Cancelling Virgin

belfastgirl23

I set up a new broadband/TV/Phone service with Sky on 19th January. A few days later, I got an email to say that the phone would move across - I then realised that TV and Broadband don’t cancel automatically with Virgin so I phoned them on Saturday 26 January to cancel these services. I asked and was told I’d get an email to confirm this (I’ve had bad experiences with Virgin before on this sort of thing which is why I asked). Anyway no email arrived so I phoned again last week and again had it confirmed that everything was cancelled. However still no confirmation email.

I just had a bill through from Virgin Media on Sunday which is the normal monthly bill. Not surprised about that but now feeling quite concerned that there is still nothing to say that I have cancelled the services, either on the app or by email. I also haven’t received anything to get rid of the equipment. (Note sky was installed last Thursday so this equipment is in the hallway and not being used).

Has anyone else had recent experience with cancelling Virgin? And if so can you advise did everything go smoothly and is it normal not to have received any confirmation by email or letter? I have to admit that having been burnt before, I do not believe anything from them until I’ve seen it written down. And if there are problems, how do I go about making sure it’s really cancelled?

Many thanks for any advice.

Neil_Jones

I believe it will be a 30 day notice period so that bill you've just had will have been generated before you handed in your notice. You may find you get another bill for a full month which should be later refunded pro-rata.

Because Virgin own their own network its perfectly possible to have two lots of TV, broadband and phone in the one property which is why you have to cancel one or the other when you move to/from either side.

belfastgirl23

Many thanks Neil, my concern is that Virgin have messed up on this sort of thing before and how do I know they have actually initiated the 30 day notice period ? There is no written proof, although I’ve been verbally assured of it twice, but in my experience Virgin assurances are worth exactly the paper they’re written on.

[Deleted User]

belfastgirl23 wrote: »

Many thanks Neil, my concern is that Virgin have messed up on this sort of thing before and how do I know they have actually initiated the 30 day notice period ? There is no written proof, although I’ve been verbally assured of it twice, but in my experience Virgin assurances are worth exactly the paper they’re written on.

Check again in 30 days I'm afraid, hopefully nothing will go out. Can you not check your online account with Virgin?

AndyPK

check your online account, under bills, and it should say.


you will eventually get a cheque refund

Be_Happy

Remember Virgin requires 30 days notice, so nothing will happen until nearer that deadline. You will be sent a package to return the Virgin equipment.

I left them 2 years ago and had a continual problem. Everything went well at first - final bill paid, equipment returned. Tracked return, which was progressing slowly, but not worried as it was Christmas and log jam of parcels. Never thought to check again.

2 months later received demand for £80 for non return of equipment. Checked tracking again and it still showed return in progress. Wasn't worried as I had receipt from shop where parcel was handed in.

Sent scan of receipt, but now more threatening debt letter. After a few more weeks they finally accepted that I had proof of returning the equipment.

In short, keep all correspondence you have with them and especially the receipt when you hand in parcel for return.

AndyPK

but you do what to see proof of cancellation in progress. You don't want to get to day 31 and then find they have no knowledge and have to wait another 30 days to disconnect. (and £)

You should have

a) spoken to them first, just to see if there was a better offer and start the 30 days count down
b) requested a number transfer from them so it ensured it was progress thru their system

belfastgirl23

Many thanks for all the comments. Just for clarity and to answer some of your questions:

• Is a number transfer a change of phone line or something else? We did change phone line
• Re timing, I didn’t realise I had to cancel the BB and TV (this is of course my own responsibility). I presumed since the phone line cancelled automatically so did the others but realised when the info arrived about the phone changing over that this wasn’t the case. However it suited me to do the changeover on a particular day so I accepted that there would be a cost implication;
• We decided to change to sky for other reasons besides cost so weren’t in the market to haggle with Virgin;
• There is no indication in the app that the account is now cancelled, unless it’s held somewhere i can’t see.

The basic problem is I have no proof of cancellation of BB and TV at all. I can and will phone again but beyond an oral assurance how do I know for sure that the 30 day clock is ticking?

Has anyone cancelled with Virgin in the recent past? Is this just how it’s done and I don’t need to worry??

And thanks for the advice re keeping receipts for posting back the equipment!

Thanks again

macman

Were you out of minimum term with VM?

AndyPK

Login in with a computer.

Goto bills.

iniltous

I did recieve email confirmation of my decision to leave Virgin Media, and looking back at the email chain, it may have been the day after I called to cancel, that was around a year ago, so it's possible that their processes are different now, but you may be correct to be concerned that they haven't actually progressed your cancellation...however I only had stand alone broadband with VM, not 3 services like yourself