Question about retentions team

[daveeb]

Has anyone successfully cancelled their VM contract recently by speaking to retentions? I'm due for my annual "chat" with them soon but it's feeling likely that I'll be saying goodbye this time.
I've been reading a few reports of people trying to cancel, being offered a new deal which they don't accept and then being told they are being put through to cancellations.....then the phone goes dead. My question being is there a separate team that handles cancellations (if so can they be contacted directly) or should the retentions team do it for you there and then.

[Mr K]

Originally Posted by daveeb

Has anyone successfully cancelled their VM contract recently by speaking to retentions? I'm due for my annual "chat" with them soon but it's feeling likely that I'll be saying goodbye this time.
I've been reading a few reports of people trying to cancel, being offered a new deal which they don't accept and then being told they are being put through to cancellations.....then the phone goes dead. My question being is there a separate team that handles cancellations (if so can they be contacted directly) or should the retentions team do it for you there and then.

The certain way of cancelling is a recorded letter. Then you have the evidence.

Virgin Media, Sunderland, SR43 4AA

[daveeb]

Originally Posted by Mr K

The certain way of cancelling is a recorded letter. Then you have the evidence.

Virgin Media, Sunderland, SR43 4AA

Did that with BT dial up many moons ago, they disputed the contents of the cancellation letter asking me to prove what it contained ended up contacting their exec team to have it cancelled. VM seem to have learned a few tricks from the BT foul play rule book. You're right though, relying on a conversation that may or not be recorded (depending on if it suits them) is a bit unreliable.

[Mr K]

Originally Posted by daveeb

Did that with BT dial up many moons ago, they disputed the contents of the cancellation letter asking me to prove what it contained ended up contacting their exec team to have it cancelled. VM seem to have learned a few tricks from the BT foul play rule book. You're right though, relying on a conversation that may or not be recorded (depending on if it suits them) is a bit unreliable.

Do both, phone and wite to confirm.

Their Which award for worst customer service is well deserved.
https://www.which.co.uk/news/article...e-aQwVk5g0Tdc4

I tried phoning them yesterday for initial 'contract negotiations'. Really hard to understand the accent, wherever 'Chester' was located. Not against overseas call centres but they have to be understandable. (Have they abandoned all UK call centres now?) Gave me the same crap price with or without TNT Sports so wasnt confident with him. Left if for the moment and will try again another day, but after 30 year with cable I might too say goodbye. Shame as their products aren't too bad, it's just consistently appalling customer service, which just gets worse.

[daveeb]

Originally Posted by Mr K

Do both, phone and wite to confirm.

Their Which award for worst customer service is well deserved.
https://www.which.co.uk/news/article...e-aQwVk5g0Tdc4

I tried phoning them yesterday for initial 'contract negotiations'. Really hard to understand the accent, wherever 'Chester' was located. Not against overseas call centres but they have to be understandable. (Have they abandoned all UK call centres now?) Gave me the same crap price with or without TNT Sports so wasnt confident with him. Left if for the moment and will try again another day, but after 30 year with cable I might too say goodbye. Shame as their products aren't too bad, it's just consistently appalling customer service, which just gets worse.

Not good that you're getting offshore even for retentions. I used to find the earlier you rang the better the chance of getting a UK based agent but I'm beginning to wonder if they exist anymore.

[jfman]

I’ve cancelled before over WhatsApp. No issue with it.

[daveeb]

Originally Posted by jfman

I’ve cancelled before over WhatsApp. No issue with it.

That could be a good idea, you've got some tangible proof of who said what and when. I also read that you can cancel on the official forum, not sure if true but might give it a go if it comes to that.

[Itshim]

Originally Posted by daveeb

That could be a good idea, you've got some tangible proof of who said what and when. I also read that you can cancel on the official forum, not sure if true but might give it a go if it comes to that.

Yep seems it's at the bottom of one of the pages on my virgin media ,sorry been on so many can't recall we're I saw it