Appalling Virgin Media Cancellation service

Grumpy_Old_Duffer

Ever tried cancelling a Virgin Media contract? Once you get past the Bots you've then got to contend with Retentions who follow a strict script (offered £10 off), then Cancellations who follow a strict script, who offered a further £10 off. My Mother is 100+ and only watches Challenge & Sky Arts and was paying £70/mth which was going upto £87/mth. I successfully completed the cancellation by phone on 1st Feb, but still can't get written (email or letter) confirmation of cancellation, being told today that we have to wait for the final bill in March which confirms the cancellation. Can't believe a company of Virgin Media standing don't have the ability to at least email a written confirmation that the contract is cancelled, ON THE DAY OF REQUESTING IT TO BE CANCELLED 😠😠😠

SaverRate

When I cancelled last year I had emails confirming straight away and emails about returning equipment.

Luckily they called me a few days later and offered me a deal I chose to take them up on.

Neil_Jones

Grumpy_Old_Duffer said:

Ever tried cancelling a Virgin Media contract? Once you get past the Bots you've then got to contend with Retentions who follow a strict script (offered £10 off), then Cancellations who follow a strict script, who offered a further £10 off. My Mother is 100+ and only watches Challenge & Sky Arts and was paying £70/mth which was going upto £87/mth. I successfully completed the cancellation by phone on 1st Feb, but still can't get written (email or letter) confirmation of cancellation, being told today that we have to wait for the final bill in March which confirms the cancellation. Can't believe a company of Virgin Media standing don't have the ability to at least email a written confirmation that the contract is cancelled, ON THE DAY OF REQUESTING IT TO BE CANCELLED 😠😠😠

You do realise cancellation is 30 days notice?  It doesn't cancel there and then.

victor2

Maybe the email got lost as potential spam, but I've always received an email confirming any change, including cancellation.
Look in the online account - it should show there. If it doesn't, phone them again and fight your way past the robot to get a human. Ask them to verify the cancellation request has been noted and acted upon.

pocketslint

VM promised me repeatedly to send me out a return postage envelope in order to return their modem away before Christmas. Despite several failed promises, they have continued to bombard me with texts, and e-mails, requesting a date to allow them to call and collect. How does VM expect folk to pay their high prices if they don't work?

Despite their failings, they have put a £40 charge on my account which has affected my credit rating. On cancellation, they also told me that monthly charges were not charged in advance, but my financial records clearly show that I was charged for a month up front on joining, so they still owe me money as I was charged for another month when I phoned to cancel at the exact end of contract. So tomorrow isn't going to be the end of it, even if they do turn up, with a valid receipt. 

They have promised to call tomorrow, and I have been promised a receipt, but I will not be holding my breath considering their performance up until now. 

MikeJXE

I had ordered Virgin then decided to cancel, no one wanted to know, never got an answer from emails, disconnected phone calls so I wrote to head office, Royal Mail Special Delivery £6 odd. Took more than a week to confirm 

SChitmehard

pocketslint said:

VM promised me repeatedly to send me out a return postage envelope in order to return their modem away before Christmas. Despite several failed promises, they have continued to bombard me with texts, and e-mails, requesting a date to allow them to call and collect. How does VM expect folk to pay their high prices if they don't work?

Despite their failings, they have put a £40 charge on my account which has affected my credit rating. On cancellation, they also told me that monthly charges were not charged in advance, but my financial records clearly show that I was charged for a month up front on joining, so they still owe me money as I was charged for another month when I phoned to cancel at the exact end of contract. So tomorrow isn't going to be the end of it, even if they do turn up, with a valid receipt. 

They have promised to call tomorrow, and I have been promised a receipt, but I will not be holding my breath considering their performance up until now. 

Do VM bill at the start or end of the month of service?