I followed instructions to cancel.. I rang at 8am. The operator would not put me through to retentions saying he could help despite me asking twice to transfer.
The operator offered me a package same terms more per month then the online renewal was offering! He then did the typical I will take another look and then cut me off.
I dont have all day to waste on the phone. How do I speak to a UK operator that can help me?
This is the normal procedure. You have spoken to them and they made their offer. When you try again they will see you are still keen to renew so they don't need to drop the price. Instead they will make other offers, like increasing the speed or adding TV channels.
The only way to break out of this is to go ahead and cancel. They may come back with a better offer, or they may not. This is the risk, so only do this if you have an alternative offer from a new supplier.
If you simply wish to cancel, with no further negotiation or discussion with VM …
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://ofcomforms.secure.force.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.
Yes, +1 for the recorded delivery letter. Seems odd, but it's all in writing. I've done this for the 2 previous times I've left VM, and no doubt will do it again when the time comes to leave.
Forum TeamHi Snowdrop11 👋.
Thanks for reaching out to us, sorry to hear that you are having issues with reaching out to our retentions team. We apologise we do not have a direct UK number for us to provide you, but we can assist you via private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
Thanks.
Sabrina
