I plan on cancelling my contract. When is best time?

[BobM111]

My current contract expires on 4th Oct 2024 and I plan on cancelling after 35 years with Virgin (Telewest when I started). I wanted to know best time to cancel (30 days notice) without incurring further charges after my bill from Sept till October. The price of my current package rises significantly after that and as my wife and I are in our 70's, it is just not affordable. I have sourced another package from another provider and will be sorry to leave Virgin, but it is what it is.

Reading other customer posts regarding cancellations, it seems Virgin should be looking at other ways of dealing with bills at end of contracts. Charging customers after their contract has finished, ( I know bills are a month in advance ) then refunding them seems rather harsh to me as it can be a substantial sum sometimes. Anyway, I look forward to any advice given. My thanks in advance...

[Derwentmailman · Accepted solution]

Ring them up 30 days before your contact finishes i.e. 4th September and best time to ring them is 8am.

[Matthew_ML]

Hey BobM111, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about this.

As mentioned we would need a 30 day notice.

If you wish to give your 30 days’ notice you can do it  by just sending a WhatsApp with a description of the cancellation to 07803089684 or you can send a letter to Virgin Media, Sunderland, SR43 4AA. 

[BobM111]

Will I be charged exit fees?

[BobM111]

Thank you for your reply. As you can see, retaining customers isn't VM strong suit.

[Matthew_ML]

Not if you are out of contract no, however if you was in contract then yes.

[Matthew_ML]

I am sorry to hear this, are you leaving because of the price or the deal you are on isn't working for you anymore?

Have you taken a look here to see what offers we may have for you? 

[BobM111]

Have you looked there? Every offer is an upgrade! No option to downgrade package...TV, Broadband or phone

[BobM111]

To repeat myself, because I'm not sure Forum team reads these posts correctly. My current contract expires on 4th Oct 2024, so for all intents and purposes, I am still in contract. Do I have to wait till I'm out of contract to give you 30 days notice, then receive a bill for that month for a vastly significant rise on that same package

Or do I give you 30 days notice now (while still in contract ) and be penalised with cancellation fees?  Sheeeesh!....

[unisoft]

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@BobM111 wrote:

To repeat myself, because I'm not sure Forum team reads these posts correctly. My current contract expires on 4th Oct 2024, so for all intents and purposes, I am still in contract. Do I have to wait till I'm out of contract to give you 30 days notice, then receive a bill for that month for a vastly significant rise on that same package

Or do I give you 30 days notice now (while still in contract ) and be penalised with cancellation fees?  Sheeeesh!....

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No you don't. September 4th is fine and no exit fees. You may be required to return kit if its still current, and you may get an appointment to collect or a return pack through the post with pre-paid label. They will let you know.

I would ring in o customer services selecting the Leaving Virgin option rather than standard customer services as people had varying results with WhatsApp team. Or you could send a recorded letter on Sep 2nd indicating termination date and account number to the address VM staff gave above and being clear about listing the services to cancel so there is no reason for ambiguity.