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Customer retention strategy

ramclarke
Joining in

I have after 2 days and 3 hours on webchat and telephone calls realised that VM strategy for customer retention is to not actually answer when they know you want to cancel. This is appalling and should be investigated as a matter of urgency by OFCOM.

2 REPLIES 2

Cardiffman282
Super solver

You will be delighted to hear that it is being investigated and rightly so. You can tell Ofcom all about your cancellation experience with VM too https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult...

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Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Kath_F
Forum Team
Forum Team

Hi ramclarke, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you're having trouble speaking with the team. 

There are 3 ways you can cancel the services: 

  • 1️⃣ You can speak to the team on 0345 454 1111 and selecting options 1, 4 then 4 again. The team are experiencing a high number of calls currently but are working as quickly as they can to reach you. 
  • 2️⃣ You can WhatsApp the team on 07305327112. Replies aren't instant and can take a few hours however it does allow you to go about your day whilst waiting for a reply. 
  • 3️⃣ You can write a letter stating that you wish to cancel your services. You will need to include a few details including Your account number, name and full address and contact details for you. Send this to Virgin Media, Sunderland, SR43 4AA. 

The team will process your 30 day notice from any of these 3 routes. 

Let us know how you get on. 

Thanks, 

Kath_F
Forum Team

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