Left in Limbo! I’ve cancelled, but had no confirmation.

[davetj_uk]

I cancelled my Virgin media account on 02/10/2023 and still had no confirmation email.  I was told by the advisor that after making my next due payment (which I have done) my account would be closed on the 01/11/2023 and because I have an old Hub One modem/router I should take this to the local electrical recycling tip.  However, because I have had no confirmation that my account has now been closed/finalised I’m left in limbo.

Do I cancel my Direct Debit now?  Do I take the router to the tip?  What a way to run a company, and treat customers like this.  I just need someone to confirm this cancelation.  By the way, it took my 30 minutes just to go through the initial security checks on the phone because the girl I spoke to couldn’t not understand English properly.  What a way to run a company!

[Cardiffman282]

Keep the DD running.

VM are too snooty to communicate anything like a cancellation to its customers so watch out for a final bill instead and be grateful. 

Donate the Hub One here https://www.tnmoc.org/

[goslow · Accepted solution]

There seems to be little/no consistency in how VM processes cancellations as far as confirmations go.

Some do actually receive an email confirmation. Some can see an 'order' appear in 'My Virgin Media' which is the instruction for cancellation. Some get a letter in the post confirming. When I left last year I received the latter two.

VM will continue to bill you as per your normal billing schedule right up until the date of disconnection so the usual advice is to leave your direct debit in place until you are certain you have concluded all dealings with VM.

Once your service is disconnected you will receive a final bill shortly after. If there is a debit on the account you pay that and leave. If there is a credit VM refunds you (though not necessarily quickly!)

Equipment returns are listed here

https://www.virginmedia.com/help/return-or-recycle-equipment

which now includes Hubs 3, 4 and 5

Final billing is explained here

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

If someone moves your topic to 'Management - Cable' you should get a reply from the VM forum team within a few days who might offer to confirm your cancellation is in progress.

As you have already stated, what a way to run a company!

[davetj_uk]

HI goslow..  Many thank for your reply.  My final bill should be zero, because the agent told me that I should pay my next payment and that would be all I owe to take me through the month of October, with my end of contract date being 1st November.  That bill has been paid.  However, I'm not holding my breath!

Cheers