Leaving

[Ridgeanne]

Looking for the best way to cancel and leave. My contract is now up and I just can't afford virgin any longer. 

[Ridgeanne]

Been with virgin almost 20 years, one contract ends and I'm now being charged almost 3 times as much! New offer just £5 cheaper! Disgusting for broadband only. Can't wait to get out and find another provider! 

[Client62]

When the time comes it is best to cancel by signed for letter :
https://www.virginmedia.com/help/cancel-virgin-media

[jbrennand]

You need to call in and tell them you are cancelling.  That will get you their best offer to stay.  But its a game of nerve... see this for pointers.

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For contract renegotiation... - see Andrew’s comments in message 6 of this thread

https://community.virginmedia.com/t5/Community-Natter/New-contract/td-p/4888761

[jaybo1973]

Hey. I'm here for the same reason. My desk ends next month. No chance I can pay the price it goes up to. Not sure if they try to keep on to customers, so I guess it's time to look around for a deal somewhere else.  Who do we contact to cancel as they will just start taking the new amount

[goslow]

Answered by Client62 in your earlier topic on the same subject

https://community.virginmedia.com/t5/Networking-and-WiFi/Contract-end/td-p/5399640

[goslow]

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@jaybo1973 wrote:

Hey. I'm here for the same reason. My desk ends next month. No chance I can pay the price it goes up to. Not sure if they try to keep on to customers, so I guess it's time to look around for a deal somewhere else.  Who do we contact to cancel as they will just start taking the new amount

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Use the 'Thinking of leaving us' option if phoning in. Recording the call is recommended if you can.

Or write in to give your 30 days notice

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

using a signed-for delivery service for proof of delivery

[Ridgeanne]

I literally cannot believe the treatment I have received. Not only did I ask to leave but I was told to cancel my contract, the system was down and I would be called back in 20 mins. That was last Tuesday and I'm still waiting. If I didn't want to leave before, I definitely want to leave now! 

[goslow]

You can cancel your services by post as per info below

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

Use a first-class, signed-for delivery service. This will give you a date/time of delivery when you gave VM your 30 days’ notice to cancel. Also keep a record of the tracking number.

If you cancel during a minimum term period VM will charge you early disconnection fees.

'The system is down and someone will call you back' story, preventing the customer from cancelling, is mentioned on here with some regularity.

Antics like this have prompted and investigation by OFCOM into VM's cancellation processes.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

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

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.