Is it impossible to cancel Virgin Media?
I'm trying to cancel my Virgin Media broadband package and it just seems all but impossible, from the first issue of finding anywhere on this website to actually click a link to cancel it to now being able to speak to someone on the live chat who are insisting on this "memorable password" which I've changed on the account asobviously you would forget something that you set up once 24 months ago but they still wont accept that it's changed and apparently this is the single defining piece of evidence that I'm the account holder and so now can't cancel.
Not that I am logged into the account online, that I'm logged into the email account associated with this account, not that I AM the registered account holder at the top of the contract, not that I can see every payment I've made to VM over the last 2 years. No, the only defining thing that will let me cancel this package is a code I made up over the phone 24 months ago that apparently can't be changed.
Can anyone recommend my next steps? Is there a place I can seriously send a complaint? I feel like I'm going to be stuck paying for this "service" for the rest of my life unless I just cancel the Direct Debit...
Don't cancel your DD. That usually backfires on the customer when VM instigates its debt recovery processes.
Are you moving to another provider via the one touch switching process? If so, your new provider should deal with the VM cancellation.
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.
While waiting for a VM forum team reply (usually takes a few days on here) ...
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.
