I ended up putting it in writing and sending by signed for delivery. The address is
Unit 5 Nimbus Park
You have to give 30 days notice as per the Virgin contract as long as you are out of your contract term. If you are still in the contract term you will need to pay out the contract term plus give the 30 days notice. I am cancelling my direct debit at the end of the 30 days notice and put this in my letter to them.
This is what I put in my letter and I put the reference number of my contract for them to link it to me in case its not obvious from my address LOL:
Please take this as my 30 day notice to cancel my full virgin services with you including television, internet and phone. I have now moved overseas and the house is being sold.
I trust everything will continue to work until 04 February 2018. The direct debit will be cancelled after that date. Please refund any overpayments taken to the same account as the direct debit is being taken from.
Hi, been a loyal customer of Virgin for years, but waited until my latest contract (20th may) was over, and phoned to tell them to cancel the contract. Too expensive, etc. I got through using my password, the same password i've used for years. Using the password, I was initially sent different 'advisers'. The last adviser asked me for my password, which I gave. He then informed me that this was not the password, even though I got in contact using the password! He was very abrupt and refused to explain why he wouldn't terminate the contract, despite the fact it was legally up! He then claimed he (Virgin) would send me a new password in the post! Over a week has gone, and no letter from Virgin, surprise surprise. I wrote a letter to their headquarters at the same time expressing my dismay at this turn of events, and shocked by how I have been treated. I am now paying for a contract I no longer want! Help me please, someone. Thank you.
I've never had such a poor experience in trying to simply cancel my virgin media broadband.
I have been passed about for hours now trying to simply request to leave, but apparently not knowing my password means i cannot access my account. They did try security protection questions but the email i log into online is different to the one the contract was sent to. I confirmed both but because i "mentioned" the account email first they could not accept my security answer and hung up. But not before he told me i was rude?! for pointing out rather candidly i wasnt mistaken in what i said.
Then i finally got through to someone again to cancel and they wanted my moving too address, presumably so they could try to convert me at my new property. However i am moving to a temp address in Spain so dont have one. Again they stopped talking to me and just transferred me to another operator which has me on hold for an hour!
I have now been calling for nearly two hours and nothing. All i want to do is cancel my contract!!! ive had it over 13 months so I'm out of my 12 month obligation, just let me leave!!! please!!!
Oh and just so you know Virgin the most frustrating thing out of all this is everytime i call the main line it asks to enter 1 or 2. 1 being all services and 2 being mobile. So naturally for broadband i pressed 1, but it then asks for my bloody mobile number from virgin!!! this extends the queue waiting ive worked out by about 2 minutes EVERYTIME. Honestly, god awful experience and nonsensitcal use of telephone bot techology. clearly designed by a high up exec that knows if they make people wait the cancellations will be naturally lower with no care in world to experience of its customer base.
Not the telewest or NTL experience of old, but corporate virgin bollocks.
I am also trying to cancel my account. After waiting 15 minutes I got through to ome complete half wit who laughed at me and told me to call tomorrow morning at 8:30 when they wont be as busy. I insisted that i wanted to cancel then I was told to be prepared for a long wait.
Every time i have needed to call vigin im met with nothing but difficulty. no other way to cancel other than to call up and wait ages to speak to a human.
This enforces my decision to move providor and highly doubt I will ever return to this crap!
PS Im still on hold !!!!!!!!!!!!!!!!!!!!!!!!!!!!!1
Thanks for your post and welcome to the forums. I'm sorry to hear about your recent experience when trying to cancel.
The team request a forwarding address to ensure you receive your final bill and that should there be a refund due to you, a cheque refund is sent to the correct address.
The teams have been a little busier than usual lately too however they are working as hard as they can to get to you.
If you've not already given in your 30 days notice, give them another call so they can get this done for you.