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Leaving unless I get a proper discount

Tuning in

Can an admin get someone from retentions team to call me please? Can't be bothered waiting hours even for online chat these days.

Failing that I'll just cancel my direct debit and wait for someone to call me that way.


Very Insightful Person
Very Insightful Person

The forum team can't organise calls from outbound retentions, nor can thney process cancellations as they don't have access to the relevant systems.

Cancelling your direct debit will mean the account will remain open and you will be billed late payment fees. Failed payments may also affect your credit score and also possibly result in the debt being sold off to a third party. 

The quickest contact method is by calling either 150 from a VM landline or mobile, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

You can also speak to the team on WhatsApp on 0730 532 7112 but this method can take 4 to 6 hours as phone calls take priority..

You could try the live messenger chat 

Also, as indicated on that page, you can use good old snail mail.

Write to Virgin Media, Sunderland, SR43 4AA, including your name, address and account number. Send it by registered (signed for) post.

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Thanks for your reply.

I waited half a day with on online chat for leaving but without reply from a human, hence tried here. That's disappointing.

I can't ring earlier as I start work at 8.

I'm sure trading standards will be interested that Virgin are making it difficult for me to cancel my account even when my contract is expired. At £51/month for standard broadband and nothing else I'll take whatever hit comes my way with the direct debit.

Ofcom would certainly be interested in hearing about your cancellation experience with VM


COMPLAIN to VM here:



Hi there @randv69 

Thank you so much for your post and welcome to the community forums, it's great to have you back with us. 

We are so sorry to hear that you have faced issues completing a cancellation with us and we understand how frustrating this must be. A big thank you to newapollo for their post and they are correct, we are not able to complete cancellations via the forums, but as well as the phone line, you can cancel via WhatsApp on 07305327112 or you can write to us to cancel at the address found online here