Virgin Media, a little advice needed
Discussion
We have a VM contract. Moving house next week and new place does not have VM coverage.
I need to cancel but cannot get through to a human on their call centre. I managed to find a postal address in small print that I can send a cancellation letter to but I have my doubts that will actually be acknowledged. What are the implications of just cancelling my direct debit or is there a better option?
I need to cancel but cannot get through to a human on their call centre. I managed to find a postal address in small print that I can send a cancellation letter to but I have my doubts that will actually be acknowledged. What are the implications of just cancelling my direct debit or is there a better option?
Don’t just cancel, they’ll keep trying to take money and then you’ll owe them a fortune, don’t ask how I know.
They are an absolute shower of s
t, they made it as difficult as possible to end my mobile phone contract even though my 12 months were up (12 month data sim). Over 4 months I tried calling, Facebook, Twitter, emails and in the end I found the MD’s email address and it was picked up by somebody in the ‘Executive Team’. Even the ombudsman was a complete waste of time.
Eventually I got a full refund and a big apology, but crikey it was hard work.
Try here. - executiveteam(@)virginmedia.co.uk
Remove the brackets around @
They are an absolute shower of s
t, they made it as difficult as possible to end my mobile phone contract even though my 12 months were up (12 month data sim). Over 4 months I tried calling, Facebook, Twitter, emails and in the end I found the MD’s email address and it was picked up by somebody in the ‘Executive Team’. Even the ombudsman was a complete waste of time.Eventually I got a full refund and a big apology, but crikey it was hard work.
Try here. - executiveteam(@)virginmedia.co.uk
Remove the brackets around @
KingofKong said:
Don’t just cancel, they’ll keep trying to take money and then you’ll owe them a fortune, don’t ask how I know.
They are an absolute shower of st, they made it as difficult as possible to end my mobile phone contract even though my 12 months were up (12 month data sim). Over 4 months I tried calling, Facebook, Twitter, emails and in the end I found the MD’s email address and it was picked up by somebody in the ‘Executive Team’. Even the ombudsman was a complete waste of time.
Eventually I got a full refund and a big apology, but crikey it was hard work.
Try here. - executiveteam(@)virginmedia.co.uk
Remove the brackets around @
Many thanks. While I wrote that I was on hold (again). When I eventually got through after 50 minutes, I'm told I need to speak to the moving team not cancellations even though I'm cancelling. They cannot do anything about it. Honestly you cannot make this stuff up. If I want to upgrade or buy another service, I can do it online in 5 minutes. So I'm now on hold again, phone call is now well past the hour mark. I'll persevere for a bit longer tonight but otherwise I'll go with your suggestion. Thank you for that. Glad it's not just me. They are an absolute shower of s
t, they made it as difficult as possible to end my mobile phone contract even though my 12 months were up (12 month data sim). Over 4 months I tried calling, Facebook, Twitter, emails and in the end I found the MD’s email address and it was picked up by somebody in the ‘Executive Team’. Even the ombudsman was a complete waste of time.Eventually I got a full refund and a big apology, but crikey it was hard work.
Try here. - executiveteam(@)virginmedia.co.uk
Remove the brackets around @
A local friend of mine is having problems with VM. I don't know every detail, but he has paid by direct debit up to the end of his contract.. Has done the usual, tried to call them and waited for 40 minutes - not sure he got a pick-up.. Last thing he told me is that he expects Debt Collector visit.. He's confident however, if it was to go to court, he has all email correspondence to back up his case.. Quite frankly is a ridiculous situation...
Gad-Westy said:
Many thanks. While I wrote that I was on hold (again). When I eventually got through after 50 minutes, I'm told I need to speak to the moving team not cancellations even though I'm cancelling. They cannot do anything about it. Honestly you cannot make this stuff up. If I want to upgrade or buy another service, I can do it online in 5 minutes. So I'm now on hold again, phone call is now well past the hour mark. I'll persevere for a bit longer tonight but otherwise I'll go with your suggestion. Thank you for that. Glad it's not just me.
Tell them you are moving, and your new address is in south Korea or similar. And cancel the direct debit.Seems to work.
You have to give notice and you need them to confirm it in black and white, because otherwise they’ll deny they ever said you tried to cancel.
To cut a really long story short, back last February I was at the end of my 12 months, after several attempts I eventually got through and gave notice/cancelled, so I thought. I never received confirmation, but I cancelled the direct debit as I always do when any contracts end.
Then in March I got another bill, so I called again, numerous times and got an apology and a promise that my contract was finished and a credit would be given, it never was.
Then CV19 hits and for the next 4 or 5 months I tried every possible method to contact them including a written letter, but they kept billing me and by now I’m something like £200 in arrears.
Sometime in September I finally managed to get somebody on the phone, there was absolutely no way they would let me give notice whilst there was a debt on the account. So we came to a compromise which was I’d pay in full and he’d then let me make a formal complaint so I could get my money back. Whilst transferring me to the complaints department I got cut off.
And guess what... I got another bill the following month. I was at my wits’ end, it wasn’t the money, just the thought of having to try and call again.
Then I Googled the MD’s email and sent off the whole email trail, Twitter messages etc etc. That’s when the executive office emailed me and they couldn’t apologise enough, the poor guy said his job is absolute hell having to deal with so many angry customers.
Whilst I was on the phone to him I finally received my confirmation of notice and not long after a full credit going right back to February.
I thought BT were bad, but Virgin are on a whole different level of incompetence and there’s almost nothing you can do about it.
To cut a really long story short, back last February I was at the end of my 12 months, after several attempts I eventually got through and gave notice/cancelled, so I thought. I never received confirmation, but I cancelled the direct debit as I always do when any contracts end.
Then in March I got another bill, so I called again, numerous times and got an apology and a promise that my contract was finished and a credit would be given, it never was.
Then CV19 hits and for the next 4 or 5 months I tried every possible method to contact them including a written letter, but they kept billing me and by now I’m something like £200 in arrears.
Sometime in September I finally managed to get somebody on the phone, there was absolutely no way they would let me give notice whilst there was a debt on the account. So we came to a compromise which was I’d pay in full and he’d then let me make a formal complaint so I could get my money back. Whilst transferring me to the complaints department I got cut off.
And guess what... I got another bill the following month. I was at my wits’ end, it wasn’t the money, just the thought of having to try and call again.
Then I Googled the MD’s email and sent off the whole email trail, Twitter messages etc etc. That’s when the executive office emailed me and they couldn’t apologise enough, the poor guy said his job is absolute hell having to deal with so many angry customers.
Whilst I was on the phone to him I finally received my confirmation of notice and not long after a full credit going right back to February.
I thought BT were bad, but Virgin are on a whole different level of incompetence and there’s almost nothing you can do about it.
KingofKong said:
You have to give notice and you need them to confirm it in black and white, because otherwise they’ll deny they ever said you tried to cancel.
To cut a really long story short, back last February I was at the end of my 12 months, after several attempts I eventually got through and gave notice/cancelled, so I thought. I never received confirmation, but I cancelled the direct debit as I always do when any contracts end.
Then in March I got another bill, so I called again, numerous times and got an apology and a promise that my contract was finished and a credit would be given, it never was.
Then CV19 hits and for the next 4 or 5 months I tried every possible method to contact them including a written letter, but they kept billing me and by now I’m something like £200 in arrears.
Sometime in September I finally managed to get somebody on the phone, there was absolutely no way they would let me give notice whilst there was a debt on the account. So we came to a compromise which was I’d pay in full and he’d then let me make a formal complaint so I could get my money back. Whilst transferring me to the complaints department I got cut off.
And guess what... I got another bill the following month. I was at my wits’ end, it wasn’t the money, just the thought of having to try and call again.
Then I Googled the MD’s email and sent off the whole email trail, Twitter messages etc etc. That’s when the executive office emailed me and they couldn’t apologise enough, the poor guy said his job is absolute hell having to deal with so many angry customers.
Whilst I was on the phone to him I finally received my confirmation of notice and not long after a full credit going right back to February.
I thought BT were bad, but Virgin are on a whole different level of incompetence and there’s almost nothing you can do about it.
What a nightmare. Stuff like this makes the blood boil. Hopefully I don't end up in the same boat.To cut a really long story short, back last February I was at the end of my 12 months, after several attempts I eventually got through and gave notice/cancelled, so I thought. I never received confirmation, but I cancelled the direct debit as I always do when any contracts end.
Then in March I got another bill, so I called again, numerous times and got an apology and a promise that my contract was finished and a credit would be given, it never was.
Then CV19 hits and for the next 4 or 5 months I tried every possible method to contact them including a written letter, but they kept billing me and by now I’m something like £200 in arrears.
Sometime in September I finally managed to get somebody on the phone, there was absolutely no way they would let me give notice whilst there was a debt on the account. So we came to a compromise which was I’d pay in full and he’d then let me make a formal complaint so I could get my money back. Whilst transferring me to the complaints department I got cut off.
And guess what... I got another bill the following month. I was at my wits’ end, it wasn’t the money, just the thought of having to try and call again.
Then I Googled the MD’s email and sent off the whole email trail, Twitter messages etc etc. That’s when the executive office emailed me and they couldn’t apologise enough, the poor guy said his job is absolute hell having to deal with so many angry customers.
Whilst I was on the phone to him I finally received my confirmation of notice and not long after a full credit going right back to February.
I thought BT were bad, but Virgin are on a whole different level of incompetence and there’s almost nothing you can do about it.
I got cut off after 1hr38m tonight. I'm trying again at 8am tomorrow otherwise it's straight to the email address you gave.
When I called the other day as my BB only contract had ended, I re-signed up for 18 months (200mbps, £28)
The nice chap stated that if I move, then it’s transferable
If Virgin wasn’t available at new address , exit charges
Not moving so not an issue to me.
Are you in your 18 month contract still?
The nice chap stated that if I move, then it’s transferable
If Virgin wasn’t available at new address , exit charges
Not moving so not an issue to me.
Are you in your 18 month contract still?
Simmos said:
Hi Gad-Westy,
I'm in a similar situation with Virgin Media. Could you keep us updated as to how you get on?
I wish you luck with it!
Thanks.
Simmos.
Hi Simmos, I managed to get sorted. After several attempts calling after work in evenings, I ended up setting a alarm reminder for 8am on Saturday morning and got more or less straight through. There was no real hard attempt to keep me on board once it was established that there is no service at new place. So it seems calling early is the way to do it. I'll feel more confident when I get a cancellation confirmation letter though! I'm in a similar situation with Virgin Media. Could you keep us updated as to how you get on?
I wish you luck with it!
Thanks.
Simmos.
Thanks for all the help folks.
Gad-Westy said:
Hi Simmos, I managed to get sorted. After several attempts calling after work in evenings, I ended up setting a alarm reminder for 8am on Saturday morning and got more or less straight through. There was no real hard attempt to keep me on board once it was established that there is no service at new place. So it seems calling early is the way to do it. I'll feel more confident when I get a cancellation confirmation letter though!
Thanks for all the help folks.
You know I think I got through early on a weekend too, much to my surprise.Thanks for all the help folks.
Fingers crossed for you, but I would have expected an email within a few minutes, I don’t think I ever got a letter confirming my cancellation.
You need to lie
Ring any of their numbers normally new client / contract
When you get through go a human tell them you have a speech impediment and you are also hard of hearing making you officially disabled and you need to speak to someone in uk ( normally north England or Ireland) for assistance in ending contract
Be firm and polite / forceful keep saying disability
Ring any of their numbers normally new client / contract
When you get through go a human tell them you have a speech impediment and you are also hard of hearing making you officially disabled and you need to speak to someone in uk ( normally north England or Ireland) for assistance in ending contract
Be firm and polite / forceful keep saying disability
KingofKong said:
Don’t just cancel, they’ll keep trying to take money and then you’ll owe them a fortune, don’t ask how I know.
They are an absolute shower of st, they made it as difficult as possible to end my mobile phone contract even though my 12 months were up (12 month data sim). Over 4 months I tried calling, Facebook, Twitter, emails and in the end I found the MD’s email address and it was picked up by somebody in the ‘Executive Team’. Even the ombudsman was a complete waste of time.
Eventually I got a full refund and a big apology, but crikey it was hard work.
Try here. - executiveteam(@)virginmedia.co.uk
Remove the brackets around @
I was having issues with their broadband playing up and was getting nowhere with normal customer services so emailed their CEO, I got a responds from the executive team and they were brilliant. Sorted the problem asap with an an engineer visit, two free months and a reduced price package going forward.They are an absolute shower of s
t, they made it as difficult as possible to end my mobile phone contract even though my 12 months were up (12 month data sim). Over 4 months I tried calling, Facebook, Twitter, emails and in the end I found the MD’s email address and it was picked up by somebody in the ‘Executive Team’. Even the ombudsman was a complete waste of time.Eventually I got a full refund and a big apology, but crikey it was hard work.
Try here. - executiveteam(@)virginmedia.co.uk
Remove the brackets around @
So definitely get them involved if you want it doing properly.
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