@Fed100 wrote:
I just wonder what people do in the end to resolve matters - is any external assistance helpful e.g. involving local MP? - Legal team?
From another topic, but similar issues, this is my understanding of the leaving process
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancelled-My-Package-Just-Received-...
It is a generic process so, for some customers, they will use the service up to the very last day before disconnection and may well run up usage charges in arrears in that time and, after that, they may not return VM's equipment. VM have designed their processes to protect themselves from this and to tie in with their monthly billing cycle.
Can't say I specifically object to this but what is totally unacceptable is that there are plenty of topics building on here which seem to suggest VM are causing delays to the process of leaving by cutting off cancellation phone calls, turning disconnection requests into contract renewals, failing to provide returns packaging in a timely fashion which generates equipment charges and other such antics.
As far as complaining goes, would suggest you firstly log your experience with OFCOM using the links at message #11 above. Thereafter you should be complaining to VM and (when they return a totally meaningless, pick-list response) take the complaint to CISAS for arbitration.