SteveAldous
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Joined 10 years ago
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Re: How to cancel an add-on
My issue is now closed but I want to highlight the poor service provided by VM. I responded to VM’s offer to “Pick and mix your entertainment every month“ by taking out a one month subscription to TNT Sports on April 16. Because I only wanted one month, after taking out the add-on online, I called VM customer services to request that the add-on did not renew after a month. It took 40 minutes to get through to someone who said he couldn’t help me and I would need to call back 2 days later. My argument that I was giving him an instruction and should not need to go through the process again was brushed off. After two days I made a number of unsuccessful attempts to get through to VMCS but as I was at work, I was unable to hold long enough to get through. I turned to the message boards on April 19 and it was suggested that I used WhatsApp. I did this on April 20 and my message was ignored. The thread was eventually picked up on April 28 and I was given a DM address to respond to. This process started before 10AM that day and was not resolved until 8PM. 10 hours of constant hoop jumping, periods of no activity, being told that I had failed to give adequate notice to cancel my add-on after a month etc. By the end of the process I had clocked close to 5 hours of time to simply cancel an add-on after a month. If I use (say) NOW TV – click to add a service, click to delete a service If I use VM, click to add a service, lose the will to live to delete a service. I will certainly never use VM add on services again.63Views0likes0CommentsRe: How to cancel an add-on
Thanks Lee - I don't have FB or X but tried WhatsApp and the message was ignored/not read. I've made a couple of attempts to call again from work but was busy and couldn't wait long enough for the calls to be answered so I am keeping this thread open until I manage to cancel my add on. Never again.3Views0likes0CommentsRe: How to cancel an add-on
Thanks Lee but should it really be necessary to have to try multiple lines of inquiry in order to get a monthly rolling add-on cancelled? Surely having called 150 and spoken to Virgin clearly setting out what I want to be cancelled should be sufficient.12Views0likes0CommentsRe: How to cancel an add-on
Hi - yes I did get through on 150 and the person I spoke to said he would be unable to help me unless I called back again on Monday. I asked why but didn't get a coherent response. So an hour of my life wasted so far trying to cancel an add-on. Lesson learned. No more Virgin add-ons in future11Views0likes0CommentsRe: How to cancel an add-on
Thanks David - just wondered why Virgin don't include this as an option on the web or the app. Calling Virgin is so draining as it is often a long wait for a reply. ( I could offer some sarcasm here and say actually I realise why Virgin make it easy and quick to add a service but as difficult as possible to cancel it)231Views0likes0Comments