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Impossible to cancel the contract

22034056
Joining in

I have been trying to cancel my Virgin plan for weeks. The phone line is however completely not operating as I have wasted hours on the line, so I decided to follow their own instructions and send a First Class Signed For letter instead. However, I still have not received any acknowledgement of this. The result has been that I have been forced into the new payment date of 25th September, and then after that will have to wait for the one month advance cancellation, essentially requiring to pay two months more than I wanted to. This is especially bad as the reason I cancelled was an unexplained doubling of bills, which is hardly something I want to pay for further. The cancellation experience is simply beyond badly handled and actually simply harmful for me and other customers to the point where I question the legality of such unexplained stalling techniques.

3 REPLIES 3

Cardiffman282
Knows their stuff

Do please let Ofcom know all about your cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult... 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

用心棒
Very Insightful Person
Very Insightful Person

AFAIK the 30 day notice period starts from when the letter was signed for by Virgin Media.

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I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
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22034056
Joining in

Up to now, I still haven't received a confirmation from VM regarding my contract cancellation. However, I received a call and an email from their sales team attempting to get me to upgrade my contract on the same day I posted this message.