Unable to cancel broadband

[jakem2046]

Evening all,

Can someone tell me the best way to cancel my broadband contract.

I've been disconnected 3 times whilst waiting on the phone to talk to someone (all on hold for 45 min +), tried live chat and WhatsApp and no one responds. Thinking of just cancelling the direct debit but don't want this to affect my credit rating.

Really not surprised Ofcom are investing Virgin for making it difficult to leave, its beyond a joke.

Thank you.

[goslow · Accepted solution]

Write a letter and send to VM via a signed-for delivery service (so you get a confirmation of receipt with a date/time) and give your 30 days notice to cancel. See

https://www.virginmedia.com/help/leaving

and use the 'I want to cancel' button for the Sunderland address to write to

Make your experience known to the OFCOM investigation via the email address and case ref. no. at the bottom of this page

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

and/or use

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

with the same info

Don't cancel your subscription though. That will only backfire on you as you have already noted.

[jakem2046]

Is writing a letter the only definitive way of getting them to cancel my contract? I've already sent a compliant to Ofcom.

[goslow]

It depends on what you are wanting to achieve.

Are you wanting to cancel VM and leave (with no further contact/negotiation/discussion about renewing etc. etc.)?

If so, writing a letter should do that. If you use a signed-for delivery service you should get a date/time when your instruction was delivered to VM and that starts your 30 day notice period.

No guarantees that VM can't/won't mess it up in some way but a written letter does have a certain legal weight in delivering your instructions to VM.

Other contact means are listed in this post from one of the VM forum team.

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Contact-Us-link-broken/m-p/5289678#...

As you have discovered though, the likes of live chat, WhatsApp, text message etc. can be spun out by VM for as long as VM likes so you may not gain anything time-wise. It is this kind of behaviour by VM that has prompted the OFCOM investigation.

Some reports on here suggest that phoning in early at 08:00 when the lines first open gives the best chance of getting through with least delay. Go via the 'thinking of leaving us' route. Ideally record the call if you can.

The choices of how to cancel are up to you, based on whatever from the above suits you best.

[jakem2046]

thank you for your responses. Ridiculous that the quickest way to cancel requires sending a signed for letter (I have to pay for)!, certainly won't be signing up to any more contracts/services with Virgin,

[goslow]

It is indeed ridiculous but that is the scenario VM has chosen to create and that is why OFCOM is now taking a look at what VM has been getting up to!

[Chris_W1]

Hi jakem2046, thanks for the message an welcome to the forums. 

I am sorry to hear that you want to cancel the contract and the fastest way of cancelling is by calling the customer relations team on 0345 454 1111 options 1, 4 and 4. 

Full information on how to cancel can be found here

Chris

[-tony-]

---

@Chris_W1 wrote:

Hi jakem2046, thanks for the message an welcome to the forums. 

I am sorry to hear that you want to cancel the contract and the fastest way of cancelling is by calling the customer relations team on 0345 454 1111 options 1, 4 and 4. 

Full information on how to cancel can be found here

Chris

---

well the powers that be did not like my earlier reply and deleted it but it stands - the reply from Chris is an insult to the OP who is clear that he has tried all the usual methods and got nowhere - maybe some help would be better - the team here will tell you they cannot process cancelations - THEY CAN - its not usual but it can be done - that would be better than telling the OP ways to cancel that he has already tried

[WorstISP]

Yes, they're deliberately trying to make it difficult. Make sure it's a registered letter, because otherwise they might "lose" it. Please do make a complaint to Ofcom about how they have refused to cancel your contract over the phone.

[jpeg1]

For Virginmedia still to be behaving in the same way, weeks after OFCOM started their investigation into this very practice, it's almost as if they are being deliberately provocative. Do VM think they are just too big to be reprimanded?