Why is it so difficult to cancel?

[Shandy123]

So, being out of the contract term with my Virgin mobile phone, I wanted to cancel my mobile phone contract and move to a new provider and phone contract. Looking on the Virgin mobile website, it's very VERY unclear on how to do that, in fact I believe it's DELIBERATELY misleading.

It's tells you to request a STAK code, and all will be sorted, (at least that's what it SEEMS to say; it's very unclear (but here I am, two months later, receiving a very nasty letter from Rachel Barrass (Harrass?) Saying I owe two months of contract, that they've tried to contact me (this is the first letter I've had, except for a constant stream of unsolicited replacement SIM cards), threatening to send my details to a debt collection agency, will affect my credit score, etc. Real scare tactics. What kind of way is this to treat a loyal customer of many years?

I've paid the overdue online just now, because seriously, who wants to waste an entire afternoon on hold, trying to get through to a call centre? Not me 

I have another 3 Virgin mobile contracts, still live, but I can assure you when they are up for renewal, Virgin will be the LAST provider I come to 

Appaling customer service.

EDIT: In fact I've just looked at my other accounts, which I requested STAKs to and they are all still live, all taking money from my account. Unbelievable.

[Anonymous]

Simplest method is to get some PAYG sims that have a number assigned to them (not giffgaff as you need top up to activate)

Then PAC to 65075 on all your Virgin sims, that'll provide the code to leave and should tell you any outstanding amount.

Give the PAC codes to the new sim providers and you'll have your numbers free from VM.

If you don't want to keep any of those numebrs you can bin them without issue.

No need to speak to anyone as ofcom brought in this service to make it easier to leave

[Akua_A]

Hi @Shandy123,

Welcome to our community forums and thank you for your first post.

Sorry to hear you are having issues when trying to cancel your mobile contract. We can understand the frustration this may have caused. You can find out about how to cancel your mobile service here https://www.virginmedia.com/help/mobile/how-to-cancel-mobile-contract

Please let us know if you ned any further help.

Thanks,

[ablenicecat]

I have the same issue and VM at fault - they moved me to 02 - received the SIM, they just said go online and cancel . Well I tried too and cannot.  I have already installed the sim with a new number. I do not need the old VM - I am out of contract and I want to stop payments leaving my account.

[Akua_A]

Hi @ablenicecat,

Welcome back to our community forums and sorry to hear you are having a hard time when trying to cancel your mobile contract. We can understand this is not ideal. In this case, please call our team on 0345 600 0789 who can process this for you. Please let us know how this goes and if you need any further assistance.

Thanks,