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amberdoc
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Impossible to cancel my account!

I moved out of my flat using Virgin broadband back in April, and have been trying to cancel my account since the end of March. Due to Coronavirus, the customer service facilities have been lessened which I understand but it is IMPOSSIBLE to cancel my account and I’m now being charged upward of £100 for broadband that I haven’t used in months and have been trying to cancel. 

 

The only help on the website for cancelling your account is a contact number, and every time I call the number and go through all the steps before I reach “thinking of leaving”, the result is that I’m told to consult the website. And it just goes in circles without any sort of resolution! 

 

I’ve even emailed a manager of Virgin that I found online when someone had a similar problem, and also received no help! Not only can I not afford to pay for a service that I haven’t used and no longer wanted, but the toll this is taking on my mental health is devastating! Please help me!

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clareloujames
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Re: Impossible to cancel my account!

It's so ridiculous isn't it! They've made it as hard as possible to cancel knowing that surely during this time so many people couldn't possibly continue to afford their services. It's disgusting. I'm trying to cancel myself and I can't wait to put them in the back mirror. Theyve turned into a really crap company

Robert_P
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Re: Impossible to cancel my account!

Hello amberdoc

 

Sorry to hear you're leaving us and for the issues faced trying to arrange this. We appreciate you taking the time to make us aware via the forums.

 

We aren't able to cancel accounts via the forums I'm afraid, the teams are really buy at the moment but If you give the team a call on 150/0345 454 1111 option 1 then option 4 this will get you through to the cancellations team who will be happy to look into this further for you. 

 

Alternatively, you can text us your query for free on 07533 051 809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. 

 

Rob

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amberdoc
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Re: Impossible to cancel my account!

Hi, when I call the number you provided I’m asked for my account number and then told my only options are to 1) make a payment 2) hear why making a recent payment might not be in my account yet. That’s it

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Robert_P
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Re: Impossible to cancel my account!

Very strange, that's the correct number. We have tried it ourselves here and it gives us an option 4 'thinking of leaving'

 

Rob

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TLS1
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Re: Impossible to cancel my account!

I've been trying to cancel my TV package but I honestly don't think there's anyone at the other end of the phone. How long are folks supposed to wait?

Online complaints are not even acknowledged - I've had enough!

Next stop Swansea with the tracked and recorded letter giving 30 days' notice - they can now keep the whole damn lot, broadband and phone included!!!

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Corey_C
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Re: Impossible to cancel my account!

Sorry to hear this, TLS1,

 

Have you texted the number previously provided?

 

Cheers,

Corey C

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TLS1
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Re: Impossible to cancel my account!

I'm onto it now, Corey. Thank you.

I have to say though that I'm very unimpressed by how difficult Virgin are making this process. The whole website is full of upgrade offers and you can do this with the greatest of ease, but as soon as you want to downgrade there's no facility for doing so and you just get ignored. This is a shabby way to treat the public.

Anyway, I think I might be finally getting somewhere with the text messages so thanks again for your help.   

 

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Corey_C
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Re: Impossible to cancel my account!

Thanks for replying TLS1, And again, apologies for the inconvenience. 

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TLS1
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Re: Impossible to cancel my account!

My earlier optimism was unjustified.

I am now being passed over to yet another 'department' and have already been asked to provide my account details on 3 separate occasions.

This is either gross inefficiency or a deliberate time-wasting ploy. 

I think I'll just get looking for a new provider. I'm not under any contract and I'd be crazy to put up with this sort of treatment from VM any longer! 

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