I want to speak with a customer service agent but finding it extremely difficult

Hi Nezkeys79 

Thanks for posting and welcome back to the community. Sorry you feel this way. 

From what you've said, it very much sounds like we cannot pass security via memorable word characters, so are attempting to do secondary Data Protection via questions. This is legitimate and if you have not passed security, we cannot action anything on the account itself.

There are three ways to cancel;

1) Call us on either 150 / 0345 454 1111

2) Message us via Whatsapp on +44780 308 9684

3) Write to us - Virgin Media, Sunderland, SR43 4AA.

Best wishes.

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/leaving/

You can send your leaving request by post to:

Virgin Media, Sunderland, SR43 4AA

Use a first-class, tracked 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. I have found that RM ‘signed-for’ services are a dead loss these days and rarely get a signature so use a service that tracks and confirms delivery.

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://ofcomlive.my.salesforce-sites.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.

Nezkeys79, try 'Message Us' (aka Webchat) if you don't mind typing and get to Complaints team (how I got my memorable word sorted) OR you could give another shot at 0345 454 1111  and hope for a different agent - good luck!

I tried everything. My memorable password was what I was thinking it was (so I'm not insane). When I told the rep that it could be one of a few different variations and read them all out he literally read back the first one I was thinking of. I literally dread ringing the phone lines now

I now have other issues. I ended up staying and accepted another contract (1gig) and they said I would have a new router sent to me today but an "all day time slot". As of 1pm I haven't had a single piece of communication from virgin or yodel, or a delivery attempt and when I go to the link to query this they ask for my account number (which remember I don't know because I don't have paper bills). It's not on the "pre-contract" text I was sent, and it's also not on my banking app when I click on that Direct Debit. Can't even locate my account number (you need this to sign up on that Virgin 02 ID page as well). Although since I am not an 02 customer and never will be I don't know if that's necessary. I am with EE, and want to eventually have their full fibre too but it's not available in my street. Neither are any of the others offering 1Gb

I am so fed up with this. If it weren't for lots of other companies not having their full fibre available in my street I would have cancelled 100% and never looked back. Apparently I have 14 days to cancel from the day the router is delivered but they can't even get this right either as I have a feeling the whole day is gonna go by with me taking the whole day off for nothing, and I see others complaining online about this very same thing taking th3 whole day off work staying in all day and receiving nothing so clearly a pattern. If I have to ring the phone lines to query this then it's just more hassle

I'm also not recieving any emails from Virgin Media in inbox or spam, despite receiving emails from other people. There are just so many negatives to the experience it's beyond a joke. It seems like a huge co incidence that all this has happened since the 02 merger because I do not remember any issues whatsoever like this before. I am so considering cancelling and just having -100mb fibre with EE until EE roll out their service in my street. That could be anything up to 12 months according to their website though. Even after all the hassle I went through yesterday they are still making it incredibly easy to dislike their company and want to leave already

On the phone again because the router hasn't arrived (been in the house from 8am until 4pm), and had zero communication today from Yodel or VM. Every option I select on the phone goes back to the main menu, or a text is sent with a link and the call ends, despite the automated voice saying "don't worry you can still speak with one of our team". This is absolutely shocking. 30 mins in circles not connected to a real person.

Also I downloaded the virgin media app but it just redirects to that Virgin02 thing and I have to link my VirginMedia Account but without knowing what my account number is (or account area which is a bunch of numbers) I can't proceed. I asked for this info last time to avoid this and he wouldn't give me it saying it was in the contract text I got but it isn't 

What on earth am I supposed to do. I don't even want to stay with this company any more 😒 the anxiety and blood pressure is through the roof