Cancelling

[sonicm]

Hi all, I hoped following the Martin Lewis article that Virgin may be improving things but it seems from looking around here that may not be the case. I am trying to cancel and have been on the chat for over an hour and got to go out, is it best to just send the mail letter to them and make it recorded delivery (so it doesn't get lost)?

[goslow]

A recorded delivery letter does seem to have to most successful outcomes based on reports on here. No guarantees VM won't mess it up though. Use the 'I want to cancel' button below

https://www.virginmedia.com/help/leaving

for the Sunderland address to write to.

While waiting for a VM forum team reply ...

You can share your hopeless cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

[Paul_DN]

Hi sonicm,

Thank you for reaching out to us in our community and welcome, sorry to hear you are thinking of leaving and have not yet had a reply Via chat after 1 hour, it can take up to 24 hours for a reply.

There are alternative options available, Call: 150 (free of charge) from a Virgin Media landline/ Mobile or 0345 454 1111 from any other phone, options 1,3 then 4.
WhatsApp: +44 7305 327 112, this can take up to 24 hours for a reply.
In writing: Please use the address in our Terms & Conditions here.

Regards

Paul.