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In Janaury 2021, Virgin wrote to all their customers to tell them they were increasing their prices by £iii.l/month and, because of this, offer customers the opportunity to abolish without paying any counterfoil fees

I don't mind Virgin Media, my connexion with them has been reliable and fast, even so, there is a good take chances we'll be moving before long and won't be in an surface area covered past Virgin at all so the opportunity to cancel without counterfoil fees is a skillful option for me right now.

I ever knew that calling them was going to exist an uphill battle merely I did non anticipate the level of fuckwittery that I experienced here today. The story begins past calling the number they quote on their website (0345 454 1111).

We're pitiful, right now our team are all busy. You lot might similar to give u.s.a. a call over again later. Thanks and good farewell. This person's phone is unavailable, please endeavour later or ship a text. [hangup]

Non a good showtime. I immediately retry and get through to an IVR. After going through a few options and warnings that waiting times volition be up to an hour, I get through to a first line cancellations/retentions team.

I'm asked why I want to get out I say that I'm non happy with the toll increment and wish to cancel because of that. Pretty simple. This is accepted and I am passed through to a second line cancellations team.

Adam answers and asks me for my mobile number and then he can call me back if we're asunder. I provide it. He and then asks what I'll be doing instead of Virgin and I say that I'll be using another provider. He asks who that provider is and I tell them. He then asks for lots of details regarding the price I'yard going to be paying, contract lengths etc... I tell him that I just want to cancel and I don't want to give him lots of details because they don't need to know. He then just hangs up on me. Without warning.

To give him the benefit of the doubt, I wait a few minutes in example he wants to telephone call me back (afterall, he took my number for that very purpose). He doesn't.

That starting time call was xv minutes.

I call back. I go through the aforementioned IVR, choose the correct options, enter my countersign and eventually become back to the first line team once more. I explicate that I've been through all this before. He ignores all that and does the aforementioned boring retention nonsense (putting me on concur a few times) as the outset person. Eventually, I get put through to second line and, for the forth fourth dimension, I give my details and explain I wish to cancel. This man is more than persistent and really doesn't want to have no for an answer. In gild to try and get through the process, I brand up a few details of my new provider - he proceeds to analyse this data to make up one's mind who my new ISP might be - BT, Sky, TalkTalk - none of which are right. He doesn't just talk nigh the price differences, he's commenting on how much I utilise the connexion and that I use information technology more than than an boilerplate person (perhaps true but could as just have been made up to try and go on me).

Eventually, I convince him that I really don't desire to stay and he says he'due south put the cancellation through and they'll be sending me some packaging to return the equipment. Now, I may have moved by the time the thirty days notice have expired so I explain that the packaging needs to go elsewhere or they only demand to give me an address to render it to.

He says he cannot do that and will need to talk to the moving team. He puts me on hold. I sit on hold for nearly 30 minutes listening to what is probably the almost awful property music/adverts I've ever heard - the same x or so bars of music with adverts every ten seconds. The same 4 adverts for Virgin services that I have no interest in whatever: "want fast broadband?", "hello to the Virgin TV V6 box where awesome entertainment comes together", "truly unlimited mobile plan", "gear up, set up, virgin idiot box go". Aaaah!

Now I'1000 pretty persistent and I'm non going to let these bastards convince me to stay purely by them being totally incompetent. I retrieve...

We're sad, right now our team are all busy. You lot might like to give us a call again later. Thanks and good bye. This person's phone is unavailable, please attempt later or send a text. [hangup]

Ah, that old anecdote! I redial immediately and get back to the IVR, go through the details so terminate upward on hold.

16 minutes into holding, I'm offered an automatic discount of £3.fifty/month for 6 months. Presumably, the dark pattern here is that I'll be fed upwards with holding and I just desire this hell to cease so I'll accept! Seconds afterward declining this, I am connected to beginning line cancellations again.

Jenny answers, says she has "captured my number" and then will absolutely call me back if anything goes wrong - so all that nonsense request me on the previous call was just pointless call centre theatre. She'due south apologetic but has to transfer me to the retentions department evidently. I speak to someone in retentions, explain the state of affairs again and am told she cannot assistance me and I demand to speak to some other section and am put back on hold. Nosotros're now 26 minutes into the 3rd phone call.

l minutes into this phone call (24 minutes on hold), I am one time over again disconnected. This is admittedly absurd. What is wrong with this company? My blood pressure level is rapidly increasing. Is the disconnections department just a big joke at Virgin and their sole purpose is to just disconnect callers?

I will not be defeated. I call once again. 18 minutes on agree, then disconnected for the forth time. This fourth dimension. however, I become a call back inside a few seconds from Jake who apologise and tries to put me through to disconnections. Jake says he'll stay on the line until I'm connected, however, judge what? The call is disconnected again. Jake does not call me again.

I am simply about at my absolute wits cease with this visitor. What this process has solidified is my desire to NEVER work with Virgin always again and recommend that to anybody I speak with.

I will not give up although my patience is at present fully wearied.

All the cancelled calls are them rejecting the telephone call.

Phone call #half dozen, on hold for 24 minutes and, hurray, I am speaking to a human once more! Manifestly, they are from the disconnections team and she has the ability to handle this without any farther holding or transfering.

At that place lots of silence while she does this. My breath is baited. Is this actually the end? Is it really going to be that easy? I'1000 just praying never to accept to hear the awful  agree music ever over again. Charlotte brings me a toasted sandwich - I've been doing this since xi:52 and it'southward at present 15:06 and I'g starving and so the sight of sustenance brings me huge pleasure. I mute the telephone call while I take a seize with teeth.

Right, that's all gone through. Your last bill volition be ....

It'due south washed. I shouldn't feel this elated. The person I spoke to on call #6 handled the whole thing in less than 10 minutes from when I spoke to her. If the whole saga just consisted of phone call #six, this mail service would never have been written.

Confirmation received a few minutes after the telephone call.

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Source: https://adam.ac/blog/cancelling-virgin-media/