Constantly being messed about by your absolutely abysmal customer service staff.
My contract is due for renewal on 18th of October.
I do not want this to happen. I want my contract to end on that date.
WHY IS THIS SO HARD?
Is it a language barrier?
I've left VM twice before and used the tried method as noted by newapollo i.e. in writing.
Use a Signed For, Recorder Delivery letter and post to Virgin Media, Sunderland, SR43 4AA
Included all relevant information, name, address, account details etc. and date of termination.
I've never had any problems using this method. Good luck!
Forum TeamHi EckUK1,
Thank you for your post. I'm very sorry to hear you have had issues with not renewing in October.
We do usually recommend contacting 30 days prior to the end of an agreement so a disconnection can then be processsed.
^Martin
When you join VM, you enter a permanent contract which only ends when you give notice to cancel. It will be your minimum term period that ends in October (most likely along with certain discounts).
It has been regularly stated on here in the past that the most notice period you can give is 60 days. The claim that this might vary depending on who you speak to is just a typical inconsistent muddle of VM 'confusion'.
The most reliable way to cancel does seem to be by writing in (and using a tracked postal service to confirm delivery). However, we have seen past examples on here where trying to give notice a long time in advance has resulted in services being cut off immediately (or just one service such as landline being terminated instantly). The customer then has had to go through the hassle of trying to reinstate those services again.
You may do best to time your cancellation to around the last 30 days of your minimum term period. As long as your disconnection happens after your minimum term you should not receive any early disconnection fees.
You also need to factor in when your billing periods are and when your direct debit (if you use that method of payment) goes out. There is always a final reckon-up at the end, which includes returning equipment so, even if you do get in your cancellation notice, it doesn't mean that all dealings with VM will cease for you on 18 October.
They've just now spammed about 4 or 5 messages detailing how my contract will end in September and a late fee will be due. Before I could read it all they immediately left the chat after literally spamming these messages one after the other a second apart and then leaving. One message even asks me to fill in a survey! But there's no link for it because clearly I'd be giving them a very bad rating.
The customer service rep is called 'Angelyn' and this chat was around 6:30pm on 18th August (today). No idea how to file a complaint but it probably wouldn't do any good as I think VM just doesn't care about who they employ overseas.
This company is an absolute disgrace. I won't be paying any early fees. I told them REPEATEDLY what I wanted to do.
Had to also go file a complaint with Ofcom as well.
I will be glad to be rid of VM.
@newapollo has given you sound advice.
No point bleating on here as nothing will change. Follow his advice, and you will be fine and get termination at end of contract as long as 30 days notice is given, with no early termination fees. You can record your incident with Ofcom, but don't expect an individual reply. Alternatively just switch to another provider in last 30 days before contract expires and they will terminate VM for you. When you sign up they will ask for your current ISP detail so they can switch you. Mots ISP's are in this switching scheme (Totsco).
Your final bill will fluctuate in billing portal, and I've found the emails sent totally wrong, and the VM billing portal online to be correct. Do not cancel your DD, a final bill has to be produced which happens a few days after actual termination. Depending upon where your billing period sits with the 30 days notice you may get credit after this. Billing carries on until ACTUAL termination services, not when you give 30 days notice.
There is a VM Staff response regarding notice required Here
'We can terminate your services during your discounted contract term up to 60, 45, & 30 days, but that is the notice period to terminate, should you leave still in your 18 month discounted term you will get Early Termination Fees. To avoid Early Termination Fees the final date of service has to be the contract end date on your contract.
With those who say they can and cannot do it on various days prior, that is a departmental decision for each department you interact with. Some have permissions and some have not, what ever that department states is their limitation to access the calendar for termination end date timescales. '
To avoid any possible problems I would suggest either following the usual 30 days notice principle, or should you wish to use a longer period, or actual date, then use the correspondence method and send your leaving request by (signed for) post to: Virgin Media, Sunderland, SR43 4AA
