Deaf customer assistance please

[Charles1977]

I want to downgrade or cancel my broadband, as mentioned in the title I am deaf. I do not have a text phone, I do not sign or lip read.

My broadband has become more expensive I can no longer afford it, I have found many different providers that offer me a better price deal. I can even see better deals from you my current provider but I can not downgrade or cancel my current account online.

My contract ran out in 2018 so I can not see a reason why I can not do this online but this is the way virgin do things. I can either phone or be stuck with a service I can no longer afford.

I'm finding it embarrassing to have to say all this in a forum, having to share medical information and admit I can not afford your high prices in public. This is also triggering my social anxiety disorder.

[Charles1977 · Accepted solution]

Cancel this request I found help via reddit. I would like to say though...

You need better communication options for people with disabilities. I should not have gone to multiple forums to seek help with what should of a been private conversation.

[Keenzo]

you can cancel by writing to the sunderland adress, if doing so make sure you send it recorded delivery so you have proof

[Ashleigh_C]

Hi there @Charles1977 

Thank you so much for your post and welcome back to the community forums, it's great to have you on the team. 

I am so sorry that you have faced this issue arranging a cancellation, we do not typically handle cancellation via the forums but due to the circumstance I would be more than happy to see how I can help. 

I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.