Virgin Media Community

[Jessman2]

I rang Virgin on 1st February and spoke to someone regarding cancelling my landline/TV/broadband package. I was told that I would have to give 30 days notice and that my last date would be 1st March. I was told that I would be receiving an email notifying me of this cancellation. 2 days later I received an email stating that I had changed my package deal and all this lady had done was cancel my phone line (not TV or Broadband) but Virgin had already been notified of this by SKY the day before - basically my request was ignored! I phoned again 2 days later and spoke to someone again (who I could barely understand and vice versa) asking to cancel EVERYTHING. After much deliberation, she agreed to cancel and promised me she would send an email confirming the cancellation - request ignored for the second time! I tried to do a live chat with someone and got so far with the cancellation and was told that unfortunately just as they were trying to cancel the "system went down" and was cut off - request ignored for the 3rd time! I decided that I was i going to send a letter informing then that I have already given 30days notice from the 1st Feb and my last day was the 1st March. I paid £6 to get this via royal mail and got a signature from someone called P.Smith on Sat 4th February. So far no one has responded to this letter - request ignored for 4th time!. I have since done 2 more Whatapp chats (the last on the 10th Feb) with Xian and was promised that they would cancel the full package and they would be sending a pre-paid jiffy bag in the post so that I can send back my hub and tv box . This would take 7-10 working days. We are now on the 10th day and still nothing has been received - ignored for 5th and 6th time! What do I have to do to leave your dreadful company????!!!!!

I suffer with my blood pressure and have become very ill over this constant strain of trying to leave. Its absolutely disgusting behaviour and no wonder you have terrible reviews! I have been a loyal customer since you first took over Telewest and your treating me like this? I just want the stress of another payment/blacklisting because I have cancelled my direct debit to be gone. 

Any other advice?

[newapollo · Accepted solution]

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@Jessman2 wrote:

I rang Virgin on 1st February and spoke to someone regarding cancelling my landline/TV/broadband package. I was told that I would have to give 30 days notice and that my last date would be 1st March. I was told that I would be receiving an email notifying me of this cancellation. 2 days later I received an email stating that I had changed my package deal and all this lady had done was cancel my phone line (not TV or Broadband) but Virgin had already been notified of this by SKY the day before - basically my request was ignored!

I just want the stress of another payment/blacklisting because I have cancelled my direct debit to be gone. 

Any other advice?

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Hi @Jessman2 

VM don't generally send out a cancellation confirmation email.

The returns packaging is generally sent out around 10 days after the account has been closed.

It sounds like you are transferring your landline phone number to Sky. The landline needs to be active and not in "cancellation" status to enable Sky to take over that number. Once your landline is ported over to Sky then that part of your VM package will be removed from the VM billing.  The "new" package deal email you received shows that the landline phone number was in the process of being transferred to Sky.. It doesn't mean that the rest of the account would stay open.

The rest of your account (TV and broadband) should still be disconnected under the 30 days cancellation process once the 30 day period is completed (March 3rd)

By calling back and asking for the FULL package to be cancelled this might prevent your phone number now being transferred to Sky.

A member of the Forum Team may pick this up for you, invite you into a PM to perform account validation and check that the cancellation is still being processed correctly.

[Alex_RM]

Hi Jessman2,

Thanks for posting and welcome to our community 🙂

We're sorry for any confusion regarding your cancellation. newapollo has given an excellent explanation as our cancellation process. 

So I can double check this for you however I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm