Moved to a new property on Friday and Virgin site told us we were eligible for quick start as the previous owners also had Virgin. Brilliant we thought.
Anyway get into the property and collect the quick start pack only to discover that the wall socket is in the tiny back bedroom - not Virgin's fault to be fair but means we are unable to use our TV service as the 360 box needs to be next to the hub. Have managed to set the hub up albeit with the mouldy old cable left in the socket (welded on it seems!).
Spent 90 minutes trying to get through to Virgin on Saturday to request an engineer only to be cut off after speaking to the first person. Tried again - another 90 minute wait listening to the same four tracks on the holding music.
Got through to a lovely lady who arranged an engineer appointment for Friday this week - again great we thought, especially as she agreed to waive the fee for a visit as not our fault quick start couldn't work.
Skip to today and I get a text saying the visit will have to be postponed due to Covid - surely Virgin were aware of the global pandemic when this was booked on Saturday?
Can't get back through to speak to anyone and don't see why I should pay for a service I am unable to access so want to cancel within 14 day period - how do I go about doing this?
You could raise a complaint via the official complaints process, at the very least this would log your desire to do so on your account. That said, you're actually now posting to the place most likely to see someone take your problem in hand, even if it takes a few days to get to you. The staff on this forum seem helpful, unlike trying customer services by phone.
If you're determined to cancel, then writing an old-fashioned letter & sending it recorded delivery to the address here:
If you’re out of contract: cancelling Virgin Media broadband for free
If the fixed-term part of your Virgin Media broadband contract has finished, or you are still within the 14-day cooling-off period, you can cancel for free. The company will try to persuade you to stay but there is nothing to say you have to if you don’t want to.
All you need to do is call Virgin Media and select the option ‘If you’re thinking of leaving Virgin Media’. Call150from your Virgin Media telephone or call0345 454 1111from any other phone to cancel. For more information, do check out ourVirgin Media customer service numbers page.
Or you can write to:
Customer Service Virgin Media PO Boc 333, Matrix court Swansea SA7 9ZJ