Is there a postal address for virgin media?

[jolliffe456]

I've been trying to close my account for days but the system is clearly designed to make this near to impossible, with chat bots that go round in circles and never answering phone lines. So I'm just stopping payments an plan to send back the router by post. 

Been a customer since they took over telewest and blueyonder. Such a huge liberation to be free of them at last.

[goslow]

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@jolliffe456 wrote:

I've been trying to close my account for days but the system is clearly designed to make this near to impossible, with chat bots that go round in circles and never answering phone lines. So I'm just stopping payments an plan to send back the router by post. 

Been a customer since they took over telewest and blueyonder. Such a huge liberation to be free of them at last.

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Cancellation address in Sunderland and other info here

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

Send your cancellation letter via a signed for service with proof of delivery. If using Royal Mail, factor in any delays due to postal strikes.

You'll find plenty of past topics on here why cancelling your DD before you have finalised all of your dealings with VM is a bad idea (namely the possibility of damaging your credit history and being referred to debt collectors).

VM will continue billing you during your 30 day notice period and then issue you with a final bill.

[jolliffe456]

thank you, I have kept records of my chatline and what's app conversations where I tried to close my I account. The last what's app exchange continued for hundreds of messages over three days with no outcome. Phone lines were no use either. I won't be paying them anything further but I do intend to seek compensation from them.

[goslow · Accepted solution]

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@jolliffe456 wrote:

thank you, I have kept records of my chatline and what's app conversations where I tried to close my I account. The last what's app exchange continued for hundreds of messages over three days with no outcome. Phone lines were no use either. I won't be paying them anything further but I do intend to seek compensation from them.

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The final billing process is explained here

https://www.virginmedia.com/support/help/billing-and-payment/bill-explainer/my-final-bill-explainer

VM will continue to bill you up until your disconnection date. After that you get a final bill. If you owe VM, you pay that off and leave. If you are in credit VM pay you (via a cheque!)

Unfortunately, if you take your own actions, rather than completing the processes above, VM will very likely take their own actions. These seem to be largely automated process from the topics on here, referring missing payments to the credit reference agencies and then to debt collectors, and have caused some past customers big problems when seeking new goods and services requiring credit checks.

If you have the logs of your attempts to cancel, one of the forum team may offer to help you via PM when they reply here in a day or two.

While waiting for a forum team reply, put in a monitoring complaint to OFCOM. This won't help you individually via an investigation of any kind but will contribute to a collection of evidence of how difficult VM make the leaving process

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Refer to the OFCOM fairness commitments here

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2019/broadband-and-phone-firms-put-...

and points 5 and 6 about being able to leave easily and being treated fairly.

[jolliffe456]

Thank you for this excellent advice. Yes I have got logs of the exchanges. I certainly will refer this to OFCOM, the process has been clearly and deliberately obstructive.

[JohnSe]

No address on that page. There is a "post" icon but it is not clickable. Probably changed the page since you posted your answer.

[newapollo]

Hi @JohnSe 

The postal address is below.  If writing include all of your account details and send it by registered (signed for) post to 

Virgin Media
Sunderland
SR43 4AA

[fedupsue]

Virgin are definitely trying to prevent people from leaving them.  They have made it impossible to convey the intention to leave to them by all the usual means.  Since this is an internet/online service, there should be a simple way of sending a text message with account number and intention to leave.  They insist on an online chat which leaves you without response for hours or days.  They do not answer the telephone and they hide any land based address so that a letter is difficult too.  They are a horrible company and need scrutiny and yet no enforcement service seems to do that.

[Steven_L]

Hey fedupsue,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having trying to cancel your account with us, unfortunately we cannot cancel your order from the forums team. What happened, when you tried to reach us on the phone? 

You can request a disconnection in writing to this address Virgin Media Sales Operation Support, Virgin Media, Sunderland, SR43 4AA, this address is also stated in the terms and conditions of your contract, this can also be found here in section N.

Kind Regards,

Steven_L

[fedupsue]

Hi Steven L,

Spoiler

Thank you for taking the time to get in touch.  When trying to reach Virgin on the phone I got a message about Whats App, but that has just re-iterated the same things as the online chat, and still will not acknowledge the wish to cancel.  No human interacts with the caller and the Whats App system just does not progress the cancellation.

I understand that I can write, pay for a signed for letter etc., but we are speaking here of a company that want everything done digitally, and make any personal contact extremely difficult, whilst at the same time not offering a decent online service either!!  Why should the customer be faced with having to WRITE and POST a LETTER,  paying for a signed deliver etc., just to bring a 16 year poor and expensive service to an end which is a LEGAL right!  I doubt a letter would even be acknowledged by this company.  

I consider Virgin to be obstructing my wish to legally end my association with them,  and I will not tolerate such behaviour from a company like Virgin. I will take this company on in every way that my legal training has taught me.  They deserve enforcement action from their local Home Authority Trading Standards Department and from Ofcom, and indeed from the Courts.  I intend to give them as much bad publicity over this as I can.  

Thanks for your response, and my first action will be to cancel my direct debit.  They have no case for breach of contract as they are refusing to deal fairly with their customers.  I would in fact ENJOY attending a small claims hearing with the copies of all my attempts to cancel and to see what a Judge makes of their obstructive tactics, because I am clearly not the only one suffering this incompetence from them.

Thanks again