Want To Cancel Your Virgin Media Contract?

Squeekyclean

Hi Guys,
After reading some of the posts I want to warn everyone by telling my story.
In September 2011 we decided that Virgin was getting far too expensive for their services, a man from Sky knocked on the door selling their deals and we let him in.
The result was basically the same as what we had with Virgin at half the price plus we got boxes in two bedrooms.

My wife phoned 150 and cancelled the TV with Virgin Gready att he begining of October 2011 and was told there would be a charge.
My wife explained that there could not be any charges as the original contract was for one year with Telewest some 16 years ago.

The person on the phone agreed and stated the TV package would be cancelled and that we would keep the Broadband as it was faster than Sky's and my son uses it for playing games on the internet.
Our phone lines were also changed over to Sky at this time.
We have just found out that they have continued charging us for the TV package and when my wife phoned today they said they had no record of the cancellation.

They have told her to contact:
Customer Concern
Matrix Court
Siemans Way Enterprise Park
Swansea
SA7 9BB

The reason for contacting them is to find out if they have a recording of the phone conversation which took place when we cancelled the contract with them.

I beleive that if this is a part of Virgin that I will receive a letter back saying they don't have a record of the call.
I have put a complaint in online but has anyone any suggestions on how to solve this, the total overcharged is about £170.

I keep asking myself "Why would we get Sky TV put in and keep the Virgin TV", it totally annoying to think we are being charged for a service we cancelled and now have to prove we did in fact cancel the service and rely on a Virgin company to supply evidence of this.
Others Beware of this company and paying by DD.
Help or advice please?

Phones4Chris

Do you have a phone bill which shows your call to Virgin? If the bill doesn't show calls to 150, ring them up (don't mention your dispute) and ask them on what dates and times did you call 150 during October. Billing should have that information. Tell them to send the information by post if they won't tell you on the phone.

Edit: Do you still have the VM box for the TV? If you sent it back/they collected it, more evidence.

Squeekyclean

Hi Phones4Chris
I still have the bill from October but they haven't collected the box yet, I beleived they weren't that interested in the box as it was pretty old, I still have it.

I've emailed customer services but still waiting for a reply.
They gave me a place in Swansea to contact to see if they had a recording of the call so will try that.
I was with Virgin since they took over Telewest and was thinking of returning to them if the Sky internet didn't get a bit better but I will have second thoughts about that if this is not resolved.
Can't beleive that a company would do this to a customer and then pretend they didn't know about it, no wonder Richard Branson can balloon all over the world, the company is full of them.
I'm angry at the fact that I now need to prove the service was cancelled in October.
The company in Swansea is obviously part of Virgin so why couldn't they contact them and find out if they had a recording of the phone call?

clarajayne

You should keep your virgin media box....we cancelled ages ago, heard nothing from them for months so we binned ours. A few weeks later out of the blue a chap came to the door to collect the box, because we didn't have it no more we were charged £198!

sariebeth

Just adding my two cents worth...

I originally signed up to NTL when I was 20 and stayed with them through several home moves and through them becoming Virgin Media - 7 years in all. When I decided to move to France for the winter I rang to cancel. I was out of contract so thought it's be no problem...

...In the end I was on the phone for 1 hour 20 min and spoke to 10 different people as I was constantly passed from cancellations to home move department! They COULD NOT understand that yes I was technically moving home but I was also keeping my old address so didn't want/have a new address to give them.

I eventually managed to cancel, and emailed a complaint. I had run up at £17 phone bill which I wanted paying for. They agreed to refund my final bill payment and pay my phone bill. I got the amount for the phone bill and decided to write it off as a bad experience.

If you're listening Virgin Media, you have lost a customer of 7 years - I will never be going back. And I've gladly told everyone I know.

bucephalus

sariebeth wrote: »

Just adding my two cents worth...

I originally signed up to NTL when I was 20 and stayed with them through several home moves and through them becoming Virgin Media - 7 years in all. When I decided to move to France for the winter I rang to cancel. I was out of contract so thought it's be no problem...

...In the end I was on the phone for 1 hour 20 min and spoke to 10 different people as I was constantly passed from cancellations to home move department! They COULD NOT understand that yes I was technically moving home but I was also keeping my old address so didn't want/have a new address to give them.

I eventually managed to cancel, and emailed a complaint. I had run up at £17 phone bill which I wanted paying for. They agreed to refund my final bill payment and pay my phone bill. I got the amount for the phone bill and decided to write it off as a bad experience.

If you're listening Virgin Media, you have lost a customer of 7 years - I will never be going back. And I've gladly told everyone I know.

they lost a customer of 7 years because they got confused?

Cambridge32

I called 150 to cancel my Virgin Media subscription about a fortnight ago. After being on hold for 20 minutes I spoke with a man, who said that he would arrange cancellation, and then he put me through to a woman (on hold for another 5 minutes then). The woman told me that she would send somebopdy over to collect the Vbox at an appointed date (no time given, really helpful), and that there was a cancellation fee, and then asked me why I was cancelling and as I started to tell her, she cut me off. We moved out of our place having been told to expect the box to be collected but the only person from Virgin to show up was a salesman, who refused to accept the box and told us to leave it outside the house.

I had to call back today to make sure that we would not be charged for the box, and the man with whom I spoke told me that the woman had not in fact either cancelled my account or even booked an engineer to disconnect and collect the boxes. I said that if I was charged then I would pursue Virgin Media via the small claims court to recover any monies. The man said that he would arrange the cancellation and collection of equipment, but we shall see.

I was looking online for a complaints number to call but there isn't one - there is only the customer service line that does not offer a complaints option.

flexrider

01483 750900 head office
01642 191404 /5 customer services

found them by say no to 0870.com love that site

ruggedtoast

Zero wrote: »

Is it possible to send a recorded letter to a PO box number?

It is, but its very unlikely the RM will bother to get a signature for it whether they deliver it or not. Recorded delivery is an utterly useless service.

If you want a signature and some confidence it has arrived then you have to send it special delivery.

Hockeynut

I recenty cancelled my contract, it is very amusing letting them know when they may have an appointment time slot to collect their equipment. :rotfl: