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Julia333's avatar
Julia333
Tuning in
2 years ago
Solved

Virgin are making it impossible to cancel!

Due to obscene price increases, I've been desperately trying to cancel my account via your phone lines. Despite endless hours lost yesterday and today being passed from pillar to post and having to listen to VM's horrendous background 'music' - all in vain, I give up and hereby inform you that I am giving you my 30-day notice to leave.
Please kindly acknowledge both here and in email that you have seen my message and accept my cancellation.  
 

fat chance
  • Vikki_M's avatar
    Vikki_M
    2 years ago

    Hi Julia333

     

    Thank you for your post and welcome to our community.

    I am sorry you have been unable to discuss this over the phone.

    I will send you a private message now so we can take a further look for you.

    Please look out for the purple envelope in the top right of the page and pop back to me when you can.

62 Replies

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  • cje85's avatar
    cje85
    Wise owl
    2 years ago

    You can't give notice via the forum. 

    If you can't get through on the phone you can send your notice in writing to:

    Virgin Media, Sunderland, SR43 4AA

    Ofcom are currently investigating VM due to the difficulties customers are having with cancelling so you may like to let Ofcom know about your experience. They won't intervene in any way but it may help their investigation.

    https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

    • Julia333's avatar
      Julia333
      Tuning in
      2 years ago

      Okay, many thanks. It seems ludicrous that VM doesn't offer an email option for cancellations when phone options aren't working, but there we are - another reason to leave Virgin - extremely poor customer service. Thank you at least for your assistance. 🙂 

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        When you write in to give your 30 days notice, use a first class, signed-for delivery service.

        This will give you a date and time of delivery which will help to minimise any VM 'confusion' in processing your cancellation instructions.

    • lozzytee's avatar
      lozzytee
      Joining in
      2 years ago

      Just done this. It shouldn't be this hard to cancel a service! Here's what it took me to cancel mine (and I have to check back in a few days' time to confirm the cancellation really has gone through!:

      - 3 hours of waiting on the phone several times
      - 2 hours waiting on WhatsApp
      - 1.5 hours waiting on Virgin Media webchat.

      Even after that, the rep I spoke to was unable to confirm if my contract is definitely cancelled and asked me to contact back in a few days to double check. Awful process - completely time wasting which is also going to cost me extra paying for a service I no longer need. This doesn't sound like fair trading to me

    • Julia333's avatar
      Julia333
      Tuning in
      2 years ago

      Thank you. I might try that as well (I've posted my letter to them this morning). 

    • lozzytee's avatar
      lozzytee
      Joining in
      2 years ago

      Thanks for this tip. Instead of waiting on the phone for hours, I waited online for hours which was easier to monitor while I was working. After 2 hours waiting on Whatsapp I finally got through to a representative. What a carry on.

  • brightonjohn's avatar
    brightonjohn
    Fibre optic
    2 years ago

    What happens if you wite to them (recorded delivery) and then cancel your direct debit?

  • dnpark38's avatar
    dnpark38
    Knows their stuff
    2 years ago

    If you do that what about the balance of your account?

    I doubt if you are wanting your landline number porting VM won't release it.

  • dnpark38's avatar
    dnpark38
    Knows their stuff
    2 years ago

    I got confirmation messages, If you haven't assume you failed to cancel I would say.

    One message giving date of phone turn off.  The other confirming the end of 30 day notice and saying I'm paid up and no more to pay.

  • julietatete's avatar
    julietatete
    Just joined
    2 years ago

    I am having the same issue. I tried to cancel today and besides of waiting for hours on the phone, and speaking with lots of people I couldn't do it... They keep transferring me saying that they don't know what I want to do. (???)
    I have been a client for almost 3 years, and they said that if I leave I have to pay £288???????? What is this??

    Please someone help me canceling the plan as I am moving abroad... To set up the plan, 5', to cancel, they make it impossible. This is not only unfair but also ILEGAL...

    Please anyone from this horrible company there?????

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 years ago

      Hey julietatete, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

      I have taken a look and I can see you've spoke to the team about this, did they manage to get this resolved for you?  Cheers 

  • Boneywoney's avatar
    Boneywoney
    Dialled in
    2 years ago

    Virgin are notorious for making it almost impossible to cancel a subscription.  According to The Telegraph dated 24th August 2023 the company is being investigated by the telecoms regulator because of their appalling after sales service but don't pay much heed to that as with most of these regulators no matter what industry it is in the UK they are invariably the very people they are regulating.  Virgin say you can cancel by calling 0345 454 1111, by using its chat bot or writing to them at Virgin Media, Sunderland, SR43 4AA  I've tried all three to give one months notice, the chat bot was hopeless, phoning also, ages to get through then being kept on the line for over thirty-five minute and ended up cutting the call. I wrote first class on the 8th September, not a peep and another direct debits gone through for another month. The newspaper article says they will reply within 48 hours to any complaint, I nearly fell off my chair when I read that one.  The actual broadband and mobile service is excellent but they fall down on aftersales and always have in all the time I have been with them, which was when they first started it must be 20 plus years ago when they swallowed up NTL  I'll be cancelling my monthly direct debit today, their equipment is here for them to collect otherwise it will go in the bin.

    • Boneywoney's avatar
      Boneywoney
      Dialled in
      2 years ago

      4th October Still no reply not even a confirmation of receipt of my letter.  Abysmal service and they say on their website they will reply within two days.

  • Boneywoney's avatar
    Boneywoney
    Dialled in
    2 years ago

    Update:  Nothings happened bar trying again to speak to someone rather than a WebBot that tells lies and being passed from pillar to post on a phone, held on hold for 8 minutes no one there.   Tried again, time spent getting through and being held waiting for an assistant rather than a machine, almost 2 hours.  Will write again, recorded delivery but as far as I'm concerned they have had over a months notice and with the latest payment takes me up to 8th November, after that their equipment is ready to be collected.  A sad ending to over 20 years of loyalty subscription.

    • Alex_RM's avatar
      Alex_RM
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Boneywoney,

      Thanks for posting, and very sorry to hear of the experience you've had. Disconnections are not something we deal with via this forum, however I've popped you over a private message just to confirm a few details with you.

      Alex_Rm

  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Julia333 thanks for getting back to us.

    Sorry to hear of the issues you've had with getting your services cancelled. I can see that you've been liaising with my colleague Victoria.  If you need any further assistance, please do get back to us.

    Regards

    Lee_R

  • PBou's avatar
    PBou
    Dialled in
    2 years ago

    Same problem prices doubled after first 18mth , then if I want to downgrade I'm told it will cost me more.
    Virgin are treating existing customers as "Cash Cows"

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

      Hi PBou,

      Thanks for posting on our community forums. We're sorry that you feel this way, our team will always offer you the best existing customer deal available at that time including any promotions. These deals do change regularly so a more suitable deal and price may become available in the future. 
      Unfortunately, new contract deals, or package changes are not something we deal with from our community forums.

      Have you spoken to our retentions team to see what alternative package deals are available to you. Call our team on 150/0345 454 1111 or use our WhatsApp messaging service on 0730 532 7112. Our team will be more than happy to discuss alternative packages that may suit your needs better.

      You can also check the link here https://virg.in/existing for existing customer deals.

      Kind regards Jodi. 
       

       

       

      • spell's avatar
        spell
        Knows their stuff
        2 years ago

        The advice from Goslow regarding cancelling by post is undoubtedly correct - once the letter is signed for it constitutes proof of cancellation. VM has managed to swerve attempts at cancellation by the not so subtle methods of just blatantly ignoring phone requests or just hanging up.

        I am sure they are pul!ing their hair out as management look for a way round a recorded delivery letter (claiming It must have got lost after receipt - similar to solicitors letters - has been tried and failed).

        It certain!y shows the contempt they have for their customers and also the ineffective Ofcom enquiry into this very subject.