Thanks for this reply, AndyEss.
Pardon me, sorry to see how my advice has confused you.
Please allow me to explain that removing your VM landline requires a cancellation process for this service and only, not the whole account or other services. This goes through our retentions team as they can process the cancellation (deactivation) of your landline once the number has ported out.
The above process causes a change to your services with us as from all 3 cable services you are keeping 2 (BB and TV).
Also, sorry to see it's taking longer to get through to our retentions team via WhatsApp at the minute.
This happens as our retentions are a much smaller dedicated team and as you know we have millions of customers in the UK, some of them need to cancel for various reasons and it does not necessarily mean they are not happy with the service however it surely impacts our call and chat volumes.
Our other teams are not trained to process cancellation requests neither are we here at the forum, so to help further unfortunately.
We hope this information helps, please keep us posted and we're eager to best support you within our scope.
