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rcrowley32's avatar
rcrowley32
Tuning in
2 years ago
Solved

Waited on hold 107 minutes to cancel - agent never put the cancellation through - must be illegal.

I tried to cancel on January 31st. I was notified that day of a ridiculous increase in price, so I asked for a cancellation. They had me on hold for 107 minutes offering various deals. I said no, I want it cancelled. My contract ends on February 23rd. The agent claimed I was notified the 21st about the price change via email. I checked my email which is Virgin and no such email exists. Said cancellation would be on March 2nd. I said “no I want to cancel for the 23rd”. We haggled back and forth. I said I was cancelling the service and my direct debit. The agent never started the cancellation as punishment. I have put in a complaint asking about the email from the 21st I never recieved and asking for an investigation into how it never got to me. I should be notified 30 days ahead of a price increase. My complaint has clearly not been read and I just get a standard response. I want to cancel. I have asked to cancel multiple times. How many more channels do I have to go through to cancel my account? I want it cancelled because of the increase which I wasn’t notified about 30 days prior. I shouldn’t have to pay the increase for an additional 10 days because the agent didn’t do what I asked and out the cancellation through. 

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi rcrowley32 

    Every bill issued by VM, and emails sent advising that the bill is ready to view online show the amount payable, the date any current discounts end, and how much you are saving... screen shot of mine below.  Those details are also shown on your contract.

    It's possible that the reminder email regarding the price increase was directed to your spam/junk box, especially if you haven't set up VM as a 'safe sender'.

    It's also possible that your contact email address is different to your VM account email address.  You can check this by signing into MY VM and going to https://www.virginmedia.com/my-virgin-media/account-settings/details 

    (Home > Account Settings > Account Details > Contact Details)

    All VM contracts are rolling contracts and don't end until you give VM your 30 days cancellation notice.

    If the agent had processed your cancellation request on January 31st then the cancellation process (30 days) would complete on 1st March (any time up until midnight). You would still have had to pay the undiscounted pricing from 23rd when your discount ends until 1st March.  The agent could have arranged to cut off your connection on 23rd February, however you would still have been liable to pay the charges for the period up until midnight 1st March.

     

     

    • rcrowley32's avatar
      rcrowley32
      Tuning in
      2 years ago

      I’m supposed to get 30 days notice of a price increase. I did not.

      • WILKO51's avatar
        WILKO51
        Tuning in
        2 years ago

        Sano i got 29 days at 1900, so i rang them the next day to cancel and was told 30 days so you will have to pay the increase for 2 days.

         

        This is after ringing 40 days prior, as per Ts and Cs saying a minimum of 30 days notice!!!

    • WILKO51's avatar
      WILKO51
      Tuning in
      2 years ago

      And VirginMedia wont accept 40 days notice, it has to be 30 days exactly which is totally unfair!!!

  • rcrowley32's avatar
    rcrowley32
    Tuning in
    2 years ago

    On day number 11 of trying to cancel my services. Got through to the cancellation team who passed me back to the retentions team. I already have Sky installed today. They have no record of my cancellation on January 31st. I have sent multiple emails over the past 11 days. Put in multiple complaints. Attempted to cancel on web chat, WhatsApp, via telephone. No one will let me cancel. They just keep hanging up or ending the chat. What do I have to do to cancel? This is a scam. Hours on hold. Hours and hours of my life wasted. I’m logging all these issues for Ofcom 

    • rcrowley32's avatar
      rcrowley32
      Tuning in
      2 years ago

      I have a recording of them hanging up on the last time because I’m saving it for proof for ofcom. 

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

        Hi rcrowley32,

        Thank you for your posts and welcome to our community forums. We're here to help.

        I'm very sorry to hear that you're looking to cancel and that you've not had a great experience when discussing this with the team. Please answer the private message I'll be sending to you shortly when you can and we'll be able to take a closer look at what's happened here.

        Thanks,

         

  • WILKO51's avatar
    WILKO51
    Tuning in
    2 years ago

    Report to ofcom as they are already investigating Virgin Media making it hard to cancel services.