Virgin Media are not allowing me to cancel

calog

I have spent hours on the phone and days on WhatsApp trying to cancel my Virgin Media contract due to price increase, you get to a certain point and then nothing. what can I do?

When I phone selecting options that I want to leave, instead of getting put through to retentions directly, they put me through to someone who wants to sell me a package which is more expensive that my existing one, eventually they put you through to retentions and then nothing; you just wait for hours.

I tried WhatsApp, same thing; you get put through to someone who tries to persuade you to stay with higher price contract and then you are told that they are going to connect you to retentions. This what I get:

[14:26, 05/02/2022] Virgin Media: I am sorry, if you still wants to cancel the account then I will transfer the chat to our customer relation team (cancellation team) and they will help you further with cancellation.

You can get in touch with our Customer relation team by 03454541111 / 150

If you are not able to call I can transfer the chat as well, you might face some delay in response.

Do not close/exit the chat.

I am transferring now.

[14:26, 05/02/2022] Virgin Media: Hello you’re through to the Customer Relations messaging team. Our opening times are Monday - Friday 8am until 9pm and weekends 8am - 5pm. We have your query and a member of our dedicated team will be with you as soon as possible. Please be aware that replies to this service are not immediate allowing you to get on with your day.  Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you’re okay with this.

[14:27, 05/02/2022] (My Name): Ok

[14:31, 05/02/2022] Virgin Media: We are sorry you are still waiting to be connected to one of the team. Our wait times are very high at the moment due to an unprecedented demand to speak to the team & we are experiencing some issues with our internal systems. This may mean a delay in being transferred to one of the team. We do apologise and appreciate your patience. As soon as an agent becomes available they will drop you a message, so please feel free to get on with your day and we will be in touch as quickly as we can.

Then nothing since.

Mckenna

I got through on the phone just now after 25 mins.

calog

To cancel? did you get through to retentions?

wild666

Just cancel the DD they will soon disconnect the service. It's not the best way but if you're out of contract it's the way I would go.

calog

wild666 said:

Just cancel the DD they will soon disconnect the service. It's not the best way but if you're out of contract it's the way I would go.

That's my last resort, going to discuss with my bank if no joy soon.

Angelina1

Just dial direct 0345 454 1111 and choose option 4, or dial direct on virgin landline 150 and choose option 4.

cx6

Call them and say you want to raise a complaint.

stutakesphotos

Currently experiencing the same.  

Anon

wild666 said:

Just cancel the DD they will soon disconnect the service. It's not the best way but if you're out of contract it's the way I would go.

I am afraid that really is the wrong advice. Cancel the DD and you risk missed payments being reported to the credit reference agencies, damaging your credit file for years.

Phone up and cancel, or use WhatsApp and cancel - both do work as reported on many threads on here.

popado

Anyone know virgin media address I want to send the a letter to cancel my virgin 

CKhalvashi

wild666 said:

Just cancel the DD they will soon disconnect the service. It's not the best way but if you're out of contract it's the way I would go.

That will get you a nice default on your credit file, which isn't a good idea.