Cancellation

[cas5739]

Looking to cancel my contract but I have forgotten my telephone password. How can I change this?

Is there also anyone able to offer suggestions for easy cancellation. I have been attempting for a while and have received minimal-at-best help from the resolutions team. 

[newapollo · Accepted solution]

Hi @cas5739 

VM have recently updated My Virgin Media and you should be able to update your telephone password by logging in there.

When logged in click on Account Settings >  Account Details > scroll down to Telephone Security Details  (memorable word) > and then click on Edit

The quickest contact method is by calling either 150 from a VM landline or mobile, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy. You need to speak to Retentions (thinking of leaving)

If you don't want to be tied up on the phone you could also  you can text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112.This often takes 4-6 hours - phone calls take priority.

You can also cancel using the good old fashioned Royal Mail. If writing include all of your account details and send it by registered (signed for) post to 

Virgin Media
Sunderland
SR43 4AA

[cas5739]

Hi @newapollo

Thank you for your help, very useful. 

[Andrew-G]

Cancel by post (recorded delivery), writing to Virgin Media, Sunderland, SR43 4AA.

You'd need your account number and area code, service address, and to validate that it is you it probably makes sense to mention the amount of the last bill and the payment date, and normal monthly amount according to the current contract.  You'll need to offer 30 days notice, so state the approximate date of end of service, request an equipment returns package and the job should be done.

You'll probably get a number of calls during the notice period to retain you.  If you're not open to any deal to stay, tell the agent, they'll accept that (as when I spoke with some polite, helpful retentions guy five minutes ago).  If you are willing to be persuaded to stay then make sure you know what price you'd stay for (eg the lowest price from a different ISP), and know that these retention deals exist only during the call they're offered on - you can't go away and consider it, if you put the phone down (even if they promise you can call back later to take the offer) then the offer vanishes.

[Nazz58]

call canter options are all wrong. The better way cancel the direct debit and take a legal action.

[Nazz58]

I called this number 03454541111. There is no option for the cancellation. Terrible customer service. 

[Sabrina_B]

Hi @Nazz58 👋.

Thanks for reaching out to us, apologies you are having issues in finding the area in which to cancel with our contact centre, I assure you that it is there. When you get to the main menu, the options are 1, 4, 4 (thinking of leaving us).

Hope this helps. 

Sabrina