Trying to close account for 3months!

Question

I have attempted to close my account with yourselves since 6th February when I moved out of this address on the account, yet the account is still active as of the 23rd may 2025

I have rang several times and I’ve asked for a final bill so that I can make this payment and have the account closed. I have been told on several occasions from your guys and your customer service team that this has been done, but I have not received any email. All I keep receiving is bills for the previous months, I have rang and spoken to Grace, Erica, John and plenty of others whose names I have not managed to take down For this still not to be resolved. I have been given excuses that there has been tech issues to why these emails have not been sent to myself and every time I get told I’ll be put through to a senior manager the phone then gets cut off.

all I want to do is get my account closed! As I cannot keep paying for something I’ve not used and for some where I do not live!

Cardiffman282 · Answer

Do please let Ofcom know all about your cancellation experience with VM https://www.ofcom.org.uk/make-a-complaint/complain-about-mobile-phone-or-internet-services&nbsp;

goslow · Answer

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.

Submit a DSAR to get evidence of all the times you have tried to cancel previously. Do this quickly as phone calls are only held for 180 days

https://www.virginmedia.com/help/dsar

Submit a complaint to VM regarding the excess fees you have paid as a result of VM failing to cancel

https://www.virginmedia.com/help/complaints

VM will very likely fob off your complaint after which you can escalate to the ombudsman to recoup your money

https://www.commsombudsman.org/our-process

While waiting for a VM forum team reply on here ...

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.

John_GS · Answer

Hi katie148&nbsp;
Thanks for posting and welcome to the community.
Very sorry to hear of this cancellation experience.
I'll send you a PM now to assist further.

Forum Discussion

Trying to close account for 3months!

3 Replies

Related Content

Account Issue

Account - Cable

Email Account Cancellation

Transfer of Account

NTLworld account