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Abysmal. Now leaving Virgin. Agreed contract not honoured

Joining in

Agreed to contract offered via email at 34 a month due to absolurely horrendous service from virgin trying to resolve an issue. politely agreed via email within 1 hour to this. Weeks later, emails and calls back and forth, they wont honour the agreement due to it being via email.

They stated that I must respond within 24 hours, which I did. The email did not mention I must agree to this via phone or chat however. As I was away with work. I was not going to be calling abroad to agree to something that didnt specifically state it was needed.

Now cancelled my contract that was up for renewal, and I will be reaching out to my solicitor.

Shocking service, and will no be back after 1.5 years of nothing but crap and useless and unreliable wifi and service all around. 


Forum Team
Forum Team

Hey ccassidy566,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your experience speaking to the team to arrange your contract renewal and we are sad to hear that you have now raised your cancellation request to leave us. Your experience is far from what any customers should be having and we understand, why you would want to leave after this. Have you raised a complaint about this?

Kind Regards,


Hi Steven, Yes I had 2 registered complaints opened with Virgin. After another 2 calls to finally confirm my contract cancellation, I was then called back by someone that then offered the agreed price. So many calls, chats and mails later, I was still almost leaving even then due to the experience. But I figured I would stay and see it through and hope for a better experience this time around come end of contract. 

Thank you for reaching back out and again we are really sorry about this.

We would be more than happy to raise a complaint for you.

Please do let me know. Cheers 

Matt - Forum Team

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