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wont answer phone

Just joined

i have been on the phone for over 60min with no answer

when i go online i am advised that if i want to alter or cancel my contract i need to contact by phone but this is impossible as no one is answering

what alternatives do i have?

do i just go to the bank and cancel my direct debit?


Alessandro Volta

Read this post.


@youngsom wrote:


do i just go to the bank and cancel my direct debit?

Only if you want late payment fees added to your account, notice of missed payments and defaults added to your credit reports, run the risk of your ‘credit rating’ being trashed and eventually the whole thing handed over a debt collection agency - and yes, this absolutely has been reported as happening to VM customers!

Changing services, does really require phoning in, there is an alternative if you want to cancel which is to write to (and I quote direct from the VM webpages)

Cancel in writing


You can send your letter to:

Virgin Media,
SR43 4AA

Remember to include your account number, address, full name and phone number in your letter, so we can contact you to discuss the necessary details.

There’s also, I believe a WhatsApp number you can try - but I don’t have the details to hand.

Very Insightful Person
Very Insightful Person

Hi @youngsom 

The WhatsApp number is 0730 532 7112, however I wouldn't really advise using this. It often takes 4-6 hours using this method,  and I've recently seen posts from staff advising if you've been waiting 24 hours to close the whatsapp chat and start again.

Phone calls take priority. The best time to call is around 8am when lines first open and are least busy.

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hey @youngsom, thanks for the post and welcome to the Virgin Media forums.

I'm sorry to hear about the troubles you're facing when trying to contact us.
Also to note, cancelling your direct debit may affect your credit score.
Unfortunately, we cannot cancel an account via the forums page, if you wish to use an alternative to contact us, please use our WhatsApp service: +447305 327 112.
I can see from our systems you have been in touch - can I ask how that went?

Kind regards.

Forum Team

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