1 day or 30 days cancellation notice period - my experience
I decided to leave Virgin Media (broadband and phone) by sending a recorded signed for, letter giving 30 days notice starting 28 December 2023.
I have recently received a letter dated 31 December 2023, from Virgin titled "Important information about your disconnection request"
It went on to say: "Your services will disconnect on 29 December 2023". A one day notice period? My service has not been disconnected yet, so I guess this is a mistake. The letter speaks in general terms only and doesn't supply any detailed information on what happens next, but goes on to say: "if you need more information about what happens next, or change your mind, please give us a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111 from any other phone". Note: There are no other ways to communicate given in the letter.
I was reluctant to cancel my services by phone in the first place because of all the time consuming hurdles put in place - long periods on hold, and being transferred from one department to another, hopefully before being cut off midway, this appears to be the experience of others wishing to leave. That's why I chose to cancel by sending a letter. However, I thought as the date I was given in the reply from Virgin was obviously wrong, and I wanted some information regarding my final bill to make sure of no further mistakes (unwarranted) charges bearing in mind my last contracted period end date was 2 December 2023, I thought I would try phoning. (Incidentally, 'Billing' in the Virgin Media app doesn't give any details.)
My phone contact experience
Now I'm not saying this is typical, but this is what happened to me:
First I was presented with a voice message asking me to confirm the last three characters of my postcode by pressing 1, on the keypad. Result: "sorry we didn't recognise that". I tried repeatedly with no success. So it next decides to ask: Please enter your Virgin phone number, result: "sorry we didn't recognise that", (incidentally, it's not my phone I tested it with another business number requiring key presses, and it worked fine). I hung up and tried phoning the Virgin number again, same response - it won't recognise my key pad entry. Eventually, to my surprise, I was suddenly connected to a message - "we are experiencing long waiting times". I waited, and waited some more, after a long period I was connected to customer services (an overseas service agent) who said that he couldn't hear me properly, couldn't hear anything I was saying, and suggested I had a poor mobile signal strength. I said that there was a good signal showing on my phone. He said, well that makes no difference because I can't hear you. So I suggested that he can obviously hear some of the conversation so can we try. He said yes, but he needed some security information. He started to ask for my account number and then just hung up (or the line went dead?). Not sure if anyone else has had a similar experience or if Virgin can learn anything with view to improving their phone contact process.
Anyway, I'm still no further forward with my enquiry.
I have been a loyal customer for nearly 14 years, I now have my reasons for leaving. I'm a old guy just trying to get some details before my service is terminated. I don't use the social media services listed as ways to make contact. Is there any other way to get answers my enquiry... I don't think it unreasonable to want this basic but detailed information prior to leaving, other utility companies don't make it this difficult when leaving. Goodwill goes a long way when trying to maintain good customer relations and company image.
Thanks in advance for your help.
