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How to disconnect?

Pauja
Joining in

I just want to disconnect so I called twice, I chatted online and I sent an email to one of the sales people and I still haven't got a confirmation that the services would be disconnected. Instead, each time I was offered a new discount just to keep me as a customer. I was told on the phone that they would disconnect the services and that I would get an email confirming that. After a week I still haven't received anything so I have no idea if they are actually going to disconnect it. I'm about to send a letter too but it's just ridiculus what a customer has to do just to leave. I wish I had known that before joining.

2 REPLIES 2

goslow
Alessandro Volta

You can share your cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

Daniel_Et
Forum Team
Forum Team

Hi @Pauja 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear you intend to leave us and about the problems you've been having in doing so 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel