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gustavmahler
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Coming up to my first year as a customer

I became a Virgin Media customer in March 2019.

Owing to the fact that I would not have passed a credit check, the Sales Consultant recommended that my partner signs up for the account although the bills are paid by DD by me.

I need to negotiate the terms to decide if I stay with VM but my partner and I are no longer together. My partner does not live at my address.

 

I was mistakenly advised in a text convo with VM billing that I could text personally with queries on the account.

It seems this is no longer the case.

Please advise and time is running out and I do not want to cancel without discussing terms for renewal.

 

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Re: Coming up to my first year as a customer

You are in a difficult position.

You are not the account holder so can’t re-negotiate the contract.

You could get your ex to transfer the account which costs £20 but, I believe, still means a credit check which you may fail unless your credit health has improved sufficiently.

Your best option, I suggest, is to get your ex to cancel the account, or get it declared she has gone away and cancelled. You could then become a new customer with better pricing but again with the potential credit health issue.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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gustavmahler
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Re: Coming up to my first year as a customer

My partner has attempted to cancel the contract. A password has never been set up on the account.

Virgin have now sent two letters with validation codes (?) that I have not received. The first one was sent on 22rd January.

It is now a month from the end of the 12 month contract.

I have now filed a complaint via the Virgin website.

I am now cancelling not renegotiating.

The customer service is appalling.

 

 

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Forum Team
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Re: Coming up to my first year as a customer

Hi gustavmahler

Sorry to hear this is happening.

Sadly we are not able to cancel accounts on these forums.

If the named account holder cannot remember the memorable word on the account, then we can always ask secondary security questions 

When we send a letter out it can take anything up to 10 days maximum

When was the last time this was requested 

Gareth_L

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gustavmahler
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Re: Coming up to my first year as a customer

The first letter was supposedly sent on January 22nd.

To the best of my knowledge, no secondary security options were set up.

I understand that this can't be done via the forums but I wanted to make VM aware that I am terminating my service come hell or high water.

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gustavmahler
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Re: Coming up to my first year as a customer

Two letters have allegedly been sent and have not arrived.

After making a complaint, my partner has had two calls from Virgin Media and on both occasions the phone rang off after a few seconds.

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Re: Coming up to my first year as a customer

Hi gustavmahler,

 

Thanks for coming back to us. I can see from checking the account holder is speaking to our team relating this matter and it'll be sorted asap.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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