O2 Volt Virgin media right to cancel.

[Jacks-Grandma]

Virgin media sent me a letter saying:

You can change or cancel your package, including your o2 volt sim, any time before 5th April 2023, without paying any cancellation fees.

However when I call virgin and o2 I am left holding for hours, getting cut off , hung up on , threatened with charges of over 280 pounds, and basically given the run around.

Virgin wouldn't even let me leave a formal complaint. My now pleasant memories of vrgin/o2 are significantly soured. Terrible attitude to customer service.

[MI5]

@Jacks-Grandma 

Looks like you should contact customer service as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or call on 202 or 0344 809 0202

[madasaf1sh]

@Jacks-Grandma 

As has been explained on here many times, and what you need to do:

You need to ring Virgin Media and cancel that service (both are interlinked).  Once the Virgin side is cancelled they will transfer you across to o2, for them to process the cancellation. 

If you want to only cancel the o2 sim card, then your Virgin Media only price will be recalculated to include any discounts that the o2 sim attracted. 

So to start you need to call 0345 454 1111 to start the process..

[Jacks-Grandma]

Thanks  for your support and advice.

I cancelled the full Virgin media package 3 days ago. 3 times when virgin media transferred the call through to the o2 team the call suspiciously cut off. On the times I did successfully get transferred through the o2 team refused to cancel without a 280 cancellation charge. 😞 

[Jacks-Grandma]

Thanks MI5, sadly I've been on to customer services for hours. 😞

[Enlli]

I'll ask an advisor to take a look in the morning.

@O2Georgina can you help here.

[Cleoriff]

@Jacks-Grandma 
I'll tag @O2Georgina an account advisor, who will be on duty on the forum at 8am tomorrow.

Hopefully she will be able to help.

[O2Georgina]

Thanks for the tag @Cleoriff 

@Jacks-Grandma  I will send you a private message now

[Cleoriff]

Thanks @O2Georgina x

[Jacks-Grandma]

So I thought this was all sorted. However now I am receiving debt collectors letters because I cancelled. They want to try and charge me for the entire contract. This is completely the opposite of what was offered and I  thought everything was fine.