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Impossible to cancel!!

Just joined

Sorry if wrong board, but there's no "manage my account/Broadband".

I been in teh phoen and in the chat for HOURS now trying to cancel my account. Nobody picks up the phone and in teh chat after exhausting "security checks", the support people tells me they are transferring me to another agent, and never happens.

HOW do I cancel?? I'm about to lodge a complaint with the regulator because this is absurd! Tried that "send sms" trick, but the number given is not working.

The letter thing is an issue because I know that Virgin media will ignore it. How-do-I-cancel.


Alessandro Volta

Sending a letter seems to be one of the more successful ways to cancel, as reported on here. Doing so carries a certain legal weight and using a tracked/signed for service means it is hard for VM to wriggle out of it.

You can cancel your services by post as per info below

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.

While waiting for a VM forum team reply ...

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.

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

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.

Forum Team
Forum Team

Hi Harta,

Thanks for posting and welcome to our community 🙂

We're sorry to hear you're had some trouble getting through to the team, we don't deal with disconnections via this forum, however, I've popped you over a private message to get a few more details from you.