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Cancellation Proces

martinz
Tuning in

Seems I am not alone in being unable to cancel my contract (in my case after 23 years).

To say I'm frustrated is an understatement.  I have been at this for a week, and have now missed the date I wanted to coincide with the required 30 days notice period.

I want to cancel because of the awful customer service (as experienced in even trying to cancel !), and constant increase in charges.

I have been repeadedly transferred between departments and of every occassion 100% promised I would be called back if disconencted.  This did not happen in 100% of cases.  They could have said they 100% guranteed not to call back..

The last contact was with "Jordan" who absouletly was calling back if I got disonnected.  Although in fact I wasn't disconnected, I went into a holding queue for 25 munutes and gave up.  Again.

PLEASE, is there anyway to acheive a simple cancellaton and maintain sanity?

1 REPLY 1

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.

If you cancel during a minimum term period VM may charge you early disconnection fees.

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.