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sspencer
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Cancel my TV

I started this message in desperation of not getting the phone answered. It is now 35 minutes now...I just want to speak to Virgin to see if I can cancel the TV element of my contract - I have phone and broadband as well... Apparently this cannot be done online - I have to call.

Finally, call is answered after 41 minutes! 4 minutes to load up my details. 

Oh no, I need to be passed to a specialist team. More holding... 

45 minutes explained the question. More holding...

46 minutes, still holding... It's all gone quiet. Now I don't know if I've been cut off or if I'm still holding!

Oooh 47 minutes, she gets back to me and although apologetic for how long she has been, she doesn't realise I've been holding for 47 minutes!

56 minutes, the deal is done.

Why is this so hard? I'm sure if I wanted to ADD a service my call would have been answered as soon as you like. I hope this isn't some underhanded way of getting customers to give up asking for a reduction of services.

 

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Re: Cancel my TV

Hi sspencer, 

 

Welcome to our community forums and thank you for taking the time to get in touch Smiley Happy

 

Really sorry to hear you're having problems getting through to our team. If you're looking to remove a service this needs to be done with our customer relations team who you can reach on 150 / 0345 454 1111 option 1,4 and 5.

 

Have you managed to get this resolved since your post? If not let us know and we will do our best to help you. 

 

All the best, 

 

Hetty_R
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sspencer
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Re: Cancel my TV

Hi Hetty

Yes thank you I finally got it resolved. The information you gave is what I was complaining about - it's the calling in and having to speak to the team that took 56 minutes in total to get this thing done. That's nearly an hour of my life, gone for ever Smiley Wink

I don't know why you won't allow this to be done online but clearly you have your commercial reasons.

Thanks for replying in any case.

Sue

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Re: Cancel my TV

Glad to hear this has been resolved for you, Sue Smiley Happy 

 

I can completely understand your frustration with the call times, again apologies for this experience and the time spent. 

 

If you need anything in the future you know where we are Smiley Happy 

 

Many thanks, 

 

Hetty_R
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