No acknowedgement of Cancellation

[dush]

I have written to VM to cancel my broadband service. I have a copy of the letter that was sent via registered mail to the address in the contract & website. I have proof of postage. The cancellation has not been acknowledged.

I then contacted VM via WhatsApp to be told that I cannot cancel my services over letter - despite that being stated on your website and the contract I had signed with you.

Could you please action the cease & credit for the incorrect billing?

Happy to give details over PM.

Edit: CEO's complaints team has dealt with it. 6 mins on the phone with a pleasant person & credit and cancellation acknowledged.

[Trebor87]

This message is very concerning to all, can you cancel your end of contract or not. If not the Virgin Media have changed their T&Cs without notification in writing. Virgin Media please make this very clear if you can or not.

[Trebor87]

Cancel by letter I should add.

[dush]

The CEO complaints team called and confirmed of course you can cancel by letter - it's in the T&C's.

This is strategically purposeful without individual fault. The retentions team are targetted a certain way. The complaints team another. But it means VM can collect more cash so finance is happy.

[dush]

The red line marks the cease being actioned. Finally!

[dush]

As a finale to this debacle the box VM send to send their equipment back isn't large enough to fit the newer hub with the power adapter and 2 plume pods.

[Tom_W1]

Hi @dush thanks for your reply here, we're sorry to hear this.

If you need to return more things if it doesn't fit in one package, you can either return them directly into an O2 store and they will take care of things, or you can request more package here 

Many thanks