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Virgin Media Not Allowing Me to Cancel

LJ23
Joining in

Hello,

I recently had Virgin media set to be installed but on the day no engineer turned up to install. Upon contacting customer service to inquire why, they informed me that the engineer hadn't attended as the pre installation work (which I hadn't been informed wasn't completed) was not done and was given a timetable of 4 to 5 weeks for pre installation to be completed. This is too long a wait as my partner works from home. I therefore have been attempting to cancel my installation and my account. I have attempted to ring customer service, no luck there as I was on hold for an hour after speaking to a representative and had to hang up the phone to return to work from my dinner break. I tried the live chat who provided me with another number to ring (after waiting 80 minutes in a queue) and I have just attempted to ring this pre installation service team but was hung up on after being transferred from one rep to another rep in a "different department". Why is customer service making this so difficult to cancel? Surely its illegal practice? Can anyone give me some advice as to any alternative methods to cancel my installation rather than waiting on hold and being passed around different reps? 

3 REPLIES 3

John_GS
Forum Team
Forum Team

Hi @LJ23 

Thanks for posting and welcome to the community.

Sorry to hear of the issues you've had with both the pre-install work and the cancellation calls dropping - that wouldn't be intentional but apologies nonetheless.

I'll send you a PM to ensure this is sorted.

Best wishes.

John_GS
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

John_GS
Forum Team
Forum Team

Hi @LJ23 

Thanks for joining me on PM and allowing me to sort this for you 🙂

Please do pop back if you ever need further help.

best wishes.

John_GS
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

Cardiffman282
Super solver

Although this is now resolved I think Ofcom would still be interested to hear all about your cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult...

CANCEL VM here: https://www.virginmedia.com/help/leaving


COMPLAIN to VM here: https://www.virginmedia.com/help/complaints


DEMAND COMPENSATION from VM here: https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

DEMAND YOUR VM CALL RECORDINGS here https://www.virginmedia.com/help/dsar-faq