I am trying to cancel my contract with Virgin Media for nearly a week now.
On the phone: I'm being transfered multiple times between moving/retention/termination departments, kept on hold, sometimes even for 10 minutes, just to be told that there is a system issue so my request cannot be fulfilled and I should try later or the next day.
Chat: first of all, there is no direct link on cancellation page in help section, obviously. But if you go to upgrades, it's big, it's red and it works. So I went this way, connected to bot, tried "I would like to terminate my contract" - we're too busy, you should try WhatsApp or call. So I went back to upgrades page, opened chat again and this time I wrote "I would like to upgrade my package". Connected to an agent in seconds. Asked him about cancellation - different department, you should try to call bla bla bla.
WhatsApp: no one's answering for hours so it's not even worth trying.
How does it comply with the below?
Ofcom Fairness Code, Paragraph 5: "Customers can sign up to, change and leave their services quickly and smoothly. Providers ensure that customers who are leaving do not face additional barriers or hassle compared to those who are signing up to new services;"
So how can I cancel those services if I'm being pushed back all the time? I'm out of contract already, so all I need is just 30 days notice which I can't get. I'm already paying for the service I don't want.
I would like to try via post but I'm not sure which address is correct as I can find Nottingham, Sunderland and Swansea one... This is ridiculous and should be regulated by law. Any advise?