On 7th January I received an email notification like so many others that my bill would be increased from March 2022. I have been with VM for many years but due to circumstances, this was the last straw and I decided to cancel and move to an alternative. more cost effective provider.
When I spoke to the 'I want to leave department' on 10th January I was offered a small monthly discount of £4.00 which I refused. I gave 30 days notice to cancel my Virginmedia internet, TV and landline bill on 10th January to take effect on 12th February 2022. Due to the price increase, the notice of increase stated that I could cancel without penalty. A couple of days later, someone who said he had "more scope to offer me an even better discount" phoned me but I pointed out that I had already made my decision and had taken on an agreement with BT to instal broadband and a landline with effect from 8th February.
I heard nothing further until an email bill arrived on 9th February for the period 10th February to 9th March, payable on 1st March, effectively for the period after my service ended. I spoke to the VM accounts department to explain the above, they confirmed that my previous bill of 8th January, paid on 1st February 2022, covered the remaining time outstanding on my Virgin contract. I asked for the bill to be corrected but apparently the accounts department are not able to do this! Shortly after my call was cut off abruptly.
When I managed to get through to another person at VM, i was informed that the reason I was given by the call centre for Virginmedia not being able to close my account was that action had not been taken to transfer (Port) my landline telephone number to my new service provider. Since the 8th February, I have been receiving phone calls through my new BT installation and when I phone BT to confirm that the transfer had been completed, they confirmed that all procedures had been carried out prior to the number being moved.
I have spent over three hours speaking to various VM call centre staff, over the last few days to try to resolve the problems described. While I have now finally received an email informing me that my service will be disconnected, even though it has actually been disconnected from my home when the BT internet and telephone installation became operational five days ago!
It would restore a little of my confidence in VM if this total administrative mess at VM could be sorted out but having read many other comments on this forum, I am fast coming to the conclusion that this company no longer has any interest in its customers and I am pleased to say, I am no longer one of them.
