Taking Virgin Media to a small claims court

[Joe180t]

Hello,

Wondering if anyone can help me taking Virgin Media to a small claims court? You need to name a person and address during the claim process. Would I be best using Lutz Scholes as the name? What is the best address?

The claim relates to my trying to cancel my service, and Virgin Media failing to disconnect me after the 30 days notice I gave back in February. It appears the Virgin Media representive I spoke to on 6 Feb failed in his duties, so when I rung up on 8 March as instructed to do so, to get disconnect, they wanted another 30 days notice! I'm now paying for a service I don't need and don't want. After today's phone call to Virgin Media they claim someone will ring me back in 7 to 10 working days and will disconnect me then. As I've spoken to three people already and I've either been misinformed or lied to, I'm not confident I will get the phone call. By the end of March Virgin Media will be owing me around £100, and want to be ready with the small claims court submission.

Thank you

Mr Turner

[Ernie_C · Accepted solution]

You’d be better formally complaining to Virgin Media before going to ADR (Ombudsman Services) before going to small claims.

Complaint Process : https://www.virginmedia.com/help/complaints

Ombudsman Services : https://www.ombudsman-services.org

[japitts]

To add to Ernie's excellent advice, VM is a limited company and so can be named on any legal claims. But any judge worth their salt will expect claimants to exhaust all non-legal avenues before resorting to court action.

VM subscribe to ADR via Ombudsman Services, and you would be expected to have exhausted that before going straight to a court claim.

[Joe180t]

Yes, a complaint has apparently been made on my behalf by the VM representative today. I'll see what happens from that, and take it from there. Thank you.

[用心棒]

Consider also putting in a Subject Access Request  for either all of your data or a specific period of interest to see what audio recording or agent notes exist, read more here Online Subject Access Request FAQs | Virgin Media Help

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[Zoie_P]

Hi @Joe180t,

Thank you for your post and welcome to our forums 😊

I am so sorry this was not actioned correctly for you and that you have not had much help from our team on this.

I would love to take a look into this for you to see what has happened.

I will pop you over a PM and we can go from there.

Zoie

[Zoie_P]

Hi @Joe180t,

Thank you so much for messaging with me, I am so glad I could help you with this and all is looking good now. Please pop back if you have any issues. We will be here to help 😃

Zoie

[Shalily]

Dear Mr Turner,

Did Virgin ever resolve this issue for you? Because we are experiencing the exact same problem and are at our wits end. They even admitted over the phone that it was a mistake on their part that they didn't disconnect us when we asked to be and that they would therefore cancel the bill they'd mistakenly sent us after the 30 day notice period was over, and yet they keep harassing us and sending us more bills! We were also told that a manager would get in touch with us after 7 to 10 workings days and that never happened. Hopefully this can be resolved as we are also strongly considering taking legal action. All best, S

[goslow]

If you have already made a formal complaint to VM, go to the ombudsman via the processes and timescales below

https://www.commsombudsman.org/our-process