Cancelling Virgin+ and phone package.

lindos90

My mum is moving house, and im sorting all the utilites etc. She is moving to a none cable area, so cant take her virgin package (TV and Phone). (Shes going to have sky..but thats another story!!) Anyway, called virgin on 25rd may, they said we had to give 30days notice, so the cable would be switched off on 23rd June.

They sent packaging for the virgin+ box to be returned, and all seemed to be going well, expecting a final bill at some point, however she recieved her online bill today, and I noticed they are charging her line rental, talk unlimited and virgin+ for the following month, up to the 9th of july, which is obviously after the date they plan to switch off the cable!!

They must know in their system that she has cancelled, as they have sent the packaging for us to return the V+ box in.

Is this usual, and then after the end of the contract they refund any overpayment?

The simple suggestion would be for me to call and ask, but every time I have tried, the operative tells me they have 'technical difficulties' and to try another time!!

So I just wondered if any 'virgin' MSErs could shed any light on this for me, as its usually the best place for good advice!

Hope someone can help, she is really worried as we just made a phone call, we have nothing to prove we have cancelled.

magic

I suspect it is usual and they will refund the overpayment but I'd want to make sure. Best thing to do is contact through the website, I've always got a call back from them when using this. http://www.virginmedia.com/myvirginmedia/contact/complaint-feedback.php

lindos90

magic wrote: »

I suspect it is usual and they will refund the overpayment but I'd want to make sure. Best thing to do is contact through the website, I've always got a call back from them when using this. http://www.virginmedia.com/myvirginmedia/contact/complaint-feedback.php

Thanks magic, i'll give that a try, at least with email there is some 'papertrail' of proof.:beer:

neonraindrops85

How long did they take to send the packaging?

lindos90

neonraindrops85 wrote: »

How long did they take to send the packaging?

They sent it within two weeks, however not to the address I requested (I asked them to send it to my address, as I am looking after the V+box, as she is in hospital and we have moved all her belongings to the new place...So I had to do an 80 mile round trip with ID to collect it from the sorting office!!)

I did eventually speak to someone at virgin (took a spare phone down to my mums when I went to collect the box, and called 150!! free as its not switched off till 23rd june!)

They said the bills are sent out automatically, whether customers give notice or not, he was not sure what to do but suggested my mum could either....

-over pay this last DD, then phone back and ask for a recalculation and get a refund.

-suspend the DD and wait for a recalculation, then reactivate the DD to pay the last bill, then cancel the DD.

-cancel the DD and wait for them to send a final bill when they notice the DD has been cancelled, and then pay online or with a cheque..

I opted for the third option, with very clear instructions that they needed to send the recalculated bill to her NEW address and that it would not be classed as a default, (Ie dont send the bailifs like they tend to when people dont send their boxes back!!!!)

They didnt seem to have a bill policy of what to do when customers leave!

neonraindrops85

It's been a week since I got them to disconnect everything but I was a new customer & only used the V+ box. Did she have broadband & have you sent the modem back with the V+ box? Also did you have to pay for sending it back?

lindos90

No, she didnt have broadband, just the V+ box, They sent an oversized box in a bag (caused much hilarity in the sorting office as it was obviously big and empty!!!) inside was very clear instructions about what to include, it already had a prepaid sticker on it, and even included a strip of cellotape to seal it all up!

Remember when you take it to the PO, ask for proof of posting, just incase Virgin dont recieve it, they will accept the POP and right it off. If you dont send it back they WILL persue you. There are several threads about it on here where the ex customer gets charged £150-£250 and then a baylif turns up:eek:.

Sky on the other had let you keep the boxes, but the payoff is that they only want to repair it within the first year, then its the customers responsibility if it breaks.

neonraindrops85

Would it fit through a letterbox? Incase it comes when I'm at work....

lindos90

If they sent the large cardboard box as described in my above post, then no, it would not fit, and would be redirected to the sorting office for you to collect (hence the 80 mile round trip I had to collect it!) However, some people on here have said they are sent a large jiffy bag, which is more likely to fit in a letterbox, but I dont know, ive not seen one for those. Others have said that virgin arrange for one of their engineers if in the area, to collect, but they may not turn up (MSErs experience).

If you are moving soon, you need to really tell them, then tell them again, if you want the packaging to be sent to your new address, if it goes to your old address, and you have already moved, and you therefore dont get the package to send it back, you will be charged for the box (up to £250 !!!)

neonraindrops85

lindos90 wrote: »

If they sent the large cardboard box as described in my above post, then no, it would not fit, and would be redirected to the sorting office for you to collect (hence the 80 mile round trip I had to collect it!) However, some people on here have said they are sent a large jiffy bag, which is more likely to fit in a letterbox, but I dont know, ive not seen one for those. Others have said that virgin arrange for one of their engineers if in the area, to collect, but they may not turn up (MSErs experience).

If you are moving soon, you need to really tell them, then tell them again, if you want the packaging to be sent to your new address, if it goes to your old address, and you have already moved, and you therefore dont get the package to send it back, you will be charged for the box (up to £250 !!!)

I was told that a engineer would come & collect the equipment last Friday, I waited most of the day & then I rang them up to be told a engineer hadn't been booked.

They said I have to wait to receive the packaging. I've had no card from my postman about he trying to post it. The sorting office is only 2 min walk from my house so wouldn't have to go far.

lindos90

Give it a week, and if you still have not got the packaging, call them back. The main thing is you still have the V+ box, so you can send it back when they send out the packaging, just DONT throw the thing away in haste if you get fed up...they will not forget about it, and will persue for the money.