Terminating broadband contract

[GPatG]

Have been trying for TWO days to get through to Virgin to terminate our broadband contract. Called 150 and 0345 454 1111 and followed the prompts, also tried the chat line. Get answered by call centre and passed back and forth to various departments and every time get cut off. Have spent hours trying to get through, why is this service so difficult! How else can I get through, pulling my hair out.

[Andrew-G · Accepted solution]

VM make cancelling as difficult as they know how, and they do that because the regulator Ofcom is spineless and won't use it's ample powers to stamp out practices like this.

You can either keep trying, and enjoy dealing with VM's dismal processes, and even more dismal staff, or you can cancel by recorded post to the address on this page.  That's right - it's 2022, and this company still offer no online account management options, and they still expect customers to deal through their crap 1990's call centres, as well as enduring AOL tactics when trying to cancel.

Don't forget to let that spineless regulator know how you feel.

[Natalie_L]

HI GPatG, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear you have been experiencing issues reaching the team to request the cancellation. 

Although we appreciate the delay must be frustrating, I am afraid this is not something we are able to arrange from here sorry. 

Further information and guidance on how to disconnect the services can be found here. 

Thank you,