How To Cancel Virgin Media

[PieJesu]

Hello to everyone.

Any tips or tricks on how to cancel Virgin Media ?

After being with them since they started as Southwestern Bell, I

have finally decided that I am tired of struggling with rising prices and

reduced customer service.

I understand it can be a difficult process to leave, so any help would be appreciated.

Take care and many thanks,

[PieJesu]

Hi Alex_Rm

When do VM send the "final bill" ?

Why is none of this documented in any correspondence ?

Thanks for your input.

[archercj]

'If it turns out you’ve got some credit on your account, we’ll pop that amount on a cheque and send it to you in the post.'

So I tell you what we can cancel our direct debit with you and if there is some debit on our accounts, we'll pop that amount on a cheque and send it to you in the post.

Seems fair to me.

[Lee_R]

Thanks for getting back to us @PieJesu 

Sorry for any confusion.  The final bill would be sent out shortly after the account fully disconnects.  The reason we continue to bill in advance, is because you'd be surprised by the number of "last minute" adjustments we get asked to make around a cancellation.  Be it extending the disconnection request or even stopping it altogether.  We can pass on your feedback about communication to the relevant teams.

Regards

Lee_R

[glen45hk]

Thanks for posting this @PieJesu,
I'm about to cancel my account after 12 Years.
The Ofcom link is also helpful.

I hope you get your advance payment back quickly.

I understand that pending charges can take time to reach billing,
and the vendor may want to hold some money against that.

However, if there are no services on an account which could generate
pending charges, I'd expect advance payments to be refunded quickly.

My account has broadband and a phone line which is never used, so
I'll be keen to see how long things take to 'finalise'

All the best to everyone struggling with this stuff which is made much
more challenging than it need be.

[PieJesu]

Thank you to everybody who posted information.

Just a quick update.  My account finished to day with Virgin Media.  On the same day they have taken a full month's charges from my account to cover the next month.  When I spoke to a lady at VM she could not understand why I disagreed with this.  I informed her of the conversation I had with another person at VM regarding this might happen and that I was told "you will not have to pay that bill".  She just didn't seem to understand why I was querying the money VM had taken - for a full month's service that I have cancelled and as a result, can not be used.

You couldn't make this up.

[Joseph_B]

Hey @PieJesu,

With this as we will in advance the system is automatic, as you have now had this payment taken, this should get retuned to you once you get your final bill through which should come through shortly.

Joe

[PieJesu]

Another couple of things to be wary of .....

When your phone number is ported to your new supplier, Virgin Media's telephone system will no longer recognise your landline number which causes the call to disconnect if you enter it when asked to.  Added to that, you can not call for free any longer as 150 will no longer work as you do not have a VM landline any longer.

So, you also have to pay to call and query the unauthorised money taken from your bank.

I still have not received a "final bill" and I am still £55.48 (one complete month) lighter in my bank account.

Reported all this to Ofcom but they do not deal with "individual cases".

I also noticed Ofcom started their enquiry into Virgin Media in July 2023, so why is this still happening to people ?

[Gareth_L]

Hello PieJesu.

Thanks for the update.

Can we ask if you have called the team yet to query the final bill.

Without checking your account it sounds like everything is okay.

We bill in advance so the standard bill gets sent if it goes beyond the disconnection date. We then work out any over charged and refund this by cheque. 

If you need us to look into this, please let us know.

Gareth_L

[PieJesu]

Hi Gareth_L

I called Virgin Media to query the bill and they were not very helpful.

The full amount for next month was taken from my account.  I am not sure why this "sounds like everything is okay".

Taking money for services that VM know they will not and can not be provide, as they are after disconnection, is extremely bad customer service.

[Ashleigh_C]

We do bill one month in advance @PieJesu and you are continued to be billed as normal until the date of your disconnection. Once the disconnection has taken place you will receive a final bill with a credit back for any services paid for but not used.

You can find more information on this here.