Virgin Media - how to cancel contract within 14 day cooling off period?

[WinterInTheAutumn]

Is there an easy way of contacting VM?

I thought there would be a link on our contract to allow us to cancel, nope! I would like to cancel in writing, then I have a paper trail but don’t know who to email.

I could ask the rep who we signed up on the door with, but tbh I’ve had a negative experience with him so far. Very keen and full of promises when signing you up, but an issue we flagged up which he said he would resolve, hasn’t been, so we’re sticking with Sky for now (have to for the time being anyway as we’re still in contract with them for a few more months! If they resolve the issue in the meantime we might rethink, although this has left a bad taste tbh.

Could someone please advise the best way of contacting VM in this instance?

Sorry about not being AIBU. Posting here for traffic.

Just to be clear, we have no equipment installed yet.

no advice - opened because I was contemplating switching to virgin media after looking at uswitch yesterday evening.
Am amazed that they have door to door sales reps - or that anyone would use them.

We only recently had VM installed in our area so the reps have been out in force.

We had the exact same issue, we changed to virgin and they just never completed the install. Unfortunately, you need to just be persistent on the phone to them it took us over an hour to speak to the right person.

there’s also a link on the website to make a complaint - do this they will send resolutions directly to your email.

we stayed with them in the end and they wavered our first months bill and offered credit to our next bill for the inconvenience.

Also if you do decide to leave outright refuse to pay any cancellation fee and explain to them you have never had virgin in your property.

Thank you.

Were they helpful when you eventually spoke to the right person?

I might try the complaints route. We haven’t had the equipment installed into our house yet as VM has only just been installed in our area, I need to complain about the shoddy instillation by their contractors, garden in a complete mess with the service box sitting about 2 inches above the grass! VM agreed how poor it was, area manager apparently replied that they’re entitled to install service points in that area, WE KNOW THIS, that’s not the issue, the issue is the piss poor way it’s been installed!

Sorry for the rant.

*VM rep agreed how poor it was.

Don’t apologise their customer service is horrendous and the contractors they use couldn’t give a shite about how they carry out their work (we have several large holes drilled into our wall)

yes 100% make a formal written complaint to them as we found a few times we’d done it on the phone it seemingly wasn’t recorded. We were constantly transferred to different people and left on hold for periods of time but continue to tell them you want to leave and won’t pay - we were eventually put through to someone who resolved all our issues in 5 minutes after being on the phone with other people for over an hour.

i found this if it’s any use to you-

Sorry to hear about your difficulties getting your cancellation processed. Can we just check you have been trying to contact us by phone via 📞Call: 150 (free of charge) from a Virgin Media landline or 454 1111 0345 454 1111from any other phone, you can also contact us via 📲WhatsApp: 7305 327 112 +44 7305 327 112.
We do not generally support with cancellations or package changes via community as these are best done in real time - but as other members have advised you can also contact us via written letter to cancel as outlined here 👉 How to cancel Virgin Media broadband & TV | Virgin Media Help .

Get out while you can. They're a nightmare to deal with. There's always some reason why the person you're speaking to can't deal with your query, but they'll chat to you for 40 minutes just to be sure, then transfer you to someone else who can't help, and eventually someone will just hang up on you .. EVERY time!

They've actually lied to us about a few different things. If I had time to follow the complaints procedure, I would, but I don't have hours of spare time.

The worst was when we had an engineer call to out house out of the blue at night, demanding I come outside to look at something. Thankfully my husband came down and dealt with him because I was getting scared. My husband went outside with him, he told him to look at something, which my husband did... and he then got aggressive telling my husband to back off, because he was looking at the thing he demanded he look at 😱😳😂 it was all very bizarre and unhinged.

I did put a complaint in about him (I genuinely thought we were about to be burgled, and I was scared for the kids). I said I didn't want him to come near our house again. I was told to 'rest assured', he would not come back. A week later, there he was at our house, with a team, though acting normally 😭 there's just no point talking to anyone at that company.

They must use the same contractors as the grounds people! Absolute shambles!

Sorry this happened to you too! If that’s the mess they can make of our garden and they think it’s acceptable, I don’t want them near my home!

Thanks for the information 😃

How bizarre! No wonder you were worried!

The more I learn about them, the more I want to back well away!

If only Sky broadband speeds were quicker ☹️

I am moving from BT to Sky Fibre tomorrow . It’s one of the fastest Broadbands in the country. It may not be as fast in your area but it’s worth checking if you haven’t recently.

We’re tied in with Sky for another few months anyway so will look into this further. Currently our broadband is poor with them, keeps dipping down to incredibly low speeds. Might get a better deal once the contract is up.

Just a quick check in our area and Sky super fast can only guarantee 61mb whereas VM is 132mb guaranteed! ☹️

Pity about their piss poor customer service.

After having been their customer for years and years, it took me nearly an hour on the phone and three different people before they would register the cancellation request.

I've since had two calls and a text encouraging me to stay with deals I've already said I don't want. It shouldn't be this difficult to stop dealing with a company and it's put me off them even more.

That sucks. Apparently it’s really fast in my area but I’ll see how it goes - I have a guaranteed minimum speed written into the contract so I can run back to BT if they don’t deliver.

Yeah they often offer better deals once they realise you’re leaving.

Yikes! That is slow. Mine is minimum of 400MB which is similar to what I have with BT.

But I only have broadband with BT - no phone or tv package and still they managed to mess up my monthly billing by charging more than I owe on multiple occasions hence I’m leaving. I’m also getting tv, phone and Netflix with my SKY broadband for the same price as what I’m paying BT so it’s a win-win.

It’s a shame everywhere in the UK doesn’t do the faster broadband. I used to live on east Asia nearly a decade ago, and you got great Wi-Fi connections everywhere really!

We had Virgin installed about a year ago. Had some problems at the beginning with the signal, had to keep pestering them. We raised a complaint in the end and everything got sorted quickly after that. They also gave us a free month. No problems since. I hate having to chop and change when the prices go up. We were happy with Sky before the price went through the roof.

In fairness, I know there can be psychos everywhere... but it was the fact they sent him BACK to our house, after my complaint and assuring me that they wouldn't, that was just as worrying as his behaviour.

Also if you do sign with them, be careful that you get what you actually ask for. I was clear about what I needed. She offered me a deal. Just as I was about to agree (after about half an hour on the phone), it became clear that it was missing a couple of things we needed (a mobile phone contract being one... so our phone would have just been cut off). I renovated again and it was also missing something we needed. They're very tricky and slippery to deal with.

Also I keep getting marketing emails about these wifi pods they say you'll get if the WiFi isn't good enough. It took us about a year to actually get one. The small print is ridiculous and they keep finding reasons to not give you one.

Anyway, they're just awful