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VM unable to terminate contract and close the account

Joining in

Yesterday I spent 3 hours on the phone and spoke to 15 different (I counted) agents in 2 departments - retentions and moving.

After calling VM I described my request to the first agent in the retentions department - I am selling my second property. It has been unoccupied just occasionally I have stayed in it and let my friends from the island who needed a place to stop on the mainland use it (I live on the Isle of Wight, and the property is in Southampton).

Agent, I have spoken 2 took all the notes of why I want to disconnect the service and told me that since I am selling the property service can only be disconnected by the "moving" department.

After being transferred to the "moving" department I repeated my story and the agent verified it with previous notes. Subsequently, the agent asked me if I live in the house to which I truthfully replied that I do not, it was my second house. After that, I was informed that because I am not moving and I do not live in this house, the "moving" department can not disconnect the service, this can only be done by the "retention" department. From that moment I was stuck in an infinite loop of transfers, in total I have spent over 3 hours on the phone talking to 15 different people being transferred between moving and retention.

In the end to finish it all, I tried to tell one agent that I am in fact moving to the north pole and no I will not need virgin media on the north pole but subsequent agents were not really interested in anything I have to say, they just repeated pattern of security questions, contact details, reading the notes and transferring me over and over again.

I tried web chat after that and the same pattern was repeated, agent in retentions keeps asking me if I am selling the house. Knowing what I know I refuse to answer the question and just repeat my request for disconnection. So far we are getting nowhere.

I am at the stage where I refuse to answer any question from any agent and just repeat my request to disconnect me. According to the contract, I can request disconnection and I am not aware that I am in any way obliged to give a reason why I want to disconnect. 

Anyone has any Idea what to do?




Forum Team
Forum Team

Hi there @MarcinE


Thank you so much for your post and welcome to the community forums, it's great to have you here. 


I am so sorry you have faced this issue when trying to cancel your package, we do not typically handle disconnections via the forums, but due to your experience I would be happy to take a look and see what we can arrange. 


I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.