I am sure many of you are unhappy with the price increase and wish to cancel your contract. They offer two ways of doing this, one is via a phone, other is via a written letter. Due to government guidelines a lot of people are not allowed out due to shielding or self isolating so the phone number is the only way available to you. If you keep a log that shows you made reasonable attempts to contact Virgin, then the ombudsman will likely rule in your favour in any disputes or complaints as you can prove you made reasonable attempts to contact Virgin.
I suggest you keep a log of all attempts to contact Virgin with details of day, time, and what occurred. Here is my example:-
22/01/2021
11:00 - received letter informing me of a price increase of £4.50 a month and to call 150 to cancel this if you are not happy.
12:32 - Called 150 to discuss. Recorded message saying we are busy try later. Call dropped.
13:49 - Called 150 to discuss. Line engaged tone.
13:49 - Called 150 to discuss. Line engaged tone.
13:49 - Called 150 to discuss. Line engaged tone.
13:49 - Called 150 to discuss. Line engaged tone.
14:00 - Called 150 to discuss. Line engaged tone.
14:00 - Called 0345 454 1111. No number tone.
14:00 - Called 0345 454 1111. No number tone.
14:01 - Called 150 to discuss. Line engaged tone.
14:06 - Called 150 to discuss. Line engaged tone.
14:19 - Called 150 to discuss. Line engaged tone.
14:23 - Called 150 to discuss. Line engaged tone.
14:27 - Called 150 to discuss. Line engaged tone.
14:28 - Called 0345 454 1111. No number tone.
14:29 - Called 150 to discuss. Line engaged tone.
Hope this suggestion helps some of you against Virgin. It just seems that Virgin is doing its best to stonewall customers. Phones not working, no online chat, or email cancellation and the other other way, by letter, that is currently not viable for many in the country due to COVID restrictions.