Cancellation nightmare

[KarenAR]

For four days now I've tried to cancel my virgin media account . I've tried the chat numerous times and phone calls. I'm currently on 1hr 29 mins waiting. How hard is it to simply cancel my account. I'm out of contract, I don't want your services ,even if it was free I wouldn't take it. I just want rid of it.

[goslow · Accepted solution]

You can cancel your services by post as per info below

https://www.virginmedia.com/help/cancel-virgin-media

Use a first-class, signed-for delivery service. This will give you a date/time of delivery when you gave VM your 30 days’ notice to cancel. Also keep a record of the tracking number.

You can share your unhappy cancellation experience with OFCOM.

They 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.

[Alison122]

Between 19 - 22 September 2023 I spent hours trying to get through to Virgin Media both by phone AND Web Live to cancel my account when my contract ends on 26 October. In the end I sent a letter to the company in Sunderland by Signed For 1st and have submitted a complaint to OFCOM.     From what I can tell there is absolutely zero Customer Service provided by this company and I will be recommending to friends and family that they give Virgin Media a wide berth.

[Neilpeel59]

I'm having a very similar experience. Eight weeks in and I'm still being sent threatening overdue account letters, despite me sending a letter to Sunderland (which they have acknowledged receipt of) in plenty of time to notify them of my intention not to renew..

My original contract ended on 11th August but they decided to sigh me up for a new contract anyway without my knowledge or agreement!

I've never had a bad debt in my life up until now thanks to this bunch of clowns.

[Alison122]

I feel your pain.

I have read in VMs blurb that it can take "several weeks" for them to act upon cancellation letters received in the post - but they will take the date of the letter (not date received) as the date you gave notice. It is absolutely disgraceful therefore that they are bombarding you with threatening letters despite you having met your contractual obligations of giving at least 30 days notice.

Have you kept records (phone log/screenshots of web chat) of your attempts to contact VM prior to you sending your letter? Don't lose your proof of postage for your letter and keep copies of any further letters you send to Sunderland.

Legally, VM do not have a leg to stand on so no doubt it will eventually get sorted - even if they stress you out by sending more threatening letters beforehand.

According to many reports in the media (sample below), VM may be forced to pay compensation to customers for the difficulties caused trying to cancel contracts - so keep an eye on the news as you sound like you are a prime candidate to be recompensed.

https://www.moneysavingexpert.com/news/2023/07/virgin-media-under-review-after-customers-experience-...

If VMs shenanigans negatively impact your credit history you will be able to formally dispute the negativity - see below link:

https://www.uswitch.com/credit-reports/dispute-your-credit-report/

Now that my final payment has been made, that covers me up to when my contract ends on 26th October, I have cancelled my Direct Debit. VM will not be getting any additional money from me! I have created my dispute folder and am prepared for a battle should one be required.

All the very best.