Forum Discussion

PieJesu's avatar
PieJesu
On our wavelength
11 months ago
Solved

How To Cancel Virgin Media

Hello to everyone.

Any tips or tricks on how to cancel Virgin Media ?

After being with them since they started as Southwestern Bell, I

have finally decided that I am tired of struggling with rising prices and

reduced customer service.

I understand it can be a difficult process to leave, so any help would be appreciated.

Take care and many thanks,

 

  • Write to:

    Virgin Media,

    Sunderland

    SR43 4AA.

    Send recorded delivery.

    Make sure you include your account number, home address, full name and contact number in the letter.

     

  • unisoft's avatar
    unisoft
    Knows their stuff

    Write to:

    Virgin Media,

    Sunderland

    SR43 4AA.

    Send recorded delivery.

    Make sure you include your account number, home address, full name and contact number in the letter.

     

    • Jayleen's avatar
      Jayleen
      Dialled in

      What happens if you don't have a contract number?

    • PieJesu's avatar
      PieJesu
      On our wavelength

      I had already found that page but after reading others bad experiences, I thought I would the question 😀 

      Notice periods seem to be a problem for many people....

      • PieJesu's avatar
        PieJesu
        On our wavelength

        Just an update.

        I cancelled Virgin Media to finish on 16 May 2024.

        Virgin Media have now billed me in full from 17 May until 16 June.

        This is why I asked for any tips when leaving Virgin Media.

         

  • PieJesu's avatar
    PieJesu
    On our wavelength

    Hi Alex_Rm

    When do VM send the "final bill" ?

    Why is none of this documented in any correspondence ?

    Thanks for your input.

     

    • Lee_R's avatar
      Lee_R
      Forum Team

      Thanks for getting back to us PieJesu 

      Sorry for any confusion.  The final bill would be sent out shortly after the account fully disconnects.  The reason we continue to bill in advance, is because you'd be surprised by the number of "last minute" adjustments we get asked to make around a cancellation.  Be it extending the disconnection request or even stopping it altogether.  We can pass on your feedback about communication to the relevant teams.

      Regards

      Lee_R

  • 'If it turns out you’ve got some credit on your account, we’ll pop that amount on a cheque and send it to you in the post.'

    So I tell you what we can cancel our direct debit with you and if there is some debit on our accounts, we'll pop that amount on a cheque and send it to you in the post.

    Seems fair to me.

  • Thanks for posting this @PieJesu,
    I'm about to cancel my account after 12 Years.
    The Ofcom link is also helpful.

    I hope you get your advance payment back quickly.

    I understand that pending charges can take time to reach billing,
    and the vendor may want to hold some money against that.

    However, if there are no services on an account which could generate
    pending charges, I'd expect advance payments to be refunded quickly.

    My account has broadband and a phone line which is never used, so
    I'll be keen to see how long things take to 'finalise'

    All the best to everyone struggling with this stuff which is made much
    more challenging than it need be.

    • PieJesu's avatar
      PieJesu
      On our wavelength

      Thank you to everybody who posted information.

      Just a quick update.  My account finished to day with Virgin Media.  On the same day they have taken a full month's charges from my account to cover the next month.  When I spoke to a lady at VM she could not understand why I disagreed with this.  I informed her of the conversation I had with another person at VM regarding this might happen and that I was told "you will not have to pay that bill".  She just didn't seem to understand why I was querying the money VM had taken - for a full month's service that I have cancelled and as a result, can not be used.

      You couldn't make this up.

       

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)

        Hey PieJesu,

        With this as we will in advance the system is automatic, as you have now had this payment taken, this should get retuned to you once you get your final bill through which should come through shortly.

        Joe

  • goslow's avatar
    goslow
    Alessandro Volta

    VM's own timescales say you should be refunded within 45 days of your disconnection date

    https://www.virginmedia.com/support/help/billing-and-payment/bill-explainer/my-final-bill-explainer

    If your disconnection was 16/5/24 that takes it up to 30/6/24 for VM to refund you

    Have you received a final bill yet from VM?

    Hopefully you have submitted your experience to the OFCOM investigation into VM cancellations

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

    there is an email address and case ref no. at the bottom of the page above