Is it impossible to cancel Virgin broadband or is it just me?

[newnamethanks]

I've been trying to cancel for 4 weeks. Impossible to finish the damned chat thing. Call cuts me off without completing. I'm really irritated. I'm not in contract and it's costing a fortune. How can I get rid of it? Does anyone know?

I haven't tried it but I would suggest sending them a registered letter.

Contacts

Good idea. I'm not sure we still have a post office though.

You can buy postage online, with free collection, the postie comes and collects it... maybe..

(If you can work out their baffling website)

Royal Mail

Are you wanting to cancel because of the cost?
I was going to do this last year because it was increasing to £63 a month.
I phoned them up and said I was planning to leave as I couldn't afford it any longer.
They offered me a new contract for 18 months at £22 a month.
Might be worth a try.

I had this, very hard to get through to Virgin on the phone. So I got up very early and rang as soon as they opened (can't remember if it was 7 or 8 am) and got straight through. A bit of a pain, but beats hanging on the phone for an hour/being cut off etc. I appreciate this might be hard for people with young kids etc.

Thank you Dbank , didn't know that. Yes, wellsmart , cost. And I would have been happy to discuss but their systems won't let me progress. I now feel so aggrieved I just want them gone.

We used live chat then email. It's amazing how quickly once you manage to cancel how keen they are then to talk to you....
We took out a cheaper deal in dh's name and email address instead of mine! Literally halved our package cost.

I'm surprised they allowed this or didn't pick up on it.
Maybe they did but are allowing it in the current climate.

I just phoned them and told them I was moving out of the country. I wasn't but it means they don't try and keep you. Was done and dusted very quickly.

We always call them and hold forever. We get it dis punted every time. Let me find the number for you.

Try this.

Not as impossible as it is changing the password for your account! Thanks for posting the phone number, @BashfulClam I'll try calling.

Do you have other services with them, or just the broadband? If it's just the broadband and you're out of contract, I would just cancel the Direct Debit. They'll soon contact you!

Thank you all. I'm going to cancel the DD. Why didn't I think of that? Am fool and fed up of technology and bots. Thanks once more to everyone.

If you pay by direct debit just contact the bank and cancel. When they stop getting their cash they will soon contact you.

But you'll still owe them, till you actually manage to cancel, so probably another month.

I can't wait to be rid of them.

Took me months to cancel a phone contract. In the end I lost it on social media and they sent me a different number to call and it was sorted immediately

Just call them? It's really easy.

It is really easy to call them, thanks. If you have similarly facile advice on getting them to complete a call to cancel then please provide it.

I'm glad your experence was better than mine, I tried calling but they didn't answer and was eventually cut off.

I've tried the chat, and both times waited 2+ hours for a human and then the chat was cancelled.

Judging by the vitriol for VM locally, I don't think I'm alone.

My dad has issues cancelling theirs. However I do think he over complicated it by saying that they were moving. Virgin waned To move it to their new address.
Which isn't built yet. They were moving in with my sister. So should have just cancelled.

I once told a provider (forget who) that I was moving out of country and they argued that I should first find out if the new tenants would like to keep it, then call back. They wouldn't really proceed, but kept arguing that I go chase that up, first.

I had to just keep repeating myself. Thankfully they finally relented after several minutes. They could have just oopsied and disconnected.

Do you not want any broadband anymore? If you sign up with a new provider they will sort it for you.

Call the number for adding more services to your package, including adult porn channels. It is mysteriously very well staffed at all times.

Then when they answer you say that you are recording the call as an audio file in additional evidence for your case of blatant poor practice and screwing consumers FAO the regulator, Ofcom. This is their last chance to resolve it - by putting you thru to someone who will actually resolve your issue and not fob you off or cut you off - before you hit send on the email, copied to your MP and the consumer champions Tony Hetherington on the Mail titles and Anna Tims on Guardian money.

It worked for me, and they gave me a much better deal too.

I had a horrendous experience with them when I tried to cancel. Out of contract, they wanted to charge me £60 a month for just broadband.
One guy even signed me up for a plan that I didn't want by saying he would call me back because the call would last more than 20 minutes???? I called back and the person on the phone sympathised and ended the 'contract'

They lie.

They put you through to the 'cancellation department' where you can hardly understand them, then eventually when you say you just want to cancel, they say they have to put you through to the cancellation department. Happened to me three times in a row.

I did eventually cancel and they tried to get me to pay a random cancelled fee, which I refused because I was out of contract 🤨

I went with 3 Home Broadband in the end. Some dropouts, but it's fast 5G for £20 a month. Three months free, with a month to try it out risk- free. And they have you connected the day after you call.

Recently a guy knocked at the door to 'helpfully' let me know that there would be someone working in the area soon 'testing the cables' for Virgin and were we customers, interested in becoming customers???? Nobody ever came to test the underground cables. It was another lie to recruit customers in our no cold-calling area.