topic Re: Trouble cancelling contract in Discussions & Feedback

Trouble cancelling contract

broomiegal — Tue, 19 Sep 2023 13:15:36 GMT

Hi there, I'm not very happy.

I've spoken to 2 people, last hung up on me, neither understood what I was trying to accomplish.

I tried calling a 3rd time and the call was terminated when I got to 2 in the queue.

I'm with Virgin and get my O2 sim via their Volt package.

I received and email regarding pricing terms and was given the option to cancel virgin media and O2 before October 31st without paying any early termination fees.

I have since cancelled my Virgin Media Volt package.

I'd now like you to cancel my O2 sim without adding on any early termination fees; see quote info below.

I already have the PAC code, as I'll be keeping the number.

Email quote:

What are my options now?
If you’re unhappy with anything in this email, you can cancel your package, including the O2 sim in your Volt bundle, any time before 31/10/2023 without paying any early cancellation fees.
To find out more, call us on 0345 454 1111 from any phone or 150 from your Virgin Media home phone.
Thanks for understanding and continuing to choose Virgin Media.

Talk soon,
The Virgin Media Team

I have raised a complaint.

Re: Trouble cancelling contract

MI5 — Tue, 19 Sep 2023 13:21:43 GMT

@broomiegal

You need to go through Virgin so they can pass you over to O2 and confirm the Virgin contract has been cancelled.

Re: Trouble cancelling contract

jonsie — Tue, 19 Sep 2023 13:22:02 GMT

Unfortunately you will have to persevere trying to sort this out with customer service

There are no O2 support staff on here

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 202 or 0344 809 0202

Re: Trouble cancelling contract

broomiegal — Tue, 19 Sep 2023 13:27:24 GMT

@jonsie Thanks, wasn't sure if staff monitored the threads.

No point calling O2, they just hang up. Raised a complaint, so will go through that.

Direct debit will be cancelled and I'll contact the ombudsman if no joy.

Re: Trouble cancelling contract

broomiegal — Tue, 19 Sep 2023 13:27:07 GMT

@MI5 Virgin told me I had to call O2, go figure...

Re: Trouble cancelling contract

madasaf1sh — Tue, 19 Sep 2023 13:30:28 GMT

@broomiegal

That is about part the course with Virgin, as o2 will have no idea that Virgin have cancelled your contract so they need to transfer you through..

And cancelling your DD is the worst thing you can do, as if the contract is not cancelled correctly they will come after you for the money, and will destroy your credit file in the process. so best to leave in place and if need be do a DD indemnity claim or get a refund..

You could always ask on the Virgin Community https://community.virginmedia.com and see if one of the advisors there can get someone in VM to take responsibilty

Re: Trouble cancelling contract

broomiegal — Tue, 19 Sep 2023 13:32:26 GMT

@madasaf1sh Good advice, I'm just very angry.

I'll try that, thanks.

Re: Trouble cancelling contract

broomiegal — Tue, 19 Sep 2023 15:50:20 GMT

Update: Managed to get it cancelled via Virgin and choosing the O2 option.

Cancelation still showing early cancelation charge but have been told that this will be removed, time will tell.

Will update again, should this not be the case.

Re: Trouble cancelling contract

MI5 — Tue, 19 Sep 2023 16:15:10 GMT

You're welcome @broomiegal

Re: Trouble cancelling contract

broomiegal — Sat, 07 Oct 2023 09:28:53 GMT

Update as promised:

O2 ignored 1st complaint and 2nd.

They then failed to follow the rules regarding early termination fees being cancelled and billed me for

£29.32 and yesterday for £27.13.

I've been with another supplier since Sep 21st.

I'll now be contacting the ombudsman...

Re: Trouble cancelling contract

Oxonian — Sat, 07 Oct 2023 19:10:24 GMT

@broomiegal

You might want to think about trying Resolver :-

How to Complain | Help | O2

Re: Trouble cancelling contract

broomiegal — Thu, 19 Oct 2023 10:22:49 GMT

Final update.

Totally conned by Virgin and O2 who have blatantly broken the law regarding this matter.

I will never use O2 again, reviews will be left to warn others.

Saddened by the treatment I've received from Virgin. I've been a customer for a few years now and always found the service great, until now. I doubt I'd return and will also be leaving leave reviews to warn others.

Good luck, all; out...

Re: Trouble cancelling contract

Oxonian — Thu, 19 Oct 2023 19:54:41 GMT

@broomiegal

Good luck with whatever service provider you move to.