Virgin Media #virginmedia Trying to Cancel - Stuck After Going Round In Circles

[Piano Cube]

So as the title says I'm trying to cancel my Virgin Media account. I'm out of contract and have moved house with broadband already there - so no longer need broadband.

 

I called customer service and went through to the house move option - I couldn't pass security so I changed my password with the phone handler and he's set it up wrong. After trying to pass security with whatever the new password was I've locked myself out of my own account. They said they can post me out a password reset but I don't have access to the old property.

 

Can't cancel online, can only do it over the phone, can't pass security to cancel.

 

I've not setup a Direct Debit so I don't have to pay them, but it will harm my credit if I just stop paying. I want a final bill from Virgin so I can just get on with my llife!

 

Any help or advice about what I can do from here?

Edited February 3, 2021 by Piano Cube
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[AndyOrch]

Do you have a Virginmedia online account which you can log into ?  

[Piano Cube]

Hi Andy, thanks for the quick reply.

 

Yes I do, I can login with the old password but it does not work with customer services.

The Virgin Media page for moving is broken - please see image attached.

[AndyOrch]

Okay .....but in reality you dont want the moving option.....your not transferring the account to a new address...you simply wish to give notice on your broadband account...there should be an option to contact them and send them a message ?

 

 

.

[Piano Cube]

I called to cancel my contract and was told that due to moving house I had to speak to the house move department

 

I agree, there should be an option to just send them a message to give my notice or send them a message - but every option brings me back to calling them

Edited February 3, 2021 by Piano Cube

[AndyOrch]

Yes Ive just checked my online account and their email portal is unavailable......a quick search of the internet states that you cant contact VM by email full stop .......astonishing !!!

 

Have you tried live chat ?

[Piano Cube]

It is astonishingly bad, that it's this difficult to leave - I should post my whole story upto this point as a warning for others.

 

Meanwhile though where is the live chat please? I've not found it and it doesn't show up in a search either.

[AndyOrch]

https://www.virginmedia.com/help/live-chat

[Piano Cube]

Still not found any actual live chat - that page just takes me back to the same help page. That page sends me to the customer services phone number again.

 

Maddening - I think I'll try writing instead or I'm going to get dizzy going round in more circles

[AndyOrch]

I feared it might.....from what I gather...basically because of the current pandemic ...all options for customer service contact on line are zilch because they are working from home or abroad and everything is being directed through telecom.

 

Either keep trying on the phone until you get someone with common sense or you will have to give notice by writing......but keep an eye on your ebilling.

[Piano Cube]

I feared that might be the case - I'll try writing and see where that gets me!

 

I'll update my thread if we ever get to the point of me escaping them.

 

Thanks for the help and advice

[45002]

Virgin

 

They make it So easy to sign up

 

They make So difficult to leave

 

Writing pen to paper may work

 

Good luck, keep CAG posted.