Forum Discussion

SteveAldous's avatar
SteveAldous
On our wavelength
17 days ago
Solved

How to cancel an add-on

I also have this add-on. I can't find any mechanism on the app or on the web to deactivate this subscription. How do I find the link that allows me to cancel an add-on? Thank you

  • SteveAldous's avatar
    SteveAldous
    7 days ago

    My issue is now closed but I want to highlight the poor service provided by VM.

    I responded to VM’s offer to “Pick and mix your entertainment every month“ by taking out a one month subscription to TNT Sports on April 16.

    Because I only wanted one month, after taking out the add-on online, I called VM customer services to request that the add-on did not renew after a month. It took 40 minutes to get through to someone who said he couldn’t help me and I would need to call back 2 days later. My argument that I was giving him an instruction and should not need to go through the process again was brushed off.

    After two days I made a number of unsuccessful attempts to get through to VMCS but as I was at work, I was unable to hold long enough to get through.

    I turned to the message boards on April 19 and it was suggested that I used WhatsApp. I did this on April 20 and my message was ignored.

    The thread was eventually picked up on April 28 and I was given a DM address to respond to. This process started before 10AM that day and was not resolved until 8PM. 10 hours of constant hoop jumping, periods of no activity, being told that I had failed to give adequate notice to cancel my add-on after a month etc. By the end of the process I had clocked close to 5 hours of time to simply cancel an add-on after a month.

    If I use (say) NOW TV – click to add a service, click to delete a service

    If I use VM, click to add a service, lose the will to live to delete a service.

    I will certainly never use VM add on services again.

11 Replies

Sort By
  • japitts's avatar
    japitts
    Very Insightful Person
    17 days ago

    Duplicate posts in other threads have been deleted - you only need post once with a query.

    As a general rule, downgrades and cancellations can't be done via web self-service or TV box menus - you need to call in to do these.

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    17 days ago

    Thanks for reaching out to us SteveAldous.

    To request a cancellation of an add-on or a service you would need to call our team on 0345 454 1111 or 150 from a Virgin Media landline phone.

    Thanks,

    David_Bn

    • SteveAldous's avatar
      SteveAldous
      On our wavelength
      17 days ago

      Thanks David - just wondered why Virgin don't include this as an option on the web or the app. Calling Virgin is so draining as it is often a long wait for a reply. ( I could offer some sarcasm here and say actually I realise why Virgin make it easy and quick to add a service but as difficult as possible to cancel it)

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        16 days ago

        Thanks for getting back to us SteveAldous

        Have you had an success getting through to the relevant team? Other contact options that you may wish to try are:

        Facebook: https://www.facebook.com/virginmedia
        WhatsApp: +447305 327 112
        X - formerly Twitter: https://twitter.com/virginmedia.

        With the Facebook/X options, our team once they've seen your public post, can invite you to join them privately, take some details and assist you with your request.

        Regards

        Lee_R