I wish I could help, but getting the run around from VM customer services when you’re trying to leave appears to be par for the course. With its total lack of continuity and coherence, VM customer service’s unwritten rule appears to be that ‘customer retention’ is akin to holding customers hostage until they’ve given up the will to fight. They make closing your account and getting in touch as difficult as possible. If you do manage to get in touch, they will draw out the verification process for as long as possible. If, after much dissuasion, you still insist on leaving, they say they will action your request, then do nothing. They have basically delegated their customer complaints process to CISAS, so best use that (having waited the obligatory 8 weeks after submitting a complaint to VM via their website). The vast majority of CISAS complaints against VM are upheld. Why is no one surprised?
”The vast majority of CISAS complaints against VM are upheld.”
Do you actually have any data to confirm this assertion?
The statistics can be found on cedar.com
According to the latest CISAS outcomes data (for Q2 2020) 19% of VM broadband and landline cases were ‘not upheld’, leaving the remaining 81% either ‘upheld’ or ‘settled’. Granted, this is an improvement on Q4 2019, where the bar was set at an appalling (or if you are a complainant, extremely impressive) 1% of VM broadband cases and 2% of VM landline cases ‘not upheld’. The bottom line is that if you make a complaint to CISAS against VM, you currently have an 81% chance of success. I’ll take those odds any time thanks.
Sorry to hear you've had problems getting in touch to cancel. The phone lines are busier than usual but are available for cancellations (150/ 0345 454 1111) if required please leave a text message on 0753 305 1809 and the relevant team will be able to back-date your notice if needed. Alternatively cancellation can be done by post, the address can be found here on the website.
I'm sure any issues with the service can be put right, if that's something you'd like further help with please let us know and we'll do our best from here.
Twice this afternoon I have rung 150, gone through the menu options for cancellation, finally got to speak to someone who said they would transfer me to Cancellations/Retentions and both times I was promptly cut off.
You would think that being able to transfer a call would be a pretty basic achievement for a communications company...
I've submitted a complaint but I suspect it will take forever for a response, so I will try 150 again tomorrow when I am less annoyed.
Thanks for posting on our community forums. Sorry to hear you've had some difficulty getting through to our cancelations team and that your call was disconnected, this would not have been intentional.
We are extremely busy at the current time and it is taking longer than expected for your call to be answered. Unfortunately cancelling an account is not something we can deal with through our community forums.
Please give our team a call on 150/0345 454 1111, our opening times are from Monday-Friday 08.00-21.00 and Saturday/Sunday 08.00-18.00.
My contract ends 21 November do i need to give notice to cancel My broadband Tv and Phone package
at 17:47, Oct 19:
Good Afternoon! Thank you for contacting the Web Messenger team, Apologies for the wait time and inconvenience caused. I've got your query and I'll help you with it, in order to do this, I just need to get a few details. To begin with, please help me with the following :
1. Account number
2. Name on the account
3. Confirm if you're the account holder
at 17:50, Oct 19:
60xxxxx02 Brian Race i am the account holder
at 17:52, Oct 19:
Thank you Brian. Have you already spoken with anybody from our office if they were able to offer you a new contract?
I found the account. I will now confirm the security checks on your account so that I can access it.
Can I take the 1st , 2nd and 4th characters of the secure password please?
The password I require is the one you quote whenever you call to speak to our team and not the password you use to access and view your bills or online account. I will send you a secure form to enter these details.
no can.t get anybody to respond as i have had really bad Wi-Fi for months and can't get it sorted after doing every test possible
at 17:57, Oct 19:
I'll try checking if there's anything good to offer on your account before I pass you to our cancellations team.
And thank you for that. You're in! To keep your account information safe, we recommend deleting the text/conversation history after the chat and please use the secured forms next time.
I'll be right back
At the moment on your account the lowest deal we have is for
£60 , for the same broadband, ( the top pack) and talk weekends phone. it's a discounted price from £82.00
But I couldn't find anything lower 😞
at 18:05, Oct 19:
that's not the issue its the Wi-Fi its so bad at night I'm down to less than 1Mbps and still not getting resolved after months of trying
at 18:38, Oct 19:
It's been 30 minutes now are you passing me to your cancellations team
at 19:00, Oct 19:
Is there anybody there it's now been one hour since you last communicated
at 19:09, Oct 19:
Good evening Brian,
You are through to . I can see that you have contacted us in regards to your package. I can certainly look into the account details and help you on this.
at 19:11, Oct 19:
It's the bad Wi-Fi that's the problem
at 19:15, Oct 19:
I just wanted to let you know that I am going to be away from my desk for 15 minutes on my break. As we have not yet resolved your enquiry I am going to keep hold of it so I do not have to pass you to someone else. As soon as I’m back I will pick up the conversation where I left off. Don’t worry we will get everything resolved for you as quickly as possible. Thank you so much for your patience just keep the chat open and I’ll be back soon.
at 19:29, Oct 19:
Hi I am back.
at 19:29, Oct 19:
Are you the cancellation team
at 19:31, Oct 19:
I am from the Billing team.
Would you mind me asking for what purposes you use the internet for?
at 19:34, Oct 19:
Have you read the above my Wi-Fi goes down to Below 1 Mbps at night and i am now fee
d up with it
at 19:35, Oct 19:
Please stay connected while I am transferring you to our customer relations team who has the access to cancel your services and after a 30 days notice, your account will get disconnected completely.
We are just about to transfer you to our Customer Relations Team. Due to the current situation with Covid we have a greatly reduced volume of people to support our customers. We are working hard to help as many customers as possible but you may have a significant delay. Please keep your chat open and we will get to you as quickly as we possibly can.
at 19:36, Oct 19:
Hello you’re through to the Customer Relations Messenger Team. Our opening times are 10am until 6pm, Monday to Saturday. We have your query and member of our dedicated team will be with you as quickly as possible. As this is a digital platform, responses will not always been instant allowing you to also carry on with your day. Thank you
at 19:36, Oct 19:
Surfacing is like watching paint dry
Why have i been put through to you when you are closed
at 19:45, Oct 19:
I am giving you notice that i will cancel my payments ON "21 NOVEMBER and will paste and copy the whole of this conversation as proof you take no notice to what i am trying to achieve