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Leaving. Message for retentions

Joining in

As per prior conversations, 

We've been happy with the service. However the account broadband is up for renewal in July 11. Not happy with the quoted price so will be leaving for Plusnet which is offering the same @ 25£ pm 50gbs + phone unless virgin can supply same as price wise on renewal. Please can you get back to me on this. Many thanks Mike


Not applicable

Don't blame you but no good posting on here for this. Speak to the retention team via phone on 0345 454 1111 or 150 from a landline. (You will want options 4 then 4). Good luck. 

Very Insightful Person
Very Insightful Person

Hi Mike,

Unfortunately the Forum Team are unable to process regrades, or cancellations, or arrange callbacks.

The phone lines the quickest way to contact VM.  You should try calling 150 from a Virgin landline or mobile, or 0345 454 1111, option 4 (thinking of leaving us), but best to call at 8am when lines first open and are least busy to avoid call queues

Retentions (thinking of leaving us) are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents.

Hopefully you can then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. Or failing that you can place your cancellation with that team.

If you are just wanting to cancel and wish to avoid the phone queues then you can write to them to as per the terms-and-conditions 

If writing make sure you sign it and send it by registered post.

Virgin Media Sunderland SR43 4AA

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cancel virgin media with at least 30 days notice. do not accept any reduced offers. go through with the cancellation all the way. and they'll ring you up a few days later with a much better offer.

Not applicable

Yup fair point you could go for the cliff edge approach but make sure you have marketing contact enabled and the right phone number. 

Very Insightful Person
Very Insightful Person

If you give your cancellation notice, you do also need to be prepared to carry through with it.

Outbound retentions may call, but there's no guarantee. And if they do - you need to be willing to accept any offer there & then. If you miss the call or want to follow Martin Lewis' usual advice to "think about it", consider any offer gone.

But as others have said - the forum team don't do account negotiations so you will either need to call or write in.

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Forum Team (Retired)
Forum Team (Retired)

Hello @modemfish,

Welcome back, thanks for posting.

I am sorry to see that you are leaving us.

Unfortunately, we do not usually deal with package changes from this platform. If you wish to check if we can match this price, then please use our contact us page to see.

Many thanks,

Forum Team

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