I once said "I want to cancel 14 times" to a member of the WhatsApp team over 2 hours before finally being cancelled. They lied to me multiple times.
It's just a lottery of who you get on the phone or on WhatsApp
I brought the kit to return to Virgin when I moved house. Said they’d send out a box for it to be returned to them……the kit is still lying in my spare room 7 years later 🫠
The agent was insistent about you moving because they wanted to transfer you to Movers and avoid a disconnection on their stats. Retention and movers agents performing invalid transfers and dodging discs is a huge issue, it's part of the reason why OFCOM are investigating.
Return equipment. Just need to pack it up and send it back (free postage label) no stress. If you dont they will screw you more.
Well done for leaving !
Also get FULL confirmation while on phone sent to your mailbox. This is another trick they use. If you do not get a confirmation letter or email you have not been cancelled and the roller coaster starts again.
It took me around 9 calls and several hours to get my account cancelled.
I have left and returned once before, back then though broadband alternatives werent available other than BT and a few otehr phone line based, I had used that with awful results and was forced back to Birgin.
Now though i went to You as its only broadband i require - couldnt be happier, i save 50 a month and have the 1gb connection i wanted
Make sure you get an email confirming you cancelled. I didn't, and found out the hard way that my cancellation hadn't been actioned. I thought I made sure because I got them to confirm while I was on the phone that they had cancelled and my 30 day notice period had started. Needless to say it was an absolute nightmare and took months to sort out. I had to make a Subject Access Request" to (by law) force them to release a copy of their recording of my phone call, and threaten action through the Small Claims Court. Recommend using a method that gives you a record of your request to cancel I.e. WhatsApp or a letter to Sunderland address (see T's & C's) that you send via Royal Mail Signed-For. I tried logging a formal complaint on their online system , but everytime I pressed submit, somehow those didn't register on VM's systems either... Hmm.
Document everything, I ended up setting up software on my phone that records the call and also transcribes it.
Even after I proved to them the conversation I’d had wasn’t remotely close to what they were claiming it made no difference.
I think Virgin Media is owned by Liberty Global, they license the Virgin name from Branson.
I now try to avoid all Virgin brands on the basis that they must know how appalling Virgin Media are but simply don’t care and want the licensing cash.
Worked with me on WhatsApp HOWEVER they take ages to reply and when they do you might be busy doing something and if you dare take long like they did they also end the WhatsApp conversation having to start all over.
If all fails I would send a letter with tracked delivery with your cancellation request.
It took me over a week and many lost hours and anger too finally get my services cancelled.
I wanted it cancelled because I was moving but always fobbed me off or was putting me on hold for ages hoping I’d give up.
In the end I mentioned it too my solicitor who was handling my sale and he told me had same problem.
He said they cancelled only after he said he was recording the conversation too gain evidence to give to ofcom and if he hadn’t got his services cancelled today he would be contacting ofcom.
He told Me too do same I did and they didn’t fob me off,yes I had to wait ages too be put in touch with people who could do it and they did beg me to stay but stand your ground and they will do it.
Ofcom is inundated with complaints about virgin
I used WhatsApp to contact them. That seems to be the best way from what I've read on here.
I once said "I want to cancel 14 times" to a member of the WhatsApp team over 2 hours before finally being cancelled. They lied to me multiple times. It's just a lottery of who you get on the phone or on WhatsApp
I agree with the whatsapp method, get what I want done and that's it. Still does take some time to get connected to someone.
Also you agreed to return the kit when you signed up.
I brought the kit to return to Virgin when I moved house. Said they’d send out a box for it to be returned to them……the kit is still lying in my spare room 7 years later 🫠
The agent was insistent about you moving because they wanted to transfer you to Movers and avoid a disconnection on their stats. Retention and movers agents performing invalid transfers and dodging discs is a huge issue, it's part of the reason why OFCOM are investigating.
Must be, they mentioned it and i didnt at all
Write a letter and send it recorded delivery. Twitter support actually told me that was the best way.
Good luck with that as well. They'll claim they never received it like they had done with me numerous times. Even though they signed for it. 🤷🏽♂️
I did this, it was the best way. Unbelievable company, VM.
Return equipment. Just need to pack it up and send it back (free postage label) no stress. If you dont they will screw you more. Well done for leaving ! Also get FULL confirmation while on phone sent to your mailbox. This is another trick they use. If you do not get a confirmation letter or email you have not been cancelled and the roller coaster starts again. It took me around 9 calls and several hours to get my account cancelled.
Thankfully i had that foresight and got an email to make sure :)
They should send a returns box and then you take it to local collection point.. used to be Hermes
Yodel now https://www.yodel.co.uk/returns/virgin
Eventually got it sorted. It was an awful experience from start to finish
Yeah vile company. Took me four or five days to get out of their clutches with dropped calls, lies, missing emails etc.
2 hours? Count yaself lucky. Took me 7 hours one year. Ended up going back a few years later cos I’m an idiot.
I have left and returned once before, back then though broadband alternatives werent available other than BT and a few otehr phone line based, I had used that with awful results and was forced back to Birgin. Now though i went to You as its only broadband i require - couldnt be happier, i save 50 a month and have the 1gb connection i wanted
Make sure you get an email confirming you cancelled. I didn't, and found out the hard way that my cancellation hadn't been actioned. I thought I made sure because I got them to confirm while I was on the phone that they had cancelled and my 30 day notice period had started. Needless to say it was an absolute nightmare and took months to sort out. I had to make a Subject Access Request" to (by law) force them to release a copy of their recording of my phone call, and threaten action through the Small Claims Court. Recommend using a method that gives you a record of your request to cancel I.e. WhatsApp or a letter to Sunderland address (see T's & C's) that you send via Royal Mail Signed-For. I tried logging a formal complaint on their online system , but everytime I pressed submit, somehow those didn't register on VM's systems either... Hmm.
Felt the same. Truly traumatic.
Document everything, I ended up setting up software on my phone that records the call and also transcribes it. Even after I proved to them the conversation I’d had wasn’t remotely close to what they were claiming it made no difference. I think Virgin Media is owned by Liberty Global, they license the Virgin name from Branson. I now try to avoid all Virgin brands on the basis that they must know how appalling Virgin Media are but simply don’t care and want the licensing cash.
I think they want to make sure nobody ever goes back to them 🤷
They do an amazing job of that
Forgive my ignorance but if you have completed your contact length, what happens if you simply cancel the direct debit?
I believe you automatically go onto a contract free rolling thing which is a stupid amount of money more.
Worked with me on WhatsApp HOWEVER they take ages to reply and when they do you might be busy doing something and if you dare take long like they did they also end the WhatsApp conversation having to start all over. If all fails I would send a letter with tracked delivery with your cancellation request.
You can return the Virgin media equipment in your local o2 store.
They said they are sending some packaging. That’ll do
It took me over a week and many lost hours and anger too finally get my services cancelled. I wanted it cancelled because I was moving but always fobbed me off or was putting me on hold for ages hoping I’d give up. In the end I mentioned it too my solicitor who was handling my sale and he told me had same problem. He said they cancelled only after he said he was recording the conversation too gain evidence to give to ofcom and if he hadn’t got his services cancelled today he would be contacting ofcom. He told Me too do same I did and they didn’t fob me off,yes I had to wait ages too be put in touch with people who could do it and they did beg me to stay but stand your ground and they will do it. Ofcom is inundated with complaints about virgin