What's the easiest way to leave Virgin Media??

[Deleted User]

Tried to cancel VM today but the guy pretended to have computer problems and hung up.

They don't respond to WhatsApp messages. I told them I was giving 30 days notice as per the contract.

Tempted to just cancel the direct debit now, it's not my fault if they ignore messages they have acknowledged receipt of (with an automated reply).

Are there any other ways to leave without waiting on the phone for ages and having to fight their staff?

Marmaduke123

Write to them (snail mail). That's what we did, also told them no further discussion, no phone calls.

brewerdave

Never been with Virgin - but don't they pull the same trick as Sky ?
Namely, can't complete a cancellation by post unless the customer phones to answer " security questions".

Marmaduke123

Well, they didn't when we cancelled by post, but it's a few years ago now. If you give all possible details in your letter that might help

[Deleted User]

Managed to do it via WhatsApp. Here's the transcript, judge for yourself...

[27/11, 10:56] Virgin Media: *Chenny*

Hi ! Sorry for any delay. We are experiencing unprecedented customer demand and doing our best to answer chats as quickly as possible. Just to confirm, am I still chatting with the account holder?

[27/11, 10:57] Me: Yes

[27/11, 10:59] Virgin Media: *Chenny*

Great! Let me just have a quick review of the conversation you had from my previous colleague. Just bear with me.

[27/11, 11:05] Virgin Media: *Chenny*

Brilliant you're in! Before we proceed, we just want to make sure that we have the most updated contact information. Can I have your most up-to-date email address and mobile number?

[27/11, 11:05] Me: No, I just want to cancel

[27/11, 11:06] Virgin Media: *Chenny*

Can i have first the updated mobile number?

[27/11, 11:06] Me: Not unless you have a really good justification for why you need it to cancel my service

[27/11, 11:08] Virgin Media: *Chenny*

May i know the reason of cancellation?

[27/11, 11:08] Me: No

[27/11, 11:09] Virgin Media: *Chenny*

I do understand that you want to cancel the services but in order for us to do that we need to ask you the reason why, we need to communicate with each other so we can resolve your concern

[27/11, 11:11] Virgin Media: *Chenny*

Are you moving home?

[27/11, 11:11] Me: No, I'm cancelling

[27/11, 11:12] Me: I've given you notice. I'll cancel the direct debit. Please confirm you understand.

[27/11, 11:18] Virgin Media: *Chenny*

can you give me a chance so i can show you what will be the best package that i can recommend for good price and better discounts?

[27/11, 11:19] Me: No

[27/11, 11:22] Me: Please confirm the cancellation date.

[27/11, 11:30] Virgin Media: *Chenny*

we have so many great offers here and i wanted to offer it to you, could you give us a one last chance?

[27/11, 11:31] Me: No

[27/11, 11:32] Virgin Media: *Chenny*

Okay i do respect your decision

[27/11, 11:32] Virgin Media: *Chenny*

Just bear with me and let me process this

[27/11, 11:32] Me: Thanks.

[27/11, 11:37] Virgin Media: *Chenny*

Your request has now been completed and just to summarise, your services will be disconnected on 27/12/22 and your final billed amount will be £5.02, which will taken by direct debit on 3/01/23. A refund will be processed within 45 days of the disconnection date and will be made directly into your bank account. You will need to ensure the equipment has been returned before the refund can take place. The equipment returns package will be sent to you within 10 days after your disconnection date and we ask you return the equipment back to us at your earliest convenience. That's everything covered. Is there anything else I can help you with today?

[27/11, 11:38] Me: Thanks, that's all. Goodbye.

[27/11, 11:39] Virgin Media: *Chenny*

For any queries or help you may need in the future, please visit virginmedia.com/help

[27/11, 11:39] Virgin Media: *Chenny*

Thanks for contacting Virgin Media Customer Relations Messaging Team. I hope you have a lovely day and please stay safe. Bye for now.

PZ19

Just call them 150, option 4 thinking of leaving us.  Best time is 8ish in morning