Forum Discussion

BobM111's avatar
BobM111
On our wavelength
6 months ago

I plan on cancelling my contract. When is best time?

My current contract expires on 4th Oct 2024 and I plan on cancelling after 35 years with Virgin (Telewest when I started). I wanted to know best time to cancel (30 days notice) without incurring further charges after my bill from Sept till October. The price of my current package rises significantly after that and as my wife and I are in our 70's, it is just not affordable. I have sourced another package from another provider and will be sorry to leave Virgin, but it is what it is.

Reading other customer posts regarding cancellations, it seems Virgin should be looking at other ways of dealing with bills at end of contracts. Charging customers after their contract has finished, ( I know bills are a month in advance ) then refunding them seems rather harsh to me as it can be a substantial sum sometimes. Anyway, I look forward to any advice given. My thanks in advance...

  • Derwentmailman's avatar
    Derwentmailman
    6 months ago

    Ring them up 30 days before your contact finishes i.e. 4th September and best time to ring them is 8am.

  • Derwentmailman's avatar
    Derwentmailman
    Up to speed
    6 months ago

    Ring them up 30 days before your contact finishes i.e. 4th September and best time to ring them is 8am.

    • BobM111's avatar
      BobM111
      On our wavelength
      6 months ago

      Thank you for your reply. As you can see, retaining customers isn't VM strong suit.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        6 months ago

        I am sorry to hear this, are you leaving because of the price or the deal you are on isn't working for you anymore?

        Have you taken a look here to see what offers we may have for you? 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    6 months ago

    Hey BobM111, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about this.

    As mentioned we would need a 30 day notice.

    If you wish to give your 30 days’ notice you can do it  by just sending a WhatsApp with a description of the cancellation to 07803089684 or you can send a letter to Virgin Media, Sunderland, SR43 4AA. 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        6 months ago

        Not if you are out of contract no, however if you was in contract then yes.

    • parrea's avatar
      parrea
      Joining in
      4 months ago

      Oh yeah. Use WhatsApp. Get into a permanent loop of waiting for an hour, passing security checks, being told by the "agent" that they can't off you a better deal and they'll pass you to someone who can, then the bot takes over and puts you back in the loop. Doesn't matter if all you want to do is cancel. It's an utterly disgraceful example of customer "service".

      • goslow's avatar
        goslow
        Alessandro Volta
        4 months ago
        parrea wrote:

        Oh yeah. Use WhatsApp. Get into a permanent loop of waiting for an hour, passing security checks, being told by the "agent" that they can't off you a better deal and they'll pass you to someone who can, then the bot takes over and puts you back in the loop. Doesn't matter if all you want to do is cancel. It's an utterly disgraceful example of customer "service".

        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 your disconnection happens during a minimum term period VM may charge you early disconnection fees.

        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.

  • Trebor87's avatar
    Trebor87
    Tuning in
    5 months ago

    My 18 month contract started on the 10th of the month, does my contract end on the 9th or 10th of the month after 18 months, as the 10th could be taken as 18 months and 1 day even though activation was not until pm of the 10th.

    Thanks