I have just come of the phone with virgin to try and cancel my tv of my package.
i explain that my husband has had a stroke and that I am his full time carer and we can't work anymore and are on benefits and was finding it hard at the moment so can I lower my package their reply was I would have to pay a fee why I ask you are in a contract with us I told them I had been with them for 18 years he told me as I lowered my package in May that I was back in a contract with them I told them I do not want to leave just drop the TV until my situation is better they said all they can do is give me a discount so my bill will be £2 cheaper what good is that I told them that I was leaving.i am trying to do the right thing by not putting myself in debt by asking for help but all virginmedi seems to want to do is put me in debt.
i am very surprised that they have loyal customers as there not very loyal to the customer.
Sorry to hear of your troubles. I cant help directly but can only suggest you try calling again on another day - you will get a different agent who may be more sympathetic. Another option might be to drop into your local VM store and ask to discuss it with the manager - again s/he might be more helpful. Or, see what a VM Staff member says on here - could be up to a week for that reply though.
-------------------- 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.
If you didn't already try it, choose the "Thinking of Leaving Us" option on the phone (during normal office hours) and you should get someone from the UK Retentions team that normally have more scope for the discounts/changes they can make than the offshore team do.
If you already tried that option then, as jbrennand said, maybe try again another day.
If you have received the recent notification of the price increase (in September) then you have until the end of this month to cancel penalty free regardless of your current circumstances. Unfortunately, if you were notified in August of the price increase, then you needed to notify them by the end of September. However, customer relations may be able to assist.