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Almost an hour (and waiting!) on hold to cancel!

So I called VM to cancel my services and was through to someone within 30 seconds - great, or so I thought. My bill for 7/9/19 - 6/10/19 had generated and even though it's 16/8/19 they were demanding I paid this balance which isn't due until September. I pointed this out, and the fact that upon cancelling my services won't run this far ahead and was finally transferred to cancellations. Though 50 minutes into the call and still on hold as I write this... I'm a bit reluctant to hang up in case I have to go through this hold time again another day, but wth?! This can't be right? Is there another way to cancel? It can't be legal for Virgin Media to simply block people from ever cancelling by simply not answering the phone and giving no other obvious way to cancel?

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Re: Almost an hour (and waiting!) on hold to cancel!

Good luck with that. I am in the same sorry situation. Appalling customer service! 

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Re: Almost an hour (and waiting!) on hold to cancel!

Same here! I gave up after 50 minutes (!!!!) on hold.

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Re: Almost an hour (and waiting!) on hold to cancel!

If you call in - 08.00-11.00 is generally the best time.
Or, drop into your local VM High street store with i.d. and account proof/details and cancel with the manager in there.

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John
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My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Re: Almost an hour (and waiting!) on hold to cancel!


@jbrennand wrote:
If you call in - 08.00-11.00 is generally the best time.
Or, drop into your local VM High street store with i.d. and account proof/details and cancel with the manager in there.

not sure where that advice has come from - its wrong - all the store manager or any staff can do is let you use their phone - they cannot cancel your account 

info above checked with mods earlier

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Tony
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Message 6 of 8
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Re: Almost an hour (and waiting!) on hold to cancel!

If all else fails, I think that you can write in via snail mail. Best to send recorded delivery. Address can be found by clicking on contact us at bottom of page.
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Re: Almost an hour (and waiting!) on hold to cancel!

I am holding for nearly an hour to get through. It's truly APPALLING costumer services. It took 45 mins for them to answer last week. 

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Message 8 of 8
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Re: Almost an hour (and waiting!) on hold to cancel!

To cancel your account it needs to be done by phone they need to know you are the account holder 150 from VM landline options 1 1 4 5 thinking of leaving us they open at 8am if you can call as early as possible this should hopefully reduce your wait time. You also have to give 30 days notice for an account to be cancelled and if your contract has not run it’s full term they can hit you with a cancellation fee. Best of luck