Placed an order with Virgin Media for broadband that I decided to cancel. Called them the same day I placed the order and was told during a 30 minute phone call the order had an error and had not gone through. I told them I had received the order email and pre contract. They still insisted no order was on their system. Since then I have received further emails, direct debit set up, contract and delivery instruction. I called again asking to cancel. During this 50 minute phone call I was transferred, put on hold numerous times and then they hung up on me. I have also tried using the chat service with no answer. How do you cancel? I will be sending a tracked letter tomorrow and contacting Ofcom. This is the worst customer service I have ever experienced.
Hi John, since posting I tried phoning again Tuesday morning. This time I was being transferred for the 2nd time when the phone disconnected. I was getting funny looks in the office because how many times do you need to say you want to cancel. At lunch time I then had to goto a post office to send the cancellation notification via special delivery. On Wednesday morning Virgin Media sent a notification to my current supplier to terminate my service with them. So I had to phone them to tell them what’s been going on. Then back on the phone to Virgin Media when finally I got put through to someone who has de-activated the service. I hope this is the end of it.
The regulator OFCOM is currently investigating this very problem with Virginmedia. You can help them by following this link