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https://www.bbc.co.uk/news/technology-66174785
Is this in connection with this story:-
https://www.ofcom.org.uk/phones-and-broadband/switch...
Apologies as I have not fully checked it out. It's been one of those webpages I've left open with the aim of reading asap. I thought I may have been taken to that page via a recent story.
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Well, All I can say is I spoke to them using the online chat and my connection will be terminated on the 6th July.
No problems so far,
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Register (or login) on our website and you will not see this ad.
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https://www.bbc.co.uk/news/technology-66174785
Finally, judging by the online community its years too late, but better late than never, I filled in my form only about a month or so ago.
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I tried to cancel my VM home broadband about an hour or so ago, with their online chat feature. No luck for me, The previous 'Thank you for waiting messages' stopped and went silent after 5 or 10 mins. When I closed the browser and went back to the chat, after 40 mins of waiting, it basically says 'we'll be back tomorrow at 8am'... No warning of their closing time, just kept me waiting, while they had already closed, while I was waiting.............. So, I have no idea what hours they operate for cancellations. I go to work before they open at 8am. I'm not able to phone or chat with their cancellations team until at least 5pm. Are they open to take cancellations between 5 and 6pm?
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Can you only cancel via on-line chat operating restricted hours? That looks like an obstructive practice to me.
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They aren’t expected to operate 24 hours a day for cancellations. Calling them is probably easier.
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Ofcom probably should enforce cancelling is possible via a online request (not chat, but an actual thing in the control panel, that doesnt require an interaction with customer services) when not in contract.
They could allow outbound retentions still, and the customer could configure if marketing calls are allowed, if they want peace.
Sadly they seem to always choose the lightest possible solution on regulation, and place a huge amount of faith in the companies to behave with good intentions.
Edited by Chrysalis (Wed 26-Jun-24 17:50:42)
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There is a number to call too. However in the past when I cancelled with them it has had restricted hours too. 9am to 5pm, I seem to recall. I didn't take the phone route this time due to the restricted hours in the past, and I was expecting a very important call from someone else too.
Anyway, I managed to cancel on chat today (hopefully). I got home a little earlier than usual and started the chat with a Bot at 16:44 hrs. The Bot kept me entertained every 5 minutes with a "Sorry to keep you waiting......" message, untill the first human messaged me at 17:21 hrs. It then took untill 17:40 hrs to confirm the cancellation.
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They aren’t expected to operate 24 hours a day for cancellations. Calling them is probably easier.
Who says? Ofcom? Do you have a link? Not taking a cancellation by an asynchronous channel eg email or post and not operating 24 hours a day looks obstructive.
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Email would never be allowed as it is not secure. We would all be paying for 24 hour manning of retentions lines when it is unnecessary, it is not an urgent thing.
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From the VM website
"How to cancel your Virgin Media contract
By phone Call us on 150 from your Virgin Media home phone or 0345 454 1111 from any other phone.
Write to us You can send your leaving request by post to: Virgin Media, Sunderland, SR43 4AA"
Both times I have cancelled VM, I've used the latter, sending a Recorded Signed For letter. On both occasions I had call backs from Retentions with offers and acknowledgement of the cancellation. The cancellations were processed without any issues thankfully.
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Email would never be allowed as it is not secure. We would all be paying for 24 hour manning of retentions lines when it is unnecessary, it is not an urgent thing.
Building a verification layer on top of email is dead easy - it is only necessary to return an email with a verification link. As for a 24 hour retentions line, that is nonsense. What is required is a cancellation line. It's not beyond the wit of man to have an automated process with a verification step.
You seem too ready to accept and justify the existing unsatisfactory situation.
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Not sure what you do for a living but are you on-call 24/7?
Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Utility Warehouse (up to 16mbps) via Talk Talk, upgraded to fibre 40/10
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He didnt say that, he said a voice mail type system , or automated phone line.
There is no excuse for a company to require speaking to customer services to cancel. VM are doing it to create obstacles and to allow retention staff to push the customer to stay on with them.
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Nothing was specified by the poster.
Do all other companies allow cancellation 24/7?
Was Eclipse Home Option 1, VM 2Mb & O2 Standard
Utility Warehouse (up to 16mbps) via Talk Talk, upgraded to fibre 40/10
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<snip> There is no excuse for a company to require speaking to customer services to cancel. VM are doing it to create obstacles and to allow retention staff to push the customer to stay on with them.
As noted previously, you can cancel by letter. You don’t need to speak to anyone. If retentions ring you just politely refuse and carry on with the cancellation.
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Nothing was specified by the poster.
Do all other companies allow cancellation 24/7?
EE can cancel online in portal no need to contact customer services, same with O2.
AAISP also control panel.
He did specify which is why I replied.
here is what he said
Building a verification layer on top of email is dead easy - it is only necessary to return an email with a verification link. As for a 24 hour retentions line, that is nonsense. What is required is a cancellation line. It's not beyond the wit of man to have an automated process with a verification step.
Virgin Media seem to want everything done via live interactions with customer services, it took me 4 phone calls (easily in excess of an hour) and asking on the VM forums to arrange a simple equipment pickup.
Edited by Chrysalis (Thu 27-Jun-24 20:21:48)
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They have always pulled this
I left them in 2010 i phoned them and said to cancel multiple times
They should have owed me a month's payment as you pay upfront
they ended up chasing me for 2 years for 6 weeks woth of subscription
Ontop of that their network topology is garbage best thing i ever did leaving them
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EE can cancel online in portal no need to contact customer services, same with O2.
AAISP also control panel.
Indeed! This is how it should be done
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How would they owe you a month?
You have to give 30 days notice of cancelation.. You pay up front for the 30 days. Ok sure you might get a little back depending on when you gave notice and when your bill is generated.
If I was to cancel on the same day my bill is generated id still have to pay for the 30 days. If I cancelled a week before the bill was generated I would be due 1 weeks worth back. If cancelled 1 week after the bill was generated I would owe them an extra weeks worth of service.
I don't see how you came to that conclusion? Am I being stupid here missing something?
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