We routinely see topics on here where customers have great difficulty downgrading and reducing services at renewal.
If you are looking for broadband only, start looking into pricing from other suppliers and use that as your benchmark when talking to VM.
If VM plays silly games in obstructing you, put in a cancellation of all services and move to a different supplier.
We have seen numerous reports on here that a sensible renewal offer from VM only comes after you have put in a cancellation (but if you do cancel you must be prepared to follow through and leave if necessary as retention call-backs from VM are not guaranteed)
You can cancel your services by post as per info below
https://www.virginmedia.com/help/leaving/
You can send your leaving request by post to:
Virgin Media, Sunderland, SR43 4AA
Use a first-class, tracked 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. I have found that RM ‘signed-for’ services are a dead loss these days and rarely get a signature so use a service that tracks and confirms delivery.
If your disconnection happens during a minimum term period VM may charge you early disconnection fees.
While waiting for a VM forum team reply ...
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://ofcomlive.my.salesforce-sites.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.
