i've spent/wasted HOURS on the phone over the last few days waiting for an answer. Hence used the forum in despair. The link to legal you supplied doesn't work - mistype. Anyway where is the address on legal pages?? I'll try texting.
i've now spent 3 days on text number you provided trying to get either any response or a helpful response. Mostly nothing happens at all. Circles and circles and robot replies.
I finally found an address buried in the legal stuff - why can't it just be in "contact us" on the web page??. I've written by post to confirm all my other messages and attempts to say i'm leaving leaving from 24 February.
Total and utter frustration at all aspects of customer service. It seems Virgin are forcing people to contact them the way Virgin wants (if they can find any way) not the way that suits the customer. Coronovirus is no excuse for lack of response - there are plenty of people without jobs you could employ.
so after over a week on the text number you gave me with occasional replies and exchanges of messages and also regular auto reply saying this is the right number for contracts i got a message yesterday saying they can't do cancellations and to phone - WHICH IS WHERE I STARTED OFF 2 weeks ago. Phone auto response still says could be an hour to answer and to use online BUT it's impossible to use on line for cancelling. I've tried phone from time to time held on for a long time but i have other things to do and don't have as long as an hour to spend on the phone and there is no message about where you are in the queue to give you some idea. Totally despairing!
This has been Virgin's MO for years and the regulator does absolutely nothing about it. It's bordering on criminal. If I were you I would be looking to get in touch with Trading Standards at this point.