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Standard User ACdeag
(newbie) Thu 27-Jun-24 06:48:51
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Re: Virgin Media investigated over contract cancellations


[re: DFScale] [link to this post] 		 
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.
Standard User Adduxi
(member) Thu 27-Jun-24 09:14:02
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Re: Virgin Media investigated over contract cancellations


[re: mrmarktigger] [link to this post] 		 
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.
Standard User DFScale
(member) Thu 27-Jun-24 10:19:48
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Re: Virgin Media investigated over contract cancellations


[re: ACdeag] [link to this post] 		 
In reply to a post by ACdeag:
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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Standard User broadband66
(knowledge is power) Thu 27-Jun-24 12:51:25
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Re: Virgin Media investigated over contract cancellations


[re: DFScale] [link to this post] 		 
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
Standard User Chrysalis
(legend) Thu 27-Jun-24 13:08:50
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Re: Virgin Media investigated over contract cancellations


[re: broadband66] [link to this post] 		 
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. 


					
				

			
						
			

			
			

				
					

						

							
			
				Standard User broadband66
(knowledge is power)
				Thu 27-Jun-24 16:13:13
					
						
			

			

				
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Re: Virgin Media investigated over contract cancellations
 

			 [re: Chrysalis] [link to this post]
					
			
			 
							
						

					

						
			

			

			
				

					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

					
				

			
						
			

			
			

				
					

						

							
			
				Standard User Adduxi
(member)
				Thu 27-Jun-24 18:36:56
					
						
			

			

				
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Re: Virgin Media investigated over contract cancellations
 

			 [re: Chrysalis] [link to this post]
					
			
			 
							
						

					

						
			

			

			
				

					
In reply to a post by Chrysalis:
<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.
					
					
				

			
						
			

			
			

				
					

						

							
			
				Standard User Chrysalis
(legend)
				Thu 27-Jun-24 20:21:13
					
						
			

			

				
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Re: Virgin Media investigated over contract cancellations
 

			 [re: broadband66] [link to this post]
					
			
			 
							
						

					

						
			

			

			
				

					
In reply to a post by broadband66:
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)

				

			
						
			

			
			

				
					

						

							
			
				Standard User Shonk
(newbie)
				Fri 28-Jun-24 19:43:29
					
						
			

			

				
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Re: Virgin Media investigated over contract cancellations
 

			 [re: Brunel] [link to this post]
					
			
			 
							
						

					

						
			

			

			
				

					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
					
					
				

			
						
			

			
			

				
					

						

							
			
				Standard User mrmarktigger
(member)
				Sat 29-Jun-24 08:24:53
					
						
			

			

				
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Re: Virgin Media investigated over contract cancellations
 

			 [re: Chrysalis] [link to this post]
					
			
			 
							
						

					

						
			

			

			
				

					
In reply to a post by Chrysalis:
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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