After more than 25 years with Virgin I have decided to leave after very bad treatment, too long to going into details but I had to involve the ombudsman who was unable to resolve the problems, so I am leaving, ending all virgin services including my O2/virgin mobile which I've had for well over 30 years, I am having absolutely nothing to do with virgin at all and will never return.I posted my 30 day notice letter last week, 1st class recorded signed for service, Virgin received it on Tuesday last week (13th Aug). In my letter I requested a letter to confirm my services are ending with the end date and amendment of my bill. A week on, I have not received anything from Virgin, which I'm not too suprised about but does anyone think I should chase for confirmation or just leave it because I have the proof virgin received my letter? I have already booked my install with my new broadband supplier.

After almost 25 years I'm leaving VM too. After years of repeatedly having to haggle and threaten to leave to get a halfway decent price each time my contract came to an end, the competition has arrived in my area with 3x the speed for less than half the price I was paying and almost 1/3 of the out of contract price VM quoted in their recent reminder letter.The competition's offer was too good to ignore.So, I called VM, selected the "I want to leave" option in the IVR system and spoke to an agent who processed my request there and then. I received a cancellation acknowledgement email around an hour later.My new 1Gbps service is installed and up and running with minimal fuss. As was already using my own router, the switchover was as simple as unplugging a cable and moving it to the new fibre interface.After almost 25 years, I'm kinda sad to be leaving, but VM have shot themselves in the foot by treating their customers this way and - at least so far - ignoring the fact that the market has shifted and the competition is after their customers with a faster and cheaper offer.

@unisoft: I did ignore it. I'd already opened an account supplying more for less with another provider.The fundamental problem is that for many years VM had a virtual monopoly if you wanted anything above 100Mbps so they could - and did - charge almost what they liked.In my almost 25 years with them (and their predecessors) I went from a package with phone, all the TV channels bar the premium ones and broadband internet all the way down, in steps, to nothing. Gradually I got rid of the phone (in favour of a SIP VOIP model that uses the broadband directly), then the TV (too many channels to possibly watch) and now finally the broadband. The broadband was the last to go because until recently there were no competitors in my area that could offer better speeds. Now there are. For example I can now get 1Gbps for £26 with Community Fibre, against my last VM contract at £40 for 350Mbps (achieved only after much haggling and threatening to leave) and an out of contract price of more than £60! I've had CF since mid July and it's not hiccupped once. So this month my journey with VM comes to an end. It was a no-brainer really. I got fed up with having to threaten to leave every 18 months to get a halfway decent price. A business that treats its customers as gullible fools unless they regularly complain about the cost and threaten to leave is borderline unethical. It doesn't deserve my business and now I have an opportunity to vote with my wallet, it hasn't.

Hi telbea Thank for posting, welcome back to the community. Sorry to hear of this experience and that you are leaving us. We don't normally send out cancellation confirmation but I will send you a PM now to investigate this and advise accordingly.

telbea wrote:After more than 25 years with Virgin I have decided to leave after very bad treatment, too long to going into details but I had to involve the ombudsman who was unable to resolve the problems, so I am leaving, ending all virgin services including my O2/virgin mobile which I've had for well over 30 years, I am having absolutely nothing to do with virgin at all and will never return.I posted my 30 day notice letter last week, 1st class recorded signed for service, Virgin received it on Tuesday last week (13th Aug). In my letter I requested a letter to confirm my services are ending with the end date and amendment of my bill. A week on, I have not received anything from Virgin, which I'm not too suprised about but does anyone think I should chase for confirmation or just leave it because I have the proof virgin received my letter? I have already booked my install with my new broadband supplier. On this simple, online form, please let the regulator OfCom know about your experience of cancelling. You would think you would get confirmation by email or letter. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

My colleague has sent a DM to look into this, please do not worry.

Leaving after more than 25 years | Virgin Media Community

John_GS
Forum Team
5 months ago
Hi telbea

Thank for posting, welcome back to the community. Sorry to hear of this experience and that you are leaving us. We don't normally send out cancellation confirmation but I will send you a PM now to investigate this and advise accordingly.
unisoft
Knows their stuff
5 months ago
telbea wrote:
After more than 25 years with Virgin I have decided to leave after very bad treatment, too long to going into details but I had to involve the ombudsman who was unable to resolve the problems, so I am leaving, ending all virgin services including my O2/virgin mobile which I've had for well over 30 years, I am having absolutely nothing to do with virgin at all and will never return.
I posted my 30 day notice letter last week, 1st class recorded signed for service, Virgin received it on Tuesday last week (13th Aug). In my letter I requested a letter to confirm my services are ending with the end date and amendment of my bill. A week on, I have not received anything from Virgin, which I'm not too suprised about but does anyone think I should chase for confirmation or just leave it because I have the proof virgin received my letter? I have already booked my install with my new broadband supplier.

On this simple, online form, please let the regulator OfCom know about your experience of cancelling. You would think you would get confirmation by email or letter. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.
https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring
- Matthew_ML
  Forum Team
  5 months ago
  My colleague has sent a DM to look into this, please do not worry.
Geoff_H
Up to speed
5 months ago
After almost 25 years I'm leaving VM too. After years of repeatedly having to haggle and threaten to leave to get a halfway decent price each time my contract came to an end, the competition has arrived in my area with 3x the speed for less than half the price I was paying and almost 1/3 of the out of contract price VM quoted in their recent reminder letter.
The competition's offer was too good to ignore.
So, I called VM, selected the "I want to leave" option in the IVR system and spoke to an agent who processed my request there and then. I received a cancellation acknowledgement email around an hour later.
My new 1Gbps service is installed and up and running with minimal fuss. As was already using my own router, the switchover was as simple as unplugging a cable and moving it to the new fibre interface.
After almost 25 years, I'm kinda sad to be leaving, but VM have shot themselves in the foot by treating their customers this way and - at least so far - ignoring the fact that the market has shifted and the competition is after their customers with a faster and cheaper offer.
- Kath_P
  Forum Team
  5 months ago
  Hi Geoff_H,
  
  Thanks for taking the time to let us know. We're really sorry to hear you've left us.
  
  We always take on board the feedback we receive in the posts via the community so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.
  
  Good luck with your new provider.
  
  Thanks,
  - Geoff_H
    Up to speed
    5 months ago
    Hello Kath_F
    But the saga continues... My actual leaving date is 13 September.
    On 4th September I was sent the following message:
    "We have been trying to get in contact with you regarding your pending disconnection. We would love to discuss a fantastic offer with you that opens up a £19 broadband deal or up to £100 bill credit..."
    Far too late to do any good. In any case, unless that was for 1Gbps service I wouldn't be interested anyway.
    Then on 10th September I was sent a bill (dated 9th Sep) for £60.91 for service from 16 September to 15 October! I will have already left by then and so this bill is completely invalid and should never have been produced.
    I tried calling customer services but when I selected "Account queries" on the IVR it informed me that I'd been sent a link to my mobile and promptly dropped the call. This happened twice. The third time I selected the "I want to leave" option and finally spoke to Emily, who assured me that the bill would be cancelled and that she had set the charges to zero. However, it still appears to be sitting in my account at the original amount.
    I pay by DD, so I fear that on 24th Sept this will be still deducted from my bank account.

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