Cancellation

[Malcolm5210]

On the 5th of October I tried to use your chat service in an attempt ro reduce my package as the price had increased considerably since the end of my contract.

I have tried daily since to make contact with you, your phones are never answered, I finally cancelled my direct debit over a week ago and still no contact.

Today I have no broadband, or internet, the Virgin app on my phone says there is a problem in my area and to call 789, when i do this my phone says this number does not exist.

I have had enough and now want to cancel my service, but how do I contact anyone?

[Carley_S]

Hi @Malcolm5210

Welcome to the community forums 

Really sorry to hear that you've not been able to speak to anyone regarding your package and the service issues you've had that's made you think about leaving us. 

With regards to your service, I have checked the systems at our side and can see you're currently experiencing an area outage. You might find that you don't have any Virgin Fibre, Virgin TV, Virgin Phone, TiVo® or Interactive TV services at the moment. We are sorry about this and are working hard to restore your services as soon as possible. We are hoping to have this fix by today (19th October 2022) at 3pm, though these are estimated times and can be fixed earlier or extended if more work is needed to complete. You can use our online status checker to see information regarding this as well as any updates. You can also call our status line on 0800 561 0061 or check your My Virgin Media for more information. Once the outage looks closed/fixed, please reboot your equipment and let us know if you have any further issues. 789 is the free customer service for our Virgin Mobile customers, if your number is not registered or you are not a Virgin Mobile customer, then this line would not work unfortunately.   

If you are unhappy with your current package deal, please do consider giving us a call on 0345 454 1111 / 150 or via SMS 0753 305 1809 and WhatsApp on 07305 327 112 our team will be more than happy to perform a package review for you. They will ensure that you're on the best possible deal for your package. We are unable to perform package changes or disconnection requests via the community forums unfortunately. If you would just like to give your 30 day disconnection notice, you can use one of the following methods list here. These include; calling us on 150 from a Virgin Media landline or 0345 454 1111 from any other number and sending a written request to Virgin Media, Sunderland, SR43 4AA. Alternatively, you can WhatsApp our support team on 07305 327 112. Please bear in mind the response will not be instant on any of our messenger services, but our team will get back to you when available. 
 

 I highly advise not cancelling your direct debit as this might affect your credit score and you would still be billed for the services your using. The team can of course discuss your bill increase due to your contract coming to an end and your discounts expiring with you further and any concerns or questions.  

[Malcolm5210]

I have spent most of today trying to talk to someone in Virgin without success, meanwhile i would be grateful for an explanation of your comment 

" I highly advise not cancelling your direct debit as this might affect your credit score and you would still be billed for the services your using. The team can of course discuss your bill increase due to your contract coming to an end and your discounts expiring with you further and any concerns or questions."

This is a thinly veiled threat about my credit score, so please clarify how cancelling my direct debit affects my credit score?

[goslow]

---

@Malcolm5210 wrote:

I have spent most of today trying to talk to someone in Virgin without success, meanwhile i would be grateful for an explanation of your comment 

" I highly advise not cancelling your direct debit as this might affect your credit score and you would still be billed for the services your using. The team can of course discuss your bill increase due to your contract coming to an end and your discounts expiring with you further and any concerns or questions."

This is a thinly veiled threat about my credit score, so please clarify how cancelling my direct debit affects my credit score?

---

VM's admin and customer services, in general, are an absolute shambles but they do seem to be very efficient at debt collection.

When you leave VM, you have to give 30 days' notice. VM continue to bill you up to the disconnection date (so regular DD payments are expected to go through). After disconnection, VM send you a final bill. If you are in debit you pay that off and leave. If you are in credit VM send you a cheque for the balance due.

When a DD payment fails (and remains unpaid) VM's processes ultimately log this as a default with the credit reference agencies and ultimately the bad debt gets sold on to debt collection companies. Plenty of past topics about this on this forum and how people have been adversely affected by same.

In regard to cancelling, one of the more reliable ways reported on here seems to be via snail mail to the Sunderland address at the link below

https://www.virginmedia.com/help/cancel-virgin-media

best sent via a signed-for delivery service for proof of a delivery date and allowing time for any postal strikes.

Final billing process is explained here

https://www.virginmedia.com/support/help/billing-and-payment/bill-explainer/my-final-bill-explainer

[Paulina_Z]

Hi @Malcolm5210,

Thank you for coming back to us about your ongoing query. I can see that @goslow was able to advise you further about how your Credit Score can be impacted if your account balance remains unpaid.

Have you been in touch with our team on 150/ 03454541111 to discuss your cancellation options?

Let us know how you're getting on or if you need further assistance.

Thank you.

[Malcolm5210]

No further help required as Ive cancelled the service and my direct debit.

[Jodi_S]

Hi Malcolm5210,

Thanks for the update, we wish you all the best for the future.

If you require any further assistance with anything, please come back to us through this forum.

Kind regards Jodi. 

[Flyfto]

hi carley i am the exact same cannot get through to anyone via text chat or phone for last two nights. what am i meant to do here. absolute joke

[Zach_R]

Hi @Flyfto,

Thank you for your post and welcome back to our community forums. We're here to help.

I am so sorry to hear that you're struggling to make contact with the team. What happens when you try exactly and what's your reason for making contact?

Thanks,
 

[Flyfto]

i am tryin to cancel my contract, im on hold yet again. just getting no answer on phone, chat, whatssapp everything