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

Brewer20

RobG7 said:

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.

I've got to ask, why did ringing an 0800 number cost you £20?
I've been the same, tried all the numbers going and eventually got to talk to someone on their 150 number. Got cut off during the conversation but the person had already given me the retentions direct number, I posted it above in the thread.
Still waiting on a call back about my price reduction, don't think I'll hear, already have sky in mind, just got to do it.

Neil_Jones

0800 numbers are free from all phones now, including mobiles.  Are you sure you didn't sit on the 0345 instead for an hour?

Marmaduke123

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.

This is the right answer. If you have definitely decided to leave add that you do not want phone calls or discussion. If you want to stay if you get a better price retentions will probably ring you.

pmduk

I understand the Swansea office closed last year. I believe such matters, including complaints, are now dealt with by the Sunderland office. Virgin Media, Sunderland, SR43 4AA

Gary1963

Sorry you are thinking of leaving us, cancellations can be done by phone 0345 454 1111 or by post Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG.

jonbod22

I rang virgin media to see if I could get a better price, I was offered about a nine pound reduction, I said this wasn't acceptable and I would have a look at other suppliers and consider leaving virgin.

 Three days later I received an email thanking me for changing my package, they had changed me to a new deal without me agreeing or asking for this.

 I rang straight away to complain and cancel this stating I had not asked for or authorized this and they told me they would cancel it.

 This was rather upsetting as I believe this is a fraudulent act to get me back in to a contract hoping maybe that I may not see the email until it was to late.

 I called virgin again this morning as I checked my online account and noticed the fraudulent contract is still showing to start 24 February, I advised them that like virgin I too am recording the conversation for future reference, they then assured me that I could ignore what I'm seeing as it has definitely been canceled and I will not be under a new contract, also offered me another reduction but sadly not acceptable, at least I have this recorded should I have any more problems when I call to leave!

 I've been with virgin for many years ever since they took over telewest but this experience has led me to move to another supplier for half the monthly cost and I think I shall be relieved to be out of their clutches as this has made me feel rather ill.