Thinking of leaving phone call

[jarramackem]

Why would I call VM, get through to thinking of leaving and my call not be logged as a disconnection request?

12th August I rang in, spoke to whatever team answered and told them the renewal was too expensive and I wanted to leave, after a few attempts by the lady to get me a better deal I was passed to retentions, lady there also tried but could not get me a deal without speaking to her manager. I was promised a call back and was still waiting today when I tried to call in.

I got through to a guy who told me I have not had a disconnection notice applied and has added one from today. He has advised me my disconnect will now be October! Refused to put me through to someone else, said he could not do that, weird that it happened on the 12th no problem.

This is costing me over £100 more than it should because of VM and there woeful customer (dis)service.

I've read a few complaints online about how bad CS has become, now I understand why people are angry.

[jarramackem]

Same to me regarding leaving (phone call though), plus no notice added to my account, so its costing me another two weeks paying over the odds for a lesser service

[Derwentmailman]

If you are determined to leave then just give them the 30 day notice via the various methods available.  If phoning insist on the 30 day notice to terminate services for 30 days hence.  If done today by phone that would be for 22nd September. 

[David_Bn]

Thanks for reaching out to us @jarramackem, and welcome back to our Community Forums!

Sorry to hear of the disconnection request not seemingly been honoured as issued to our team over the phone.

Check out the envelope in the top right hand corner for a private message from me and I'll take a closer look into this for you

Thanks,

David_Bn

[Mr_K]

Don't bother ringing if you genuinely just want to leave. Just send a recorded delivery letter to :-Virgin Media, Sunderland, SR43 4AA

Any other method they will just mess you about. (The CS has won the worst award again, congrats VM....  https://www.which.co.uk/news/article/virgin-media-named-worst-major-broadband-provider-for-customer-...)

[jarramackem]

I had a call back on Saturday, Lovely lass from Scotland. She confirmed that I had requested the disconnection in my original call. She proceeded to ask why I was leaving, at the end of it all I kept my package for another 18months and had a £7 reduction in price applied. Happy days. There are some good CS out there - I guess you just need to patient!

[Paul_DN]

Hi jarramackem,

Thank you for reaching back out with an update, glad to hear you are staying with us after being offered a package at a price you were happy with, if you do need any further help then please do not hesitate to reach back out.

Regards

Paul.