Forum Discussion

brentrobbo's avatar
brentrobbo
Dialled in
2 years ago

Leaving Virgin

I have today spent 3 hours trying to leave Virgin.  On one occasion a 'bot' thought I was looking for technical help and kept me in a loop of irrelevant questions.  On two more occasions - when I had got to the very final stage of the process - I was cut off.  There has been no attempt to call me back or email.

This is part of the reason for leaving and I sympathise with Virgin staff who are caught up in a help and support system whose processes are not fit for purpose.

If anyone reads this and can help, it would be much appreciated.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    2 years ago

    Hi brentrobbo, thank you for your post.

    We're sorry to hear you intend to leave us and about the problems you've been having doing so 😔

    Is there anything we can do to help you regarding your services with ourselves, or are you adamant you wish to cancel?

    If the latter, advice on the different ways to cancel your contract can be found in the link provided by carl_pearce.

    We'd suggest writing to us (Virgin Media, Sunderland, SR43 4AA) if cancelling by phone or online chat is continuing to prove problematic.

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • brentrobbo's avatar
      brentrobbo
      Dialled in
      2 years ago

       

      Shortly after my post, I received an email from Virgin confirming that the telephone service had been removed. The next day, I received an email asking if I was happy with my package as my contract was ‘coming to an end soon’, even though Virgin sent me an email confirming that I was out of contract several days earlier.

      Since then, I have heard nothing about my cancellation and a look at my account details on the Virgin site gives no indication of me leaving.  I understand that 30 days’ notice was needed which means Feb 12th should be my last day as a Virgin customer.

      In the absence of any communication, I have today written to Virgin (as advised above) and asked if Virgin are able to confirm

      • That my cancellation has been recorded accurately;
      • My final date as a Virgin customer;
      • Arrangements for returning the Virgin hub.

      The whole process is a ridiculous shambles.

      • Ilyas_Y's avatar
        Ilyas_Y
        Forum Team (Retired)
        2 years ago

        Hey brentrobbo Thanks for reaching out to us on the Virgin Media forums. 👋🏼

        I'm sorry to hear about the poor experience you've had in relation to the cancellation procedure. 😞
        I will assist you on this and look in to this for you, I will send a private message.

        Kind regards,
        Ilyas.