Cancelling virgin media contract - advice

Suemac2a

Q1. We cant get hold of them. Ludicrous wait times on phone. Web messaging service has eventually answered but as soon as we stated we wanted to cancel, they abandoned the chat. THREE TIMES. They record and monitor calls so can we rely on this notice as proof of cancellation? Are we within our rights to cancel payment as a safeguard? 

Q2. While we were trying to get in touch we received an odd email notifying us that we had change our contract (we didnt) and removing landline from contract (we didnt request this). When we queried the operator said we had requested to re-port the number. Our intended provider said they definitely did not request a re-port - they sre providing us with a new number. I think any change to our contract without our knowledge or permission sounds worrying and not something to ignore. Any suggestions? 

And yes, these are things easily sorted if we could actually speak to them, but this seems downright impossible. 

pphillips

Try writing to them at Virgin Media, Sunderland, SR43 4AA.

JJ_Egan

Cancel as in now out of contract ??

Suemac2a

Thanks for replies. We were no longer in contract term. I decided to stick it out and spent all morning on chat, not giving up. Now resolved hopefully. Single message chat window open for 4.5 hours, with five different operators randomly appearing and asking the same basic account security questions and my query then disappearing .... before striking gold with one who didnt actually disappear, and exceuted cancellation, so a great big thank you to Gylin at VM.  

This (the Liberty Bell reincarnation) is the worst company I have dealt with in my life and the sense of relief at leaving them (after 20 years) is absolutely incredible. Not the staff's fault though, and lets not pretend it was much better pre-covid. 

Happy Dance. 

JJ_Egan

LB/VM  is likely to be up for sale in the next few months .

Mister_G

JJ_Egan said:

LB/VM  is likely to be up for sale in the next few months .

And your source for this is?

abbeystead

Waited for two hours Last night for aN operator and in the end gave up.Managed toget throughthis morning and spoke to a lady who filled me with gobble de gook. Am wanting to cancel my contract as the are charging us £69.19 a month for a “Mix” bundle. Consisting of basic TV, 100gbs Broadband and free all day telephone.  She filled me with the fear ofGod of what I could expect off other providers if we left. Ended up agreeing to them giving me just free weekend phone and £54a month. We,re in our 80s and not up to the mark where technology is concerned.   Have managed to get a 14 day cooling off period.  Can anyone suggest a better provider as my head is spinning!!!

JJ_Egan

Better in what way ??

VM are separate to other suppliers  , who cannot in many cases match 100gb ( not that you need it ).

First decide what you actually want Bb Phone TV etc .

abbeystead

JJ_Egan. .Better inasmuch  that I can obtain a cheaper package.     All we want is basic Tv, Broadband and all day phone calls.   Instead of helping us she put the fear ofGod in us.  Ended up settling on 50gb and only weekend calls. Anywaygot 14 days to change my mind which I probably will  considering the variation in charges being quoted on here. 

JJ_Egan

Check if you have alternative providers .

https://broadband.moneysavingexpert.com/

Be aware that you may lose current phone number if transferring from vm

Do you need basic TV over the internet  / Freeview may supply your needs .

Otherwise BT basic + Broadband may fit the bill .

TonksyRob

Nightmare here too. Had a call from VM yesterday after doing pricecheck online, mentioned to them that as they still used the v3 hub I wasn't interested as 18 months ago when I left it wouldn't reach the bedrooms in our house. Was assured that we'd get the new v4 hub with 80m reach, so negotiated a deal for 100mb, £23.95 pm, v4 hub, with £100 credit too, landline to be transferred. When I received the contract via email it was 50mb, v3 hub and no line switch. I spent 2.5 hours yesterday and 45 mins today on the phone, and although they could clear up the speed change and line swap, the v4 hub was a no go as not available for my area and speed. So finally cancelled and am awaiting confirmation in 24-48 hours - I have everything crossed that it actually comes through. I'm angry with myself as I vowed never to use them again after horrendous customer service last time we were with them.