switching) if moving to a different provider see

    https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-landline/

    • Mancitymike's avatar
      Mancitymike
      Joining in
      23 days ago

      Cheers tried all of that but couldn't  remember memorable word so got cut off saying they cannot  do it sent me a recent  bill and said info is on there. So go back and said you've  had to many attempts so come back tomorrow that was on the phone last one. So it will be a 1 touch and move to sky me thinks..

      • Kath_P's avatar
        Kath_P
        Forum Team
        23 days ago

        Hi Mancitymike, 

        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 you've had some issues cancelling your services. I can see that newapollo has provided the ways you're able to cancel. In terms of security, this would be required, regardless of which method you use. It is very strict and the process needs to be followed. 

        If you've forgotten your memorable word or failed to provide the correct characters, we'd try passing security with questions instead. If you're unable to pass this way, we can send a memorable word reminder in the post. 

        Let us know if you have any further issues so we can help further. 

        Thanks,