How can I cancel Virgin Media?

illiad

remember to 'put yourself in their position'.. you work in an overcrowded room, with no access to websites, sometimes even a 'dot' in the middle of a word will be recognized as a web address, and *blanked out* - and even worse (when my friend was trying to get VM service) you get strange beeping noises, complicating trying to understand things! 

Swash

I finally got through to VM after numerous attempts and cancelled my contract. They have since called at least 3 times to offer me a lower price to stay. I told them I would literally rather hotspot off my phone forever than stay with them after the service I have received. They haven't called back since.

Thanks for all your help.

Swash

DCFC79

Swash said:

I finally got through to VM after numerous attempts and cancelled my contract. They have since called at least 3 times to offer me a lower price to stay. I told them I would literally rather hotspot off my phone forever than stay with them after the service I have received. They haven't called back since.

Thanks for all your help.

Swash

Hi which nu ber did you call to get through to VM, I've tried 150 and just says they are busy and call ends.

Swash

DCFC79 said:

Swash said:

I finally got through to VM after numerous attempts and cancelled my contract. They have since called at least 3 times to offer me a lower price to stay. I told them I would literally rather hotspot off my phone forever than stay with them after the service I have received. They haven't called back since.

Thanks for all your help.

Swash

Hi which nu ber did you call to get through to VM, I've tried 150 and just says they are busy and call ends.

03454541111 I don't have a landline so couldn't call 150

illiad

as said they are very busy, so get up EARLY!!   I started at 7:55 AM, and after pressing the buttons the robot asks, got through at 8!

If you have a VM landline its 150, other wise the above

Marmaduke123

Best to write to them!

DCFC79

illiad said:

as said they are very busy, so get up EARLY!!   I started at 7:55 AM, and after pressing the buttons the robot asks, got through at 8!

If you have a VM landline its 150, other wise the above

I tried 150 and it didnt go anywhere, just said they were busy and to call back at another time.

DCFC79

Have just tried again and got straight through.

Toufou

I have been trying to cancel my Virgin Media broadband contract since 05/01/24.  My contract ended on 11/01.24 but I was still required to give 30 days notice (otherwise it automatically renews on standard rolling monthly contract), it was agreed that cancellation would take place on 12/02.24.  Long story short, I never received the confirmation email from Virgin Media.  Even though I phoned several times to chase it.  On 03/02/24, my Broadband was disconnected by Virgin Media a week early. On 06/02/24 I phoned Virgin Media and complained that my Broadband had been disconnected a week early and asked for compensation.  I was told that my complaint would be passed to the Back Office who would contact me direct.  This never happened!  Since my landline phone had already been ported over, I just accepted what had happened and didn't give it further thought.  However, when I was going through my emails in April I discovered that Virgin Media had sent me two bills, one for March and April for an overdue payment.  

I phoned Virgin media on 0345 454 1111, which automatically goes through to to their Billing Department.  Each time I rang I found I was talking to a Virgin Agent in a different country, where English is not their first language eg India, Thailand, the Philippines etc.  They all refused to put me through to either a Manager, Disconnections or Complaints and kept demanding that I pay what was owed.  Yes, you can see where this is going can't you!  Each month I would receive a new bill from Virgin Media with an increased amount eg the amount due per month plus £7.50 over due payment. On 07/07/24 (after phoning 2 or 3 times a week to no avail, I spoke to an Agent who again refused to put me through to a Manager, Cancellations of Complaints but did agree to send me out a Deadlock letter. 

Having received this letter I then phoned The Communications Ombudsman, who found in Virgin's favour stating that there was no evidence to support that a Cancellation Request had been received.  The bill was now over £500. I appealed their decision only for them to still find in virgin's favour.  It would appear that Virgin Media do this a lot eg employ gatekeepers who refuse to transfer you to a Manager, Cancellations or Complaints.  The only way you can cancel your contract with Virgin is to send in a Recorded Delivery letter to:

Virgin Media Sales Operation Support, Unit 5, Nimbus Park, Porz Avenue, Houghton Regis, Dunstable, LU5 5FR.

I even tried phone Virgin Media's Press Office on 01753 565656 but received the message, Mail Box is full, so you can't even leave a message. 

I have now taken Legal Advice from my Legal Insurers (this is a service given freely with most House Insurance Policies) and have written to Virgin Media via Recorded Delivery to the address above and await their response.  Needless to say I would not recommend Virgin Media Services to anyone.  It has been a living nightmare for the last 9 months.

Good luck everyone hope you have better success than I have.

Bushman123

How I legally avoided a massive Virgin Media exit fee using their own T&Cs

I wanted to switch from Virgin Media to EE, even though I still had 5 months left on my Virgin contract. I was prepared to pay the early termination fee — until I discovered a loophole in Virgin’s own terms and conditions that meant I didn’t need to pay anything.

Here’s what I did:

1. I started the One Touch Switch with EE and got an install date.

2. Before EE installed anything, I contacted Virgin and asked for a package change — which started a new 18-month contract. Crucially, new contracts come with a 14-day cooling-off period.

3. Within that 14-day window, I called Virgin and said I wanted to cancel the new contract, as I’d decided to go ahead with the switch after all. I explained I had briefly considered staying with Virgin, which is why I took the new deal, but ultimately chose to leave.

4. Virgin then sent me a very large final bill, claiming I still owed them for leaving the previous contract. But after a few persistent conversations — and a solid understanding of their own terms (with some help from ChatGPT) — they agreed to remove the charge completely.

Why this works:

Virgin’s own terms and conditions (including the April 2025 version) clearly state that if you cancel a new contract within 14 days, you can do so without paying an early disconnection fee. Nowhere does it say that cancelling sends you back to your old contract or makes you liable for its remainder.

If you’re thinking of switching but still in contract with Virgin, this might be worth exploring — as long as you act within the 14-day window and are comfortable pushing back if needed.