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Provided notice. Charged for additional time

Tuning in



posting here as there appears to be no way to contact virgin media. I’m out of the country, the live chat doesn’t work and you don’t have an email address (btw… really?!?)

I called in plenty of time (6 Oct I think) to tell you that I was moving on 9 Nov. I spoke to Vilma at 14:21 (all calls are recorded for training and monitoring purposes 🎉).
I relayed the information to Vilma who put me on hold for ages and then disconnected the call. I never got a call back so I assumed you had what you needed. Vilma is your agent. I provided you notice

I called back around a month later as I hadn’t received any info about returning the router. Another agent told me that my previous conversation is on the file but nothing had been actioned (maybe Vilma was having a busy day?). He could read the notes to me so there’s clear audit trail to demonstrate I provided notice.  He had to put a future date of 30 days from my second call as the system wouldn’t allow a retrospective date (boo! Silly system). He did however assure me that “raising a case” would resolve this. I can’t see how to raise a case so I’m posting here so you can demonstrate that my experience (although frustrating) is a one off and you will now behave like a responsible service provider (and in accordance with uk contract law).


I’ve cancelled the direct debit to help draw your attention to this matter (I am nothing if not helpful).


Thanks I’m advance for your help

Account number: REMOVED

Area reference: 03

Payment reference: [REMOVED]


[MOD EDIT: Personal and private information has been removed from this post.]


Forum Team
Forum Team

Hi @joef1005 

Welcome to our community forums and thank you for your first posts.

Sorry to hear the line was cut while discussing canceling your account. We can understand the frustration caused. Typically after processing cancelation, you should receive confirmation via email or in your online account regarding a pending disconnect We also typically have a 30-day disconnect I have sent you a private message to look into a resolution. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 


Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Thank Akua replied to your PM. 
It’s worrying the line was cut! I wonder who did that? I’ve never known a call I make to a friend or family member to be cut. Just at random. Must be a technical thing I guess. Might be worth asking a telecoms company about. 
I do know about your 30 day notice period for customers who are out of contract. I’ve been with you for around 20 years you see, so I’m very familiar with how VM works. That’s why I made doubly specially sure to call VM with enough notice. 

I’ll look forward to the resolution. 

Call terminations are quite a thing when it comes to VM cancellations

Cancel VM here
Complain to VM
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thanks for the link. Very interesting. I have had similar experiences in the past where purely coincidentally I was trying to cancel previous contracts and a crystal clear line suddenly cut. It’s why I’m very careful to give the details I need to convey  to the first person I speak to. That way, if my call is tragically cut short, VM have all the info they need in their system (especially since they do thoughtfully record calls).   Notice  given is to an organisation not a named individual so there no need for those nice people in legal to get all cross.  And of course we can rely on VM to seamlessly share pertinent information internally because they are like family and they love us and value our relationship. They say so in the many letters and emails. 

Tuning in

Posting here as impossible to get through to anyone. 

Im out of the country and not spending anymore time or money on hold to VM

If you want to discuss I’m on [MOD EDIT: Personal info removed]

my previous posts contain account info 

your system notes show my calls and also that I gave notice before the original call was dropped. You’ve passed to a debt collection agency but I’m out of the country so if you want to resolve you need to call me. 

Please action this. I can be reached on [MOD EDIT: Personal info removed]


im not calling VM again. It’s never ending hold at £1 a minute 

Forum Team (Retired)
Forum Team (Retired)

Thanks for your response joef1005,

From checking we can see that our team has invited you into a PM.

To avoid any confusion we'll allow responses to occur from there.

Take care,


Hi Kain

thats great but I have no PM. In fact I just checked and I have no messages at all. Nor can I see the message I PM’d your colleague in ‘sent’. 
just so we’re all clear - I’ve spent a great deal of time trying to resolve this for VM. Should the matter continue much longer I’m going to need to bill for my time. My hourly rate is £280 and we’re over 10 hours and counting. Passing the matter to debt collectors without attempting to resolve the issue is very much frowned on and I’ll happily fly back to the UK to represent myself and add that to the costs I counter sue you for.