Forum Discussion

Doctordidge's avatar
Doctordidge
Joining in
2 months ago

Leaving Virgin - New Area not Covered

Hi

I am leaving Virgin as  VM do not cover my new postcode.  I contacted VM by chat and  they have set the disconnection date as 15 March despite me advising the agent that  I cannot set a date until the exchange/ completion dates are known.

I have tried contacting VM via chat with the cancellation reference [given to me by VM] to change the  cancellation date to early April.  The chat is run by what seems to be a mixture of offshore/ AI and is not  satisfactory.  I keep getting fobbed off that I will receive an email with the new date.  So far, I have received  the same email with the same cancellation date - 15 March  and we risk getting cut off before we move which would be catastrophic as  buying/ selling seems to be all electronic.  Any advice?  I will try speaking to a human though that seems to be fraught with difficulties according to other. community threads

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi Doctordidge, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're moving to an area that's not covered by Virgin Media. We're not able to set up a cancellation so far in advance of April I'm afraid. The best thing to do would be to cancel the disconnection on the account so your services do not go off before you're ready for them too and then reach back out to the Movers Team when you have a completion date. The team will then be able to go through the disconnection process with you again to ensure the services end on your required date. 

    There is a 30 day notice period so please bear that in mind too. 

    Many thanks,