I've had enough of Virgin!

Hi David, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you had an issue with your landline just before Christmas. We do have an automatic compensation scheme in place. When there is a total loss of service for your broadband or phone line, the account is automatically assessed for compensation, once the fault is closed as resolved. If eligible, the credit is added and will show on the next bill due to be generated. The compensation usually kicks in after 48 hours. You can view more on this here. 

In terms of your landline not working now, I've had a look at things this end and can see that there is a network fault open and is affecting you. There's been no update with a reference number or estimated fix time yet but the teams are working on getting things resolved as soon as possible. 

Whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible. If you're wanting to leave Virgin Media then there are 3 ways in which you can do this.

• 1) You can speak to the team on 150 / 0345 454 1111 and selecting options 1, 4 then 4 again.
• 2) You can WhatsApp the team on 07305327112. Replies aren't instant and can take a few hours however it does allow you to go about your day whilst waiting for a reply.
• 3) You can write a letter stating that you wish to cancel your services. You will need to include your account number, your name and full address as well as contact details for you. Send your letter to Virgin Media, Sunderland, SR43 4AA

We would advise against cancelling the Direct Debit as this doesn't cancel the account. It can cause late payments which can affect your credit. 

Keep us posted on how things go. 

Thanks,