Problem Canceling Contract With Virgin Media

[jims45]

I have been with Virgin Media on a discount plan for broadband and phone which ends next month and is set to double in cost.

Virgin are not answering phones, there is no option to cancel via email or online.

 

I have written to the cancellation address on my contract and also Head Office stating the account number and date I wish to cancel via recorded delivery.

 

Further problem is we are moving home at some time this month and concerned about leaving the property with a live phone line for the new tenant to use. Where do we stand legally with this and is postal cancellation fool proof?

Thanks in advance.

[dx100uk]

if your contract period ends next month anyway

and you've informed them of cancellation too 

not your problem.

 

dx

 

ps just been on the website and livechat is working.

 

dx

[Andyorch]

All you need to do is call Virgin Media and select the option 'If you're thinking of leaving Virgin Media'. Call 150 from your Virgin Media telephone or call 0345 454 1111 from any other phone to cancel.

 

https://www.virginmedia.com/help/virgin-media-how-to-cancel

[jims45]

Thanks for the reply.

They don't answer the phone just goes around in a loop.

I have posted on the Virgin Media "community forum" and several others have had this problem dating back to when Covid began.

I am told however that you can sign up no problem!

 

Chat box not working either for me.

[45002]

Virgin are still using call centres halfway around the world which doesn't help !

[jims45]

I have sent a recorded delivery letter to Virgin asking to cancel the contract. Hopefully I will get a response if not I guess I need to contact Ofcom and complain. 

Will post updates.

[Andyorch]

Well done...whether they respond or act is their choice ..you have proof if this escalates further.

[jims45]

Update: After no reply from Virgin media we eventually got an email stating that the contract would be cancelled.

We then had more than on email accusing us of not returning the router box

 

we sent another recorded delivery letter to head office with proof of postage and cancelled the direct debit as they were threatening to charge us for the alleged missing equipment.

 

We then got a email informing us that a credit was due so we responded with another letter requiring payment via bank transfer or cheque.

 

After some delay we thought court action would be needed but surprisingly a cheque arrived.

 

A lot of hassle and the expense of sending recorded letters but at least we are free from Virgin Media, diabolical customer service in our experience!

 

Thanks for the help and advice given here.