Forum Discussion

vickihmc's avatar
vickihmc
Joining in
2 years ago
Solved

Cancellation

How do I cancel my contract! Been on this call for 1 hour and they are trying every tactic. Now using the stalling technique.  INJUST WANT TO CANCEL MY CONTRACT 

fraud
incompetent
Obstructive
Poor
Unjust
  • goslow's avatar
    goslow
    2 years ago
    vickihmc wrote:

    How do I cancel my contract! Been on this call for 1 hour and they are trying every tactic. Now using the stalling technique.  INJUST WANT TO CANCEL MY CONTRACT 

    Writing in by post is an option to give your 30 days notice to cancel if you simply wish to leave with no additional unnecessary communication with VM

    https://www.virginmedia.com/help/leaving

    Use a first class signed-for delivery service

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago
    vickihmc wrote:

    How do I cancel my contract! Been on this call for 1 hour and they are trying every tactic. Now using the stalling technique.  INJUST WANT TO CANCEL MY CONTRACT 

    Writing in by post is an option to give your 30 days notice to cancel if you simply wish to leave with no additional unnecessary communication with VM

    https://www.virginmedia.com/help/leaving

    Use a first class signed-for delivery service

    • BSPN99's avatar
      BSPN99
      Dialled in
      2 years ago

      I assume that if you cancel in writing they reply and give you definite termination date.

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        In the best of VM traditions, there is no reliability, or consistency, in how VM processes the cancellation as reported in topics on here.

        If you use a signed-for delivery service, when you write in by post to issue your 30 days notice to cancel your services, that carries a certain legal weight and it also gives you a dated/timed record of the delivery. That helps if VM does not process the cancellation correctly and you have to follow it up.

        I cancelled VM last year by writing in. In my case, I initially saw an 'order' for 'broadband and phone' appeared in 'My Virgin Media' (which was the cancellation instruction) and this was later followed up by a letter in the post confirming my disconnection date.

        Unfortunately there is no guarantee VM still does that now or would do it for any/all customers.

  • TSmith75's avatar
    TSmith75
    Joining in
    2 years ago

    Same here, shocking customer service. Been on the Whatsapp and online messenger from 8am to 1800 then eventually got told to use their phoneline. After almost 2 hours they cut me off. Awful service.

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

      Hi TSmith75 👋

      We're sorry to hear you're looking to leave us, and have had a poor experience when speaking with our team. You may find it easier to call our team on 📞 0345 454 1111 (Opt 4 - Opt 4), or, as goslow has previously advised, write to us with your request to disconnect.

      You can find all methods to cancel your services, here. If there's anything else we can help with, please do let us know.

      Thanks,

      • -tony-'s avatar
        -tony-
        Alessandro Volta
        2 years ago
        Reece_MH wrote:

        Hi TSmith75 👋

        We're sorry to hear you're looking to leave us, and have had a poor experience when speaking with our team. You may find it easier to call our team on 📞 0345 454 1111 (Opt 4 - Opt 4), or, as goslow has previously advised, write to us with your request to disconnect.

        You can find all methods to cancel your services, here. If there's anything else we can help with, please do let us know.

        Thanks,

        how about you sorting it for the customer and before you say staff here cannot do that you know you can but choose not to

  • DebSut's avatar
    DebSut
    Joining in
    2 years ago

    I have had the same issue for two days, been on WhatsApp and called. They won’t let me past security because they say my email address is wrong. Funny that it’s right when they send my bill every month. I have been overcharged and can’t cancel because no one will talk to me. I asked for the complaint procedure.. didn’t get it. I asked for the contact details for the data protection officer, as I suspect a data protection breach because they were ok to speak to me last month.. didn’t get that either. I have logged this with OfCom. This is quite possibly the worst customer experience I have ever had 

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

      Hi DebSut 

      Forum Staff don't usually look in the chatter and natter sections of the forum. 

      The agents you contacted  will have been asking for your account email address which is usually different to your contact email address.

      Sign into /my-virgin-media  with your account email address so you can check your account details and have the correct information for contacting VM..

      Click on Account Settings - this page shows your account and area number

      From there click on Account Details > and check your that your contact email address is up to date and amend it if necessary (which going by your post will be correct)

      Then scroll down to Telephone Security Details  (memorable word) > and then click on Edit - that way you will have the correct telephone password.

      They may also ask for your bank account number and sort code so make a note of those before contacting them.

      • Yorkist's avatar
        Yorkist
        On our wavelength
        2 years ago

        "They may also ask for your bank account number and sort code", what sort of security is VM running.  All anti-fraud advice is to not give out your bank details to anybody and especially your pin number.  VM needs to understand NO system is safe from the crackers and recorded telephone calls (where that type of information will be contained) is also crackable.  Words fail me.

  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    And the OFCOM info is here @Biddy2 ...

    OFCOM launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

    https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

    Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

    https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

    Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

  • zsn2023's avatar
    zsn2023
    Settling in
    2 years ago

    I want to cancel my broadband service and having zero luck. 88 minutes wait time on chat!!

     

    • goslow's avatar
      goslow
      Alessandro Volta
      2 years ago

      Write a letter, as described above, if you simply wish to give notice to cancel your services.

  • Rache1's avatar
    Rache1
    Tuning in
    2 years ago

    Just want to join in the whinge. It took me 42 minutes to cancel my contract. Not only that, they wanted a disconnection fee for ending my contract early. 'When does my Contract end? Well that is the day I want to disconnect'. No,  I had to call back exactly 30 days before. So after all the time on the phone I would have to call again on 26 December for the same process! I couldn't go through this again so accepted. If anything confirmed my choice to leave them, this did.