Retentions

[derryck]

Rang 150 to help a friend cancel her rolling contract, but the “Thinking of leaving us” option seems to have disappeared from the phone menu. Customer Services just kept offering her a different package at a higher price, which isn’t what she wanted. How best to proceed?

[newapollo · Accepted solution]

Hi @derryck 

The thinking of leaving is still there, option 4. when dialling 150 from a VM landline or mobile, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

there's also  good old snail mail.

Write to Virgin Media, Sunderland, SR43 4AA, including your name, address and account number. Send it by registered (signed for) post.

If you don't want to be tied up on the phone you could also you can text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112.This often takes 4-6 hours- phone calls take priority. However, it's taking longer at present due to the price rise emails.

[derryck]

There wasn’t any such option, went practically straight through to CS. Maybe Retentions were on holiday or something! Very odd, not the usual rigmarole at all!

[Kath_F]

Hi derryck, 

Thanks for taking the time to post about your friends issues contacting the team to arrange a cancellation of their services. 

The retentions team are available on 150 / 0345 454 1111 options 1, 4 then 4 again. The team may try and see if there are any available promotions or discounts but if she doesn't want this, she can advise them that she just wished to cancel. 

The team can then go through the disconnection process with her. 

If she has any further issues, let her know about the other options newapollo has posted above as these will also get the 30 days notice submitted. 

She can also create her own forum account and contact us here if she has any further issues. 

Many thanks,