I would like to Cancel.

[JoshMarmont1]

 I honestly don't understand how you're supposed to escape this scam company, my price went up 2.5X and I cannot cancel!! I've sat on the phone for ages with no luck and then after nearly an hour on the chat they just stop responding, not even telling me I'm in a queue anymore, avoid at all costs, it's an entrapment type scam to sign up for them. 

[goslow · Accepted solution]

If you simply wish to cancel, with no further negotiation or discussion with VM …

You can cancel your services by post as per info below

https://www.virginmedia.com/help/cancel-virgin-media

Virgin Media, Sunderland, SR43 4AA

Use a first-class, signed-for delivery service. This will give you a date/time of delivery when you gave VM your 30 days’ notice to cancel. Also keep a record of the tracking number.

If you cancel during a minimum term period VM may charge you early disconnection fees.

You can share your unhappy 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.

[Ashleigh_C]

Hi there @JoshMarmont1 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

We are so sorry to see you have faced issues cancelling, while we are very sorry to see you go we would like the cancellation process to be as easy as possible. 

A big thank you to goslow for their advise here so far, can I also ask if you have tried calling on 0345 454 1111 and selecting options 4 and 4 again from the main menu? 

[JoshMarmont1]

I appreciate the responses, ironically, after this post and about 2 hours from my initial message, somebody responded and managed to sort it for me, I had tried phoning previously on 3 separate occasions, twice of which I was on the phone for over an hour, I tried cancelling a couple years back when my last deal expired and had all the same issues, I only stayed because I was offered a very good deal but I could only get in contact with someone by cancelling my direct debit and waiting for VM to phone me.

All the individuals I have managed to get through to and speak to have all been polite and courteous and helpful for the most part but unfortunately the company as a whole operates in a shady way, we don't even bother connecting our phones to WiFi anymore because it got so bad

Thanks again for the help

[Daniel_Et]

Hi @JoshMarmont1, thank you for your response.

We're glad this has now been sorted for you, but we're sorry to see you go and hear about the poor experience you've had. 

We always take on board feedback we receive and will certainly pass this along to the relevant teams. 

Regards,
Daniel

[JoshMarmont1]

Thanks Daniel I appreciate that, if you could add another complaint about the final bill that be great thanks. I understand it's not you personally but the idea of paying a full month for 2 days of service which hasn't been used for it then to be refunded by cheque is just another classic Virgin Media scam from this shady company. I hope ofcom bankrupts Virgin.

Kind regards, 

Josh

[Alex_RM]

In order for us to raise a complaint for you Josh, we'll need a few more details.

I've popped you over a private message.

Alex_Rm