on 24-04-2022 16:43
I've been with NTL then Virgin Media for almost 30 years, but I've finally had enough. I tried to raise 2 simple queries on Friday night, never got connected, spent the whole of Saturday occasionally connected to an agent but with often 10 and sometimes 20 minutes between agent replies, then waiting again to be connected to "disconnections". Never was connected. Finally got connected this (Sunday) morning but they STILL don't seem to have actioned it.
VM seems to have taken a useful technology - WhatsApp - and managed to use it to make their customer service even worse. Why the basic agents can't simply record notice being given? All they seem able to do is listen to me saying "I need to cut costs" .... then offer even more expensive options!
Anyway, 39 hours and still it seems my notice hasn't been activated. Obviously I can can just cancel my DD, or presumably dispute any transaction beyond my end date. But, does anyone know the postal address please? The website is down also so I can't even find this.
VM Customer Service has sometimes been pretty bad over my 30 years, but never this bad.
Thanks
V
on 24-04-2022 17:01
Hi @ntruby
It's possible that the agent you spoke to thsi morning did actually apply the 30 days notice.
VM don't generally send out email to confirm the disconnection date.
A member of the Forum Team should pick yhis up for you and be able to confirm if the disconnection is going ahead.
In the meantime the postal address for cancellations is
Virgin Media Sunderland SR43 4AA
If writing make sure you sign it and send it by registered (signed for) post.
on 25-04-2022 09:02
Hi ntruby,
Thank you for reaching out to us here on the Community.
Firstly, I am very sorry to hear you wish to leave us and for the experience you have had when contacting the team to arrange this. This is not the level of service we expect to deliver.
I would like to take a closer look at the account to confirm if the request has been processed so I am going to pop you over a private message to grab a few details.
This message will be available via the purple envelope on the top right of this page.
Speak soon,