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theidleburger
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Message 1 of 9
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Leaving Virgin Media, why is it not straightforward?

I telephoned Customer Services on the 1st of November, I was transferred to the retentions department and I agreed with the op to close my Virgin Account with the 30 day notice (I am out of contract 10/11/19).

On the 2nd of November I received an email from VM informing me that (pasted below)

Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.
Quick recap of what you now enjoy:
Your new package now includes:
No new services have been added
We've removed:
Phone: Telephone Line Rental - Talk More Anytime - Caller Display - Free Voicemail
Here's how your changes affect your next bill:
Your next bill will be generated on 29th November 2018
Your next payment is due on 17th December 2018

 

Note the quote "You won't need to sign a new contract".   

Shortly I then received a further email stating that I needed to create an e signature as my new contract starts on the 21st of November 2018.

Why is there so much chaos when terminating a contract?  Any advice welcomed.

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Very Insightful Person
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Message 2 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

Did you port your phone number?

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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theidleburger
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Message 3 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

Sorry I don't understand ports................. this is just baffling, all I want to do is legally finish completely with Virgin Media TV Broadband & Landline  it's not complex brain surgery 

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Very Insightful Person
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Message 4 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

The question is really:

Did you contract with another supplier for services, including a landline, and ask that new supplier to retain your existing landline phone number?

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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theidleburger
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Message 5 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

Yes
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Moderator
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Message 6 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

Hi theidleburger,

Very sorry for any confusion caused with regards the emails you've received. These have been generated automatically as you told you'll be transferring your phone number your new provider. To do this we need to leave the line open until the new provider contacts us to arrange the transfer, after that the line will be disconnected at our side.

If you'd like me to have a look at your account to make sure everything is going as planned, please feel free to reply to my private message with your details.

Best,

Michael_JK
Forum Moderator

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Stu-Penarth
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Message 7 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

I can’t leave, they keep leaving me on hold so long I have to put phone down as other things to do. On my 3rd attempt this morning 

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Stu-Penarth
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Message 8 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

My daughter is queuing now, into her 49th minute  either a mass exodus of customers leaving or they’re just messing with us

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Message 9 of 9
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Re: Leaving Virgin Media, why is it not straightforward?

Hi Stu-Penarth,

 

Thanks for your post and a warm welcome to our Community Forums!

 

Sorry to see that you've been held on hold for an extended period of time when trying to cancel.

 

We are aware that our retentions team have been very busy over the last few days.

 

This is partially due to a system failure on Friday that meant we weren't able to assist customers for almost a three hour period and this has resulted in a backlog of customers calling into our centre

 

Did you managed to complete this cancellation process with our team?

 

David_Bn

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