on 02-04-2020 13:00
Hi,
I'm moving house and won't be needing my Virgin Broadband contract anymore. I have tried to cancel my contract with Virgin over phone now, but because of Corona it won't let me through all the way, but redirects me to the same web page that told me to call that number in the first place.
There has to be a another way to do this?? Anyone had the same issue or know how to cancel?
I've been with Virgin for 4 years now. So not on a new contract.
Thank you!
Answered! Go to Answer
on 29-04-2020 13:33
Hi there @KChelsea
Thanks for your first post - sorry that you're having issues contacting us to cancel your account.
Please feel free to text us on 07533051809 and our retention team will be happy to help you out. Please be aware that replies to this service are not immediate, allowing you to get on with your day.
Hope that helps. Cheers
Katie - Forum Team
on 29-04-2020 13:42
Hi Katie,
So all I need to do is send a text to the number you provided with my account details to cancel the contract as it's coming to an end. Is that enough ? Thank you. I'm actually on a long hold call. An agent finally answered my call said he can't hear me and he hung up! I was on hold on this call from Australia and he hung up! I didn't understand why he did this. I'm on hold again.
on 29-04-2020 13:47
You'll need to go through some auto questions and some triage first - you'll then get popped through to our Retentions team who can book your disconnection for you.
We did have some system issues earlier which may have been the reason for the issues with the call - I am sorry about that
Cheers
Katie - Forum Team
on 01-05-2020 09:45
I have tried this 5 seperate times and it does not work. End of tether after 6 weeks of trying to cancel.. I am now going to stop paying.. bet they get in touch then.
on 01-05-2020 13:32
Dear Virgin Media
I have been patient for over a month now. I have rung countless times, have been cut off by you after waiting on phone, I have sent a letter to you with notice of cancellation and also contacted you via twitter.
My broadband contract is cancellation as I paid more to do so rather have a fixed 12 month contract.
Please confirm you will now cancel- contract is 118529415
I do not want to escalate this further with complaints to relevant authority and feel that as a tech company you are in the position to change your website to allow a cancellation to happen.
Please advise asap
Many thanks
Emily
on 01-05-2020 13:44
Hi - what option is best to navigate the phone line as it keeps cutting me off
on 01-05-2020 13:51
Everyone experiencing problems - Under Direct Debit Guarantee Act - easier to contact your bank and ask them to refund which is a legal requirement by them if you have served notice and done everything possible - just done this. If Virgin does try and set the DD up again, it will show that they aren't that busy!
Under the Direct Debit Guarantee all banks and building societies must refund disputed payments without question, pending further investigation.
The Direct Debit Guarantee applies to all banks and building societies taking part in the direct debit scheme.
The Direct Debit Guarantee doesn't just cover mistakes which are made by your bank. it will also cover mistakes made by the beneficiary.
If you're wrongly informed by your bank that you should pursue the company in question for a full refund, you should remind your bank that in accordance with the Direct Debit Guarantee, it is under an obligation to guarantee a full and immediate refund if the beneficiary makes an error with your direct debit.
If you're given incorrect advice by your bank and this delays matters, then you should make a formal complaint to your bank, seeking compensation for its poor handling of the matter.
If you're not satisfied you can always refer your complaint to the Financial Ombudsman Service (FOS), within six months of receiving the banks’ final response letter.
Find out how to take your complaint to the Financial Ombudsman Service.
on 01-05-2020 13:53
If you call 0345 454 1111 and then select Option 4 and then Option 5, this will get you through to the appropriate department
Kindest regards,
David_BN
on 20-05-2020 20:09
on 21-05-2020 12:44
Good Afternoon VirgiMediaCus1
Thanks for your post on our Community Forums and a very warm welcome to you
Sorry to hear that you've been having issues with getting in touch with our Movers Team.
If you drop our team a text on +44753 305 1809, you will also be able to speak to our Mover Team via this method
Kindest regards,
David_Bn