This was my third attempt to cancel the service because we are moving house. Dreadful quality of service from Virgin prompted me to look elsewhere for my next service provider. I am out of fixed contract and have just been paying monthly for the past few months.
I decided to weather it out this time. Spend 35 minutes listening to awful screeching that whoever set it up might call music. The first person I spoke to said she needed to transfer me to the "correct" department even though the number I called was listed as the number when wanting to cancel your service on the website. Why does there need to be a intermediate step before reaching who you want? Anyway, after another 5 minutes on the wait, when I got through said I would like to cancel my service because of moving house. The guy asked why we're not keeping the service and I answered it is because I am swathing to mobile broadband. Immediately after, I heard a click on his end end then no replies to any of my voices, questions and later on curses. It might have been coincidence but the timing was all to convenient. Having read similar experiences from other customers, I can only conclude that the call was dropped intentionally. On my end I was still connected and the little timer that shows you call duration kept on ticking away.
Why can't we just cancel our services through the same website that shows all information about our contracts, services, usage and everything else? Why are we forced to call this dreadful, non-existent service? Yes, I know, they would like to sell us more crap instead of finally breaking free from this **bleep**.
So, how can one cancel the service these days? Stop the direct debit? Keep on calling the various support numbers and get disconnected? File a complaint and deal with it for 3+ months for something that should have been straightforward? Is it even legal to withdraw all means of cancelling a service with the excuse it's COVID? Come on, it's been 7 months!
Did anyone have any success cancelling their contracts or services in past few months?