Thinking of leaving Virgin media?... prepare for this

Casper7

I have joined VM broadband back in December 2020.
Just a month with them and I got a email saying they will increase my monthly bill by £3.50, or I can call to cancel before 12th February 2021.
I called them more than 5 times and spoke to different departments.
Every time I remain on hold for no less than 40 minutes, yes 40 minutes listening to the songs.
Then someone picks up and asks me about my details, after that they say they will put me on hold.
After this I go into an infinite hold where the line goes silent and nobody comes back to you.
I called back and spoke to another person and she said she can't do any discount so she will pass me to "tier 2" colleague! I do not know what that means, but ok... pass me please. I hear the songs again but this time for s shorter time because the line suspiciously gets disconnected!
I called again and now I am still waiting for someone to pick up while I am writing this...
I don't know how I can terminate my contract because they one you speak to will not cancel that increase and they won't go ahead with your wish to cancel the contract, so you are technically trapped in their 18 months contract.
Anybody knows how to get out of this hole!

roddydogs

Phone when they open?

Casper7

roddydogs said:

Phone when they open?

I did. I called early in the morning , afternoon, and evenings.

Gary1963

Simplest way, write a letter to Customer Services Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ giving them 30 days notice. Registered delivery. They can't argue.

Brewer20

0203 706 5273
Try the above number, retentions.

[Deleted User]

Gary1963 said:

Simplest way, write a letter to Customer Services Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ giving them 30 days notice. Registered delivery. They can't argue.

Totally correct - because they have their own network, you can't leave by migrating to another provider like an Openreach line.

A_Lert

I agree, write. Send it signed for, and keep a copy.

actd

We've been with Virgin for years - the package cost was about to go up to £62 per month, so we contacted virgin, and got various prices around the £40 mark (slightly less than we are currently paying, We did an audit, and basically we can get away with vodafone broadband (fibre 2 for £24 per month, ends today) and nowTV for £10 per month to give us what we would miss, so finally yesterday just gave virgin notice to quit and signed up for vodafone. Got a call from virgin today - they will give us their new customer package for £30 with guaranteed price for 18 months - fortunately for us, Vodafone have a cooling off period so we can cancel and stick with virgin (much easier all round) but a pain that we have to go through this dance, and in 18 months or so, we'll be moving house and no young adults, so will ditch Virgin then and go on to freeview/freesat and broadband.

Bigphil1474

OP, have you tried their online chat - go to your 'My Virgin' page and do the online chat. They ask some security questions but as you are connected via your account, they know it's you. You can see what they say. 

wild666

Is there an email for them? If so email them telling you are fed up of constantly being left on hold for in excess of 40 minutes and tell them you are cancelling or whatever.

RobG7

I wanted to cancel my Virgin Broadband so tried ringing the 0345 number 3 times at different times of day. A message said 'Too busy call back later' and then I was cut off immediately. I then tried the 0800 number and surprisingly wasn't cut off and was put on hold. After over an hour of being passed around and waiting at a cost of over £20 I managed to cancel.  If the reason was caused by staff shortages due to current situation with covid then the 0345 number should be manned not the 0800 one. These are underhand tactics by Virgin Media to make it so difficult (or expensive) to cancel that people eventually give up. I would have possibly gone back to Virgin in the future but now I wouldn't consider them.   I expect better from a company of this size.