Cancelling tv and broadband out of contract

[SW246]

Absolutely at my wits end trying to cancel my home tv and broadband package 😞

I’m now out of my 18 month package for tv and broadband and trying to cancel to no avail. Have spent a total of 3 hours on the phone across multiple calls with no luck speaking to anyone, and no online functionality to deal with it that way. 

Virgin have doubled my package price to tempt me back to an 18 month deal but I’m planning a house move soon so cannot commit to that, nor it seems cancel the current one at £96 a month just for tv and broadband! 

Total stalemate costing me a huge amount of money - HELP!!! 

[newapollo · Accepted solution]

Hi @SW246 

The best route is to call 150 from a Virgin landline, or 0345 454 1111, options 1,1,4 and 4 (thinking of leaving) but it's best to call at 8am to avoid call queues

This should put you through to Retentions (thinking of leaving) however your call may be picked up first by a front line agent. If this happens be firm and say you want transferring to Retentions. 

Retentions are generally based in the UK and do far more than cancellations. They have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents should you wish to negotiate a new deal rather than just cancel.

The text messaging service can't deal with cancellations, unlike the whatsapp service (0730 532 7112), however waiting times are generally around 4-6, often longer, due to phone calls taking priority.

If you want to avoid the phone and whats app completely then write to VM

Virgin Media
Sunderland
SR43 4AA

Be sure to send it by recorded (signed for delivery) and include all your account details.

[pap200]

I could have written this post myself.

I am also trying to cancel my account after an increase in my bill from £33 to £60 and have also tried twice to call and had to wait over an hour each time without speaking to anyone.

I also tried whatsapp after the suggestion above and that is the same - "busier than expected today" "unprecedented demand" etc etc.

Is the plan to make it impossible to cancel so that we have to stay customers forever?

My favourite part was the 2nd time I called and the message said to avoid the long queue it would text me a link to use.  So it did...and the link said to cancel my account I needed to call the same number I called which gave me the link to avoid the long queue.

Any suggestions?

[Matthew_ML]

Hey pap200, thank you for reaching out and a warm welcome the the community. I am sorry to hear about the bill increase. 

I am also sorry to see you are looking to leave us.

Also with WhatsApp, it's not an instant response and can take 24 hours for a reply.

We do have many ways you can leave such as you can it Just send a text with a description of the cancellation to 07533 051809 this will go into a queue, or you can send a letter to Virgin Media, Sunderland, SR43 4AA. 

You also have the options newapollo has mentioned. Thanks