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Can't cancel!

Annastev
Just joined

I'm trying to cancel my account - 20 plus minutes on hold and counting. Ofcom are investigating Virgin for putting up barriers to customers cancelling contracts.

Have people been able to get through to cancel? Or should I just write them a letter?

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

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.

See where this Helpful Answer was posted

5 REPLIES 5

goslow
Alessandro Volta

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.

newapollo
Very Insightful Person
Very Insightful Person

Hi @Annastev 

When phoning, call around 8am if possible when lines first open and are least busy.

You could also try the live messenger chat, although phone calls take priority.

https://www.virginmedia.com/help/leaving 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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jpeg1
Alessandro Volta

Annastev

Please do use the OFCOM report link, to help stop them treating people like this.

Thank you!

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

newapollo
Very Insightful Person
Very Insightful Person

Hi @jpeg1 

Hope you are keeping well.   Tongue in cheek I wish I could report my doctors surgery for always taking an hour or more to answer the phone  😉

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks
The do's and don'ts.
Keep the community welcoming for all. Please read the FAQ's
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

jpeg1
Alessandro Volta

Your GP surgery is probably doing the best it can with limited resources and huge demands on its services.

I don't think VM can claim similar problems.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.