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jenfamily1's avatar
jenfamily1
Dialled in
24 days ago
Solved

Leaving Virgin Media

We are going to be trying to move shortly plus my contract with VM ends in early March and I don't want to renew it. In simple terms how do I leave VM? Can I write or phone VM & use an option if there is one 'thinking of leaving VM' How much notice do I have to give ? ( sorry to be so ignorant but I've been with VM for about 15 years and am not a well person now & don't know the procedure nor have a smart phone with an APP, It's probably in their contract somewhere if  I can find it) Does a VM tech come to my home to uninstall /  collect their Hub & the 3 Tivo boxes I have? I'm not at all tech savvy and wouldn't know which cables need disconnecting  or how to disconnect them! Naturally I could cancel my direct debit with my bank but I don't want VM chasing me afterwards if there's something I should have done!

Many thanks

Steve

  • jpeg1's avatar
    jpeg1
    14 days ago

    You said in your first post that your contract "ends in March" . If that was March this year you can give 30 days notice as soon as you like. 

    But if your contract runs until March next year, VM will not let you leave until then unless you pay them a substantial penalty, effectively the rest of the outstanding monthly payments. 

    Whatever you decide, do not cancel the direct debit, or VM will make life very difficult for you. 

7 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    24 days ago

    Hi Steve,

    First things first. You say you have a hub and 3 tivo boxes.   That is incorrect, you don't have tivo boxes.  You either still have 3 V6 boxes, or you have TV360 boxes.  The original tivo boxes don't need returning when you cancel, however both the V6 and TV360 boxes need returning along with your hub.  (You had a number of posts around 5/6 months ago about the process of moving from V6 to TV360)   TV360 boxes have a remote control with a voice button.

    To cancel you can either use the OTS  (One Touch System) to leave as explained by Ofcom

    https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here

    Or you can give VM a minimum of 30 days notice (60 days maximum)  as explained on the following page https://www.virginmedia.com/help/leaving

    VM don't come to your home to uninstall the equipment, you do that yourself. As part of the cancellation process VM will send yuo returms packaging around 10 days after the account is closed.  You can either return the requested equipment in the returns packaging via your nearest local Yodel pick up point, or a local O2 shop.

    The following page shows the equipment that needs returning, along with additional links to request packaging or print out your own returns label.

    https://www.virginmedia.com/help/return-or-recycle-equipment

    • jenfamily1's avatar
      jenfamily1
      Dialled in
      23 days ago

      Thank you Yes I got mixed up. I have 3 V6 boxes. I didn't change to TV360 after all. How do I find those older posts  and those from 5 /6 months ago? This particular post is listed under' Managing your account' but just shows your & japitts replies. Since the forum format has changed and I haven't used it much I can't find my way around!

    • jenfamily1's avatar
      jenfamily1
      Dialled in
      23 days ago

      I clicked on my profile & saw contributions and this shows older posts so now think I know where to find them.

    • jenfamily1's avatar
      jenfamily1
      Dialled in
      14 days ago

      Hi newapollo

      Sorry, on the link you sent me 'help / leaving' I can't find information re: the '60 days maximum' notice. Presumably I can tell virgin I want to leave 2 months beforehand? I suppose I could look it up on the terms & conditions but there's a lot to trawl through!

      Thanks

      Steve

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        14 days ago

        You said in your first post that your contract "ends in March" . If that was March this year you can give 30 days notice as soon as you like. 

        But if your contract runs until March next year, VM will not let you leave until then unless you pay them a substantial penalty, effectively the rest of the outstanding monthly payments. 

        Whatever you decide, do not cancel the direct debit, or VM will make life very difficult for you. 

  • japitts's avatar
    japitts
    Very Insightful Person
    23 days ago

    my contract with VM ends in early March and I don't want to renew it

    This is another popular misconception. The only contracts that expire & need renewing are fixed-term ones. VM's contracts, in common with the rest of the UK telecoms industry, have ongoing rolling contracts with a minimum-term.

    It's that minimum-term that many users confuse with "contract end".