Tried cancelling yesterday via web chat. Bot asked a series of questions, then put me in a queue for a human. 20 minute wait, had to keep refreshing my screen. Eventually got through to a human, who asked me the same questions I had already answered. Explained I wanted to cancel. Asked my why, I explained my position. No reply for 10 minutes. Had to answer my front door, when I got back, the chat had been ended because I didn’t respond to the next question quickly enough.
Started again, same questions, another 20 minute wait for a human, same questions again, had to take an urgent phone call, came back <10 mins later and had been disconnected again.
Started again, same process again, but this time I never got through to a human, whilst waiting in queue, authentication error and chat was reset.
Gave up, came back again in evening, this time My Virgin Media was down for maintenance, so didn’t even get to start.
Next day (today) started the process again, this time by phone.
Automated call handling, enter account number, confirm identity, 3 characters from memorable word, what do you want to do, chose 4 I’m thinking about leaving.
On hold music waiting for a human. 25 minutes on hold
Put through to India retentions.
Q: Why do you want to leave?
A: Out of contract, bill has gone up to £126, too much, want to cancel
Q: I can offer you a new 18 month contract, same bundle, same discount
A: No thanks, I’m planning on moving house in next three months, don’t want a new contract.
Q: I can offer you a new contract and you can then transfer when you move
A: I don’t know if new house is cabled, but if it is, I would want Ultimate Volt @ £85 per month
Q: We can’t offer that, only available for new customers
A: Ok, then I’d like to cancel please, and I may consider signing up as new customer in future
Q: Let me consult with a colleague
12 minutes on hold
Q: I’m sorry I can’t offer anything else, I will transfer you to disconnections team
25 minutes of hold music
UK Based Retentions answered. Explained I wanted to cancel, explained I wasn’t interested in new 18 month deal, just want to leave in 30 days time. She was polite and friendly and said she wasn’t disconnections, so would put me through.
16 minutes of hold music
India Based Customer Services answered. She wasn’t able to help me. I asked her to put a note on my account that I had requested cancellation and get someone to call me when they identified who the right person was. She couldn’t do that, she doesn’t have the access. I responded if you are customer services, then you can add a note to my file. She admitted she could do that, but it wouldn’t help as nobody would action it. Said she was putting me through to disconnections
14 minutes of hold music. The switched over to new queue, with rolling adverts for Virgin Media another 14 minutes
Eventually answered by a lovely Scottish chap, who listened to my tale of woe, and then explained that he was only able to handle moves. Explained that previous handlers must have been confused that I might be moving in future, he said don’t mention that again, just say you want to cancel.
Put on hold with new soothing music.
2 hours 10 minutes and counting… still haven’t been put through to someone who can action a cancellation. My limit is 2.5 hours, if not resolved by then, I will cancel my direct debit and write via snail mail. Oh and yes, Ofcom will get my experience documented.
