I guess this is a vain hope but what the hell, it’s worth a try.
I’ve had broadband, telly and phone with VM for years, but this morning made the mistake of phoning them to try to change my package (and upgrade my equipment). I’ve been out of contract for ages and so am obviously paying through the nose, and silly me I thought they might offer me something like one of their introductory offers. I even knew which package. So I asked, the sales person went offline then came back and said no, and offered me another package, which didn’t seem very appealing so I said no and we ended the call.
Then I got an email from them with “pre-contract documents” attached for the contract I hadn’t accepted.
I am really strugging trying to find a way of contacting them to cancel this. The email came from a no-reply, and whereas it says I have a 14 day cooling off period there’s no indication how to actually do it. I’ve been through all the phone menus I can find and they all end in dead ends and no human being. I think they recognise my number and are diverting me honestly. I’ve also set up a whatsapp chat with one of their “agents” but they’re very busy and “will get back to me”. I’ve even submitted a complaint, but they only aim to reply to those within a month.
It’s all a massive racket isn’t it. Has anyone had any success dealing with VM on stuff like this. Anyone any tips? Starting to get the sinking feeling I’m either going to have to accept this new contract or try to leave (which I’m sure they’d make really easy, plus of course no telly or internet).
It’s all quite depressing. Today started quite well.
You probably do need to keep contacting them to make sure the new contract doesn’t come into force. It probably is worth waiting a few days to see if they do respond.
On leaving though, as you are out of contract, it shouldn’t be that difficult to move. You can just sign-up with a new supplier and they will sort out the transfer. You should only be without internet for a couple of hours on the day of transfer (which I think you can normally pick). I think you wouldn’t need to contact Virgin to cancel, it will be all sorted by the new provider, and will just be charged up to the transfer.
However, I have been hesitant with moving from them as they do normally have the fastest internet speeds in most places. I just renew every 12-18 months and give them a call in the last month to see what they can offer, which is normally about the same as the current price (which is generally about £15-£20 pm less than rolling just for internet). So, I would suggest moving or renewing on some form of contract.
I would send them a (tracked) letter telling them ‘I didn’t ask for this new contract, and am activcating the 14 day cool-off period, even though I shouldn’t have to’.
Then look for a new supplier (bearing in mind they’re all a complete bunch of criminals). The new supplier should do all of the switchover work for you and it shouldn’t be as painfull as it used to be…(but do bear in mind the criminals thing).
Just stay on the phone for as long as it takes, say you want to cancel.
Wait for retentions to call you say no.
Sign up with someone else and hope when virgin get the switchover stuff they call you back because if they do they’ll offer you a ridiculous deal, cancel the new order.
Left Virgin last year and it was an absolute fucking nightmare. Had to stay on the phone for an eternity and when we said we were cancelling I got an absolute barrage of calls, texts and emails for the next week offering progressively lower prices (and eventually a cheaper one than EE who we were switching to but by then the damage was done). If you do get through to cancel then ask them not to contact you again, although I doubt they’ll pay any attention.
I hate doing it, but I have had some success with contacting Virgin via social media, as they seem quite keen to shut people up who are moaning publically. Twitter/X, specifically.
It’s an absolute scandal the way we’re expected to deal with telecoms/TV/energy companies etc. In no just society should anyone be expected to have to be good at haggling and gaming the system just to get a reasonable deal. Being ripped off by default is a crime against the elderly, the neurodivergent, the socially anxious - basically anyone who doesn’t have the skills and desire to engage with this bullshit. Makes me absolutely sick.
Was with Virgin for around 10 years and they were awful for this sort of thing, constantly sent through paperwork for the wrong thing or with the wrong name attached.
Do you have an online account you can login to and cancel through there or at least contact them through?
Otherwise have found the 0345 number the best one and to just hang on as others have said, going through to the cancellations dept (also I’m with GiffGaff and as far as I know it should be included in any free minutes just the same as an 01 or 02 number).
Everything about their site seems to be geared towards preventing you contacting them directly. Wouldn’t surprise me if there wasn’t even a postal address on there. It really is quite mindblowing. I don’t even seem to be able to find my way through to the sales number I was originally talking to.
Brief note to say that Virgin Media are total utter cunts, far and above the usual very low standard of these sorts of services. Deeply unpleasant experiences of dealing with them. Possibly the only company I would never, ever consider getting involved with in any way.
Although it will be extra hassle it is worth completing a complaint which details what happened. They will certainly be able to make sure you aren’t moved to the new contract but may also be able to give you some goodwill gesture for the shit service you received.