Advice on canceling my account

[capnbirdseye]

Hello,

We have decide to take up the offer to cancel without penalty before 31st Oct as on the letter we received from virgin. Our current package of 125Mb b/band and landline + anytime calling is actually £61 per month, we currently have an £8 a month discount due to finding we were being overcharged for the 3rd time so currently paying £53 which expires in May 24 right after the 3.9% plus price rise so we will end up paying  £65 or more

We have now signed up with Vodaphone, landline is actually included free as it uses the internet same as our current virgin phone, our road is now fully upgraded by Open link with speeds up to 900Mb available,  I have selected 200Mb Full fibre to the house @£33 a month plus anytime calling £8,so £41  per month for 2 years, we already have Vodaphone mobile.

  Open reach will install on Oct 4th and we are keeping our landline number. My question is when should I cancel Virgin? I seemingly have to give one month notice so does my connection get cut off at the end of the month of notice or would they do it before? We are wary of cancelling until we see the new connection is working and intended to cancel on the day the new line is installed, complications with phone number transfer may arise but we can cope with that as we have mobiles,

[Arissa_H · Accepted solution]

Hi Capnbirdseye 👋🏼.

Thank you for posting and welcoming you back onto our community forum 😊.

Sorry to see you feel this way and are looking to cancel ☹.

Giving notice today that means the services will terminate on or around 18th October which means there will be a period where you have two services etc.

If you are looking to cancel you can do the following:

Ring us on 👉🏼 0345 454 1111.

WhatsApp us on 👉🏼 +447305 327 112.

Click this link to find out more how to disconnect from us. 

Thank you. 

[capnbirdseye]

Thank you Arissa, 

My wife will attempt to cancel via the phone as I am rather deaf, we are both in our late 70's now.

Looking at some recent posts it looks like it won't be easy to get through to actually cancel, If we can't get through I will try doing it by recorded post. 

kind regards

Vic

[capnbirdseye]

After attempting contact by phone we never actually got to talk to anyone so I tried the chatbot who  eventually told me there was a 59 minute wait for an agent so I gave up. I logged back on to my account after an hour and the chatbot thing was still active onscreen so I typed "I'm still here"  and after 3 minutes an agent called Carl began typing and asked various questions about upgrades, when I pointed out that I wanted to cancel he was very helpful and sorted it all out so all is well and we will wait and see how it goes with Vodaphone.

[Cardiffman282]

Good to hear it was handled okay in the end. 

[capnbirdseye]

I can't believe that even though we have cancelled our contract and had instructions on how to return the modem etc we have had an email telling us the new monthly bundle cost thereafter is £33.75 !!

We have printed out all the discussion to cancel our contract, it clearly mentions that a full disconnection will be  ordered and the request to return the hub within 10 days of the disconnection. What the heck am I supposed to make of this make of this?

[Gareth_L]

Hello capnbirdseye,

To save you the hassle of trying to get this investigated.

Would you be happy for me to take a look?

If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L
 

[capnbirdseye]

Thank you Gareth,

message sent with my account etc

[Yozzer]

Hi Capn, you will get logical answers on this forum, but likely will not match up with the reality of what is happening.

I cancelled my account by phone, and the new supplier jumped the gun and changed over my phone landline  too early, and within just a few hours, I had two changes of contract both increasing my monthly charges, but no acknowledgement of my cancellation. As advised on this web site, I immediately sent a recorded and signed for account cancellation notice of 30 days as required, so should be actioned 12/13 October, but no other response to date of any sort. Due to circumstances that arose, which I will not go into at this time, one of my sons has verified that my letter, date and time of delivery, and the signature, is proof of cancellation, and that is what I strongly advise you to do. Send it to VM in Sunderland, the full address is on this forum multiple times, but from memory, Virgin Media, Accounts, Sunderland Post Code SR434AA, BUT DO CHECK THAT.  I have left my DD open, and my son will take any actions needed to recover any over payments should that happen. I posted here, asking for advice on the best way to leave VM in an orderly manner, as by phone or chat was a waste of time, and instead, it has been appalling, and at 82, I have had problems that I could well have done without. VM seem to forget, there are many people like me being treated with open contempt, who have a good sized family, and a multitude of friends, in a variety of occupations. Kind regards, Brian

[capnbirdseye]

Hello  Yozzer,

I cancelled via live chat so there is printable evidence of everything that was said from the agent and myself.  I had another go earlier and before I spotted Gareth_L offer to help. This time it took about 120 minutes wait after using the bot to put in a few details. The agent who eventually came on told me that as far as she could see my services are cancelled and to ignore the emails mention of my of my "new package"  really? I'm 77 and it's stressed me out enough already. Hopefully Gareth can sort it out as the thought of Virgin trying to continue taking money after we close the standing order and then making threats of court. Luckily I have printed out all the conversations from both agents 

Vic