Trouble cancelling contract

[broomiegal]

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.

[MI5]

@broomiegal 

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

[jonsie]

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

[broomiegal]

@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.

[broomiegal]

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

[madasaf1sh]

@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

[broomiegal]

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

I'll try that, thanks.

[broomiegal]

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.

[MI5]

You're welcome @broomiegal 

[broomiegal]

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...