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mcr007
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Message 1 of 9
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Trying to cancel but VM staff keep hanging up on me

Let me get this totally clear: CANCEL MY BLOODY ACCOUNT

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Very Insightful Person
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Message 2 of 9
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Re: Trying to cancel but VM staff keep hanging up on me

Speaking to offshore or UK staff?

 

you will have to persist with the phones.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

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mcr007
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Message 3 of 9
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Re: Trying to cancel but VM staff keep hanging up on me

UK

It's very clear they have no motivation left with people complaining about channels been removed etc. but they are getting paid to do a job and we have a right to cancel our accounts.

One member of staff today suddenly pretended I wasn't talking when I was asking for a manager, thanked me for my call and wished me a nice day before hanging up.

Going to complain to the regulators about this.

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Very Insightful Person
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Message 4 of 9
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Re: Trying to cancel but VM staff keep hanging up on me

Go for it. CISAS is the regulator (OFCOM won’t do anything) and they require an official complaint to be open for 8 weeks.

 

Asking for a manager isn’t a magic cure-all these days. The supervisors and managers are there to manage the staff, they have the same tools as the 1st line people in solving problems.

 

Just call up and express you wish to cancel again, and that you are not interested in any deal to make you stay, state you are giving your 30 day notice to cancel in from the point of your call.

if you want to go further, record your call, and advise the operator you are doing so if you do so that you can use it in future as proof. Be aware it is in the operators rights to hang up the call without saying a word if you tell them you are recording as it is their right to privacy.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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username52
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Message 5 of 9
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Re: Trying to cancel but VM staff keep hanging up on me

This has happened to me tried to ring twice got sent through to customer detentions after a 15 min wait and then it lost the line.

Rang again and it hung up after another long wait before anyone answered this time!

What happens of you just cancel your DD? And not speak to anyone

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arrgee1991
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Message 6 of 9
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Re: Trying to cancel but VM staff keep hanging up on me


@mcr007 wrote:

 

Going to complain to the regulators about this.


@Contact Complaints @ Virgin Media with a letter.  It will be resolved.  

Complaints, Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ​

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cje85
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Message 7 of 9
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Re: Trying to cancel but VM staff keep hanging up on me


@username52 wrote:

This has happened to me tried to ring twice got sent through to customer detentions after a 15 min wait and then it lost the line.

Rang again and it hung up after another long wait before anyone answered this time!

What happens of you just cancel your DD? And not speak to anyone


They will list it as a default on your credit report and pass the matter to debt collectors.

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username52
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Message 8 of 9
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Re: Trying to cancel but VM staff keep hanging up on me

Ok thank you for that. Even of you are out of contract?

What do you have to do to cancel then? If they won't speak to you?

I did try a third time but they told me the system was down and they would ring me back but they didnt 

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Forum Team (Retired) Kaz_A
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Message 9 of 9
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Re: Trying to cancel but VM staff keep hanging up on me

Hi username52

I'm sorry to hear that you've had issues getting in touch with our cancelations team

I've just replied to your flagged post but we generally work these in date order so my apologies it's taken us a bit of time to respond to you.

Sent a letter to cancel

I'd like to pop this on your account to show you've been having issues getting in touch to arrange this with our teams.

I have sent a PM to you that you can find on the top right in the purple envelope and if you can pop back to me on this that would be great.

Hope to speak soon!

 


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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