Cancellation Issues!!

[sarahw3010]

Hi There,

Can someone please help? I’m trying to give notice to cancel my contract but get the feeling  Virgin Media are deliberately making it difficult / impossible to cancel. 

I was called by an agent trying to get me to take out a new contract which I declined and asked to give 30 days notice but they refused to cancel my contract and when insisted I wanted to cancel they hung up on me.

I then tried to call the number on the cancellations page but was asked for letters from my password. When giving the correct response I was told the password was incorrect despite using the same password to log onto my account. 

I tried live chat but was presented with an endless loop of ‘technical issues’ taking me back to the start with no success. I was eventually contacted by an agent who had no interest in cancelling my package despite demanding that my package is cancelled… instead passing me to the movers department to transfer my package which I do not want to do.

I’ve also written a letter to the address provided on the cancellations page giving 30 days notice, but I have no way of confirming this has been received and acknowledged.

I will be reporting this to OFCOM, if this doesn’t get sorted quickly. Thanks in advance! 

[Andrew-G]

The postal cancellation option should work (typical VM not to offer a proper written confirmation).  But why wait before reporting to Ofcom?  Refusal to promptly and efficiently action a request to terminate a contract is a breach of Ofcom rules, whose public wording (within their Fairness Commitments) is "Customers can sign up to, change and leave their services quickly and smoothly. Providers ensure that customers who are leaving do not face additional barriers or hassle compared to those who are signing up to new services;"  Obviously VM have been waving two fingers at this commitment (and others) for a long while now, whilst Ofcom have been sitting on their hands for far too long, you can add your voice by complaining to Ofcom here.  

[goslow]

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@sarahw3010 wrote:

Hi There,

<snip>

I’ve also written a letter to the address provided on the cancellations page giving 30 days notice, but I have no way of confirming this has been received and acknowledged.

I will be reporting this to OFCOM, if this doesn’t get sorted quickly. Thanks in advance! 

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Did you get any kind of 'proof of posting' from the post office when sending the letter or use a signed-for delivery service? It will be hard to date your cancellation letter with a specific date without either.

When I left VM at start of year I did so by letter. Shortly after, an anonymous 'order' appeared in 'My Virgin Media' (which turned out to be the cancellation 'order' but there was no indication of this). Shortly after that I got a letter in the post.

Some people report getting an email, some report getting nothing by way of notification.

The VM forum team should be able to check your account and advise on the cancellation. They normally reply here within a few days.

[Kain_W]

Hi there sarahw3010,

Sorry to hear the experience you're facing.

However a warm welcome to the community.

Our team should be making this process as smooth as possible, can I ask when was the written communication sent?

Regards,

[sarahw3010]

Hi Kain, it was sent 1st class on Friday last week. Regards, Sarah.

[Kain_W]

Thanks for getting back to us.

Usually it can take a few weeks for it to be processed via letter.

We wouldn't process cancellations via this platform however to investigate this further I've dropped you a PM to discuss further.

You'll find the message within the envelope icon.

Regards,

[sarahw3010 · Accepted solution]

Hi Kain,

I’ve finally managed to give notice after a very lengthy WhatsApp exchange, it took several hours and determined persistence going round in circles until we found someone willing to process the cancellation.

What would be really nice Kain would be if Virgin Media made it as easy to cancel as it is to sign up… now wouldn’t that be a novel idea and maybe some of the past customers may be willing to return in the future. 

You could achieve this with an online cancellation form, providing an email address with automated acknowledgement, or a phone line cancellation team where agents are not on commission to extend a contract.

Just food for thought 👍

[Zach_R]

Hi @sarahw3010,

Thank you for the update on this. It's a shame to hear that you're leaving us, and I am sorry to hear you didn't have a great experience when trying to discuss and arrange this, but I'm glad you've been able to get the help that you were looking for.

Please do let us know if there's anything more that we can assist you with at all.

Thanks,
 

[MURF1101]

Virgin do everything in their power to prevent a cancellation, including hanging up on the telephone mid discussion, dropping the 'connection' during Livechat , countless recycles in the telephone menu and options, etc.

I only wanted to cancel my landline, but, due to Virgins 'Customer Service' routine, I'm cancelling the lot.

I feel sorry for the poor Forum Team, 'Kain', 'Zach', etc that have to quote from their horrible customer services pre dictated auto-responses, but cheer up!

A better job is out there waiting for you 

[Ilyas_Y]

Hey @MURF1101, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear that you wish to leave and about your struggle with the disconnection.
Unfortunately we cannot do disconnections on here.
You can cancel via our WhatsApp team on +447305 327 112 or ring through to customer relations on 0345 454 1111 and follow the option menu.

As said, we are sorry to see you leave us 😞
Let us know how you get along.

Kind regards,
Ilyas.