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Why is it so difficult to cancel account with Virgin Media

Billy315

Billy315

Member
No phone numbers on bills. Google search easy. Probaly Indian with better english than mine. Quick to get through. Time on phone lengthy. Two different girls to cancel account. Bill now £49 from £24. Offered £20 for two years, but she forgets the yearly increase.

Cancelled


I'd rather pay £25 with no yearly increae.
 
Billy315 said:
No phone numbers on bills. Google search easy. Probaly Indian with better english than mine. Quick to get through. Time on phone lengthy. Two different girls to cancel account. Bill now £49 from £24. Offered £20 for two years, but she forgets the yearly increase.

Cancelled


I'd rather pay £25 with no yearly increae.
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Virgin seem to be changing direction recently. It use to be that you put your cancellation in and within a few days they called you back and offered you a deal. That did not happen to me and some others on the forums. They offer you the first deal and that's it. I dropped virgin and went with plusnet but its £33.99 for 300mb on a one year deal.
 
With the Full fibre providers out there offering up to 8 gig download speeds I'm really surprised by Virgin's attitude to cancellations. Most providing the 1 gig norm at very good prices.

Maybe they Genuinely are struggling to compete or expect the tide to turn on Fibre prices.

I think I'd been with them for 30 plus years as a captive customer, and they never batted an eyelid at me leaving.
 
Checking out fibre account and offers are from Sky and Pop at 61Mbps for £22 with no yearly increase. 24 month contract. Sky runs out on the 12 june. Seems a good deal.
 
Billy315 said:
Checking out fibre account and offers are from Sky and Pop at 61Mbps for £22 with no yearly increase. 24 month contract. Sky runs out on the 12 june. Seems a good deal.
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As you are with Virgin do you have a BT line coming into the premises?

If you get a new fibre connection don't they do fttp or ftth(not sure what it's called) where you get a new fibre optic cable as BT/Open reach are doing away with copper cables.

A neighbour of mine was changing to a new provider and was with Virgin and was given an install date of 8 weeks from her disconnection from Virgin.

I have sky TV and called to cancel at weekend and was offered fibre 150mb for £21pm and 300mb for £22 pm but that was part of a TV sky q package which I declined as too expensive.

Do you have a landline with Virgin and are going to keep it?
 
Ferret. said:
With the Full fibre providers out there offering up to 8 gig download speeds I'm really surprised by Virgin's attitude to cancellations. Most providing the 1 gig norm at very good prices.

Maybe they Genuinely are struggling to compete or expect the tide to turn on Fibre prices.

I think I'd been with them for 30 plus years as a captive customer, and they never batted an eyelid at me leaving.
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I always thought that when more providers came on line VM would have to be more competitive - apparently not
Until this year VM were the only company offering high speed internet in my area - not anymore as BT and M3(?) are arriving!!!!
 
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1vincent said:
As you are with Virgin do you have a BT line coming into the premises?

If you get a new fibre connection don't they do fttp or ftth(not sure what it's called) where you get a new fibre optic cable as BT/Open reach are doing away with copper cables.

A neighbour of mine was changing to a new provider and was with Virgin and was given an install date of 8 weeks from her disconnection from Virgin.

I have sky TV and called to cancel at weekend and was offered fibre 150mb for £21pm and 300mb for £22 pm but that was part of a TV sky q package which I declined as too expensive.

Do you have a landline with Virgin and are going to keep it?
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I went from virgin to plusnet and took a 12 month contract so i could change if they were not that good. Openreach put a new fibre to the premises within 10 days and it was up and running that day. I got plusnet to take over the line from virgin and when the plusnet line went live, virgin turned me off within the hour.
 
It's not that hard to cancel , but it does take time getting a rep, whether it be on the phone 150 if you have a land line or you can use WhatsApp or the online chat.

They have started to not be bothered with offering deals though. Strange tact though, no compation and offer you deals ,

More comp and providers now in my area yet they can't be arsed . Like ferret said maybe they think fibre prices will even out .

1gig will soon be the norm


Friggen predictive text
 
Wriggle, wriggle, wriggle, they'e an absolute pile of crap. I've just given them the push after 20yrs+/- yrs or so. The last two years were a real struggle with renewal so this year I wasn't going to fek about and it was goodbye from me. I initially got two "early disconnection fees" £9+ and a second one of £34+. I raised a complaint as to how and why I got two different figures. I still haven't got an answer. Iv'e had several phone calls all with different excuses and promises to email conversations back to me but they generally just fob you off and they haven't materialised. I did get a couple of emails which included the fact that they " tried to contact me but were unsuccessful"! Utter, Utter bollix. Just deflection of their piss poor customer relations/service. I am considering a complaint to the Ombudsman just as to why a major company like VM can continue with their standard of customer service and lack of standards.
Their pure sheit
 
Couldn't have been that bad if you stuck with them for 20 years. I've also been with them for over 20. Never had a problem really. But there are a lot more providers springing up now. Better or worse, only time will tell. Good luck with your next provider. 👍
 
plasterer said:
Couldn't have been that bad if you stuck with them for 20 years. I've also been with them for over 20. Never had a problem really. But there are a lot more providers springing up now. Better or worse, only time will tell. Good luck with your next provider. 👍
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My Mrs needed a decent connection for work especially after Lockdown but she's now retired. They're the only cable suppliers around here at the moment so really had no option but to stick with them.
 
browney said:
When I finally left them 2 years ago I used the WhatsApp number, way easier than calling even if replies aren't instant.
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Yep, I used the whatsapp chat. !8 months ago on my "negotiations" for renewing then I had problems. I had prices given then they wouldn't honour them even after I had screenshot them and they said that "there's nothing on the system saying that price" so had to go through the process all again and again. Eventually I had direct email contact with a Social Media Team Manager as I put my experience on there. To be fair to her she managed it quite well. But that was then and I dont know why they make renewing at reasonable prices so difficult. Effectively, they wanted double I was paying 18 months ago.
 
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