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Cancellation blues

Contract for Broadband and landline originally M50 [but upgraded for free by Virgin to M100] ends on 25 November. The Thinking of Leaving (sad emoji) Virgin Broadband page advises "the best way is to call us." I rang on 0800 064 3836 at 1pm today and spoke to someone who did not understand me very well (must be my accent) and vice versa, as when I said I wanted to leave she went on to talk about signing me up for new services! Eventually transferred to Retentions Team. Hung on until 14:50; same one or two boy-band type songs [kill me now!] played for 70 minutes; then silence. Call disconnected at 14:50. Initiated chat at 13:52. Terri Triage Bott says:"Info at 13:53, Nov 19:You’re now in a queue to speak to someone who can help. Our team is available every day 8am – 10pm. We aim to respond within 4 hours, but this will take longer if you’ve contacted us outside of our opening hours. We will respond to you. To help us help our most vulnerable customers, please only phone if your query is urgent.Reply ‘yes’ now to continue the transfer." Still waiting. How will I know when the chat assistant is available? Cannot watch the screen for 4 hours! Rang again and got Ryan after about 18 minutes at 15:06. Unable to make an offer around £20pcm so am leaving for Shell Energy, Vodaphone or Plusnet (via MSE website - don't really need megafast download speeds). Even though Ryan said he was in Retentions Team he needed to transfer me to someone else to end the service. A line rang 3 times...then the sound of silence [not the song, unfortunately]. My phone screen showed still connected....answered by Scots lady at 15:13. Deals offered were higher than the Black Friday offer of £24.99pcm! (around £28). Disconnection arranged for 19 December and informed I would get an email confirmation re end of service. Still had to give 30 days notice from today and informed I will pay  new price of £44 for last month (pro-rata). Told systems were down today when I said had been calling since 1pm today. Bye Virgin - was good whilst it lasted but prices way too high and not really competitive unless on special offer.

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Re: Cancellation blues

Good afternoon @gritpype 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that it was a bit of a debacle getting though to our retentions team. 

 

We will be sad to see you take your business elsewhere, however we completely understand the predicament. 

 

We do wish you all the best with your new provider and If there is anything more we can advise you on then please do let us know and we will be only to happy to assist. 

 

Kind regards,

Zak_M  

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Re: Cancellation blues

I recently ordered a new SIM only deal with a view to switching my mobile number to Virgin. I tried contacting customer services several times to ask some questions, either got cut off whilst waiting for ages, also tried online chat a few times, each time got the silly message that wait time is up to 4 hours. Waited a fair time for an agent, nothing happened. Now seriously thinking about canceling my order, as I don't want to be stuck with a provider with such appalling customer service. 

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Re: Cancellation blues

Hi ruben3,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry for any issues you've had with speaking with the team. 

 

What is it you wanted to speak with the agents concerning?

 

^Martin

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Re: Cancellation blues

Hello Martin,

I recently received a new Virgin SIM card for a SIM only deal. When I ordered the card I registered a PAC with your agent. I want to transfer from Vodafone to Virgin.

The instructions that came with the SIM card are bit chicken-and-egg.

Do I just insert the new SIM card into my mobile and then everything happens automatically?

Or do I need to register an activation code online first?

There are two numbers on the red credit style card in which the SIM card is housed. There is a 7890 security pin, and then a much longer so-called unlocking key number printed faintly on the red background. I had to use a magnifying glass to read it. What do I do with these two numbers?

What are the steps I need to take please?

Thanks,

Ruben

 

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Re: Cancellation blues

Thank you for coming back to me. 

 

You simply need to enter the SIM card and this should work for you. 

 

At this point you shouldn't need to use the 7890 number. 

 

When you took out the SIM card did you provide an IMEI number for a 3rd party handset?

 

^Martin

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Re: Cancellation blues

Thanks for the quick reply.

I did not provide an IMEI number for a 3rd party handset. I told the agent I was keeping my existing mobile phone (which I bought privately a couple of years ago), and I wanted to switch from Vodafone SIM-only to Virgin SIM-only.

Is the IMEI number important?

Best,

Ruben

 

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Re: Cancellation blues

Okay, thank you for that information. 

 

What I will do at this point is private message you so we can check to see if the port in has all been processed for you. 

 

^Martin

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