Retentions - Can someone help me please?

[Timbo78]

My contract runs out shortly and I cannot get anyone on retentions who can understand me, nor I them! They can't even understand me when I give them a letter from my memorable word. I also cannot access the main VM website so can't even try to chat online about this. I want to leave!

Could someone from Virgin PLEASE send me a PM so I can get this sorted? The phone support is hopeless for me.

[Daniel_Et]

Hi @Timbo78, thank you for your post.

We're sorry to hear about the poor experience you've had and that you're thinking of leaving us 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

[Timbo78]

If anyone can actually help me with this, please do. The UK call centre needs to contact me by 5pm today. Not the overseas call centre. I get Indian scammers "from Virgin" on a weekly basis. All I want to do is leave. I did want to try to negotiate a new contract but the amount of hassle I have had over this in the last 24 hours has made my mind up. I want a UK call centre retentions call to cancel my services. Nobody else.

[Timbo78]

So that's that then. 16 years a customer and I was paying half the bill before then, from day one of Virgin Media and before that NTL etc, and I'm off because I can't get to talk to retentions in the UK. Daniel_Et did what he can but my new contract would be more than my old one, so it's time to go. A sad day really.

[Timbo78]

My current package is £100 and a few pence. After giving my notice and wishing to end my services on January 11th, when my contract expires, I've been sent an email telling me my next bill be £135 AND THEN I am being caned for another £131 in January! This is ridiculous. I'm also told I have an ongoing "new package" of £29 a month! What the hell is going on?

[japitts]

It's standard practice for billing to continue upto the date when your services are disconnected, and for a final bill to then be produced to take account of the period of unused service.

If that billing period staggers the loss of any time-limited discounts, it will be for a higher amount than your previous bills.

A minimum of 30days notice is required for all disconnections, so if you've given that notice today - your services will remain live until on/around January 16th.

[nothappy18]

I would just cancel the payment and let them try to take you to court.

[Daniel_Et]

Hi @Timbo78, thank you for speaking to us via private message.

If you have any further issues or queries, please don't hesitate to contact us.

Regards,
Daniel