I have been trying, unsuccessfully, to contact Virgin Media customer service for a while now.
Next month I will move abroad and I need to cancel my contract. Nobody in the Message Us chat answered my requests and on the phone, I just spent hours waiting on the line just to have the call ended abruptly.
I really need to cancel the contract, leave the equipment and leave the home soon.
Can please anybody advises on the best course of action?
I don't really know what to do now, other than contacting a lawyer.
Sorry I dont have an answer for you but I just wanted to say I have had the same issues for 3/4 weeks now with Virgin Media.
All forms of contact with them unsuccessful and unanswered (Call centres, live chat longest one open for 10+ hours, text message, 2 online complaints) so I have now submitted an offical complaint to CISAS as I think its disgraceful to put so many barriers up for customers over such a simple matter.
Seems very underhanded and manipulative from customers point of view.
I hope somebody can help you with your issue and I will be following with interest!
I'm sorry you've been unable to get through to our Retentions Team to cancel your contract and for the frustration caused. I'll get this fed back to our Support Team to check if there is a problem with our Call Routing system. Unfortunately we're unable to cancel accounts on here and appreciate you've tried already but please try again on 0345 454 1111 / 150 or text our Retentions Team on 0753 305 1809. The replies are not instant as they look at each text when received but they will get back to you. Also the best time to call us are weekdays and early in the morning between 8am and 11am during our less busy periods.
The call centres are still open and taking calls - it's best at 8am as then when it's least busy.
To cancel there are the following options:-
1) You could try the text messaging service. Just send a text with a description of cancellation to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
2) You can also call 150 from a Virgin landline, or 0345 454 1111, but best to call at 8am to avoid call queues
3) Write to them to as per the terms and conditions. If writing send it by registered post.
The Call centres may be open for SOME SERVICES but are redirecting customers who want to cancel contracts to live chat as per my very long reply above!
So it would seem the only way is to write by post? Which will then take even longer for customers to put in out 30 days notice, resulting in more payments to Virgin Media and then even after all that what happens if Virgin Media claim no letter was received?
Dear Lisa, please could you put me in contact with somebody that can help me with this issue?
I also tried the text service yesterday. I received a message saying:
"Good Afternoon Apologies for the wait time you have experienced, we value your time and I will be glad to help you further with your query. Just a reminder that replies from this service are not immediate, allowing you to get on with your day"
Then replied to it immediately asking if they needed any further information. No reply. Waited 24 hours, sent another message. No reply. Sent another message tonight. No reply.
Do I really need to send cancellation through post? in the 21st century?