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What date to cancel Virgin Media prior to end of contract?

Mick2me

Regular Member
My VM contract expires on 31st December, Higher payments start on 1st January.
Now having Three 12 months unlimited sim contract I need to cancel VM which I have been with for about 5 years.

I understand I need to give 30 days notice which would be making notification on 1st December?
Or can I notify termination date as 31st December earlier without penalty?
 
As long as you are not within any minimum term you can cancel at any time. This should be stated in your account or on the latest contract confirmation.

Ideally I would cancel with the 30 days expiring 24 hours before the next bill payment so that when the bill is prepared X days in advance the cease will be included and you don't get a rollover issue with a clean cut off instead.

You are likely to be on paper correspondence and charged calls after the cease.
 
My VM contract expires on 31st December, Higher payments start on 1st January.
Now having Three 12 months unlimited sim contract I need to cancel VM which I have been with for about 5 years.

I understand I need to give 30 days notice which would be making notification on 1st December?
Or can I notify termination date as 31st December earlier without penalty?
Regardless what date you choose I can pretty much bet on it, that they'll mess it up but in such a way that its financially beneficial to Virgin Media.
 
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The whole 30 days thing is a "minimum" (you agreed to this in the contract) you can cancel up to 60 days.

Call them now state you want to put in a cancellation request for the 31st December.
 
The whole 30 days thing is a "minimum" (you agreed to this in the contract) you can cancel up to 60 days.

I was wondering if that was the condition. When we left Three Broadband I phoned up about six weeks before to set a cancel date the same as the end of contract. It took two CS calls and one complaint to get that done.
  1. First CS said to cancel seven to ten days before the contract ended
  2. Next CS said 30 days before contract ended and he would phone us back on the 30 day start to remind us (he did, which was a plus)
  3. Guy from complaints just got it done, all confirmed in email, and that happened
Three's Ts & Cs just mention 30 days meaning you could take out a 24 month contract and set a cancel date there and then for two years time. Complaints guy did mention their internal systems had these 7-10 day limits but agreed the Ts & Cs didn't mention any maximum, which is what matters.
 
I would also cancel the VM contract by a recorded delivery letter that way VM cannot deny they have had it, of course, VM will deny you have canceled your contract however, you will have to proof of delivery to prove otherwise.

Many companies inform you that you call is being recorded, its strange that the recording often goes missing if the recording supports your version of events.
 
I would also cancel the VM contract by a recorded delivery letter that way VM cannot deny they have had it, of course, VM will deny you have canceled your contract however, you will have to proof of delivery to prove otherwise.

Many companies inform you that you call is being recorded, its strange that the recording often goes missing if the recording supports your version of events.
You can get around this by recording the call yourself if you're on ios 18 on an iPhone anyway

The good thing is, the message about the call being recorded will play while the IVR is blabbing
 
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Remember this is VM customer service and they are as difficult and obtuse as they come, the question is, would they accept the recording as proof of cancellation 🤷‍♂️🤷‍♂️

The cancellation letter is a prescribed method in VMs T&Cs and if you have proof of delivery then there can be little argument. With VM I would not to leave anything to chance, the extra effort to send a recorded delivery letter may prove, in the long term, a good investment.👍
 
Last edited:
Ok, cancelled via online chat which lasted between 09:41 and 11:19, 1 hour and 38 minutes! First I conversed with a bot, then put through to a human, Fardeen who confirmed my account after much palava!

Important before contacting Virgin have your telephone password ready to quote certain characters.

If you don't know it?
To reset your memorable word please login to the Online account.
-Sign in
-select update settings
-select account details
-Update account details
-Telephonic security details (memorable word)
-click on edit
-Insert new password and click on save.


Once Fardeen found I wanted to cancel I was put through to a second human.
In my VM account I see that I currently pay £30.46 monthy for 125MB. after end of contract that would rise to £47. There was a choice to renew another 18 month contract at around £33 pounds.

Conversation with second human:
OK Thanks for waiting and providing information. I see that you are planning to disconnect. Give me a minute to look into that for you.

My Virgin Media contract ends on 31st December 2024. Please discontinue all Virgin services at the end of contract period. Do not cancel prior to end of contract or incur any early disconnection fee. Please refund any overpayment via the normal payment method

Thank You Thanks for waiting. I can see here that you are currently paying £30.46 until 31/12/24. Let me ask you some questions to make sure you are getting the best value for your money.

Can you confirm the reason for making changes/cancelling?
•Price of package
•Found a better deal
•Something else

price and better deal

No problem and do you have a budget in mind?
1. Up to £40
2. £40-£90
3. Unsure

My Virgin Media contract ends on 31st December 2024. Please discontinue all Virgin services at the end of contract period. Do not cancel prior to end of contract or incur any early disconnection fee. Please refund any overpayment via the normal payment method Thank You

Thank you for answering. I do understand that you just want to cancel your account. I just want you to know that I can offer you the same package that you have for the most affordable price. Here is the full description of that package. Duals

•You can connect via our superfast broadband with an average download speed of 132mbps and an average upload speed of 20mbps 📶
•Best for busy households with 5-9 devices connected at a time
•Enjoy free weekend calls of up to an hour to UK landline numbers starting 01, 02 and 03. This would be £18.46 per month on a new 18-month contract, what do you think?

I have already made other arrangement

Thank you for letting me know. Just to confirm, you're already with another provider, is that correct?

Please cancel my account

Thank you for letting me know. As per checking on your account I see that you still have 1 month and 6 days left on your contract. Just so you know, I can disconnect your account o the exact end date of your contract for you to avoid early termination fee. Does that sounds good?

Yes exactly right

Thank you Great! As you are requesting to have all services disconnected, a 36-day notice applies and the disconnection of the services will be on 31/12/24. Please bear with me whilst I process your disconnection notice.

OK

Thank you for patiently waiting. Your request has now been completed and just to summarise, your services will be disconnected on 31/12/24 and your next bill will be £30 which will due on 17/12/24. Once your services are disconnected, a final bill will be produced which will be a credit of £3.73. It will be refunded to you within 45 days after the disconnection and will be back to your bank account. The equipment return kit will be sent to you within 10 days after your disconnection date and you may return the equipment back to us at your earliest convenience. If your equipment is not returned a charge may be applicable. In case you didn’t receive the return kit in 10 days, kindly visit this link to request another one: https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack. All clear with this?

Yes

Thank you for answering and I am glad to here that. You'll receive an email containing useful information regarding your disconnection request and next steps. For any queries or help you may need in the future, please visit virginmedia.com/help. Everything has been arranged for you now.

You do get an option to download a PDF of the chat and should receive email confirmation.
 
VM turned off my broadband 10 days before the official Termination date but they did refund me for those 10 days, its a good job I already have another provider in place.

VM customer services are polite enough to wait until you've finished talking but they don't listen :rolleyes:
 
VM turned off my broadband 10 days before the official Termination date but they did refund me for those 10 days, its a good job I already have another provider in place.
They can turn mine off and refund, no problem.
I have Three 5G unlimited sim and NR5103E ready.
 
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After my cancellation of VM.
This morning I received a call from VM on 0203 980 4396.

"I am ringing to discuss your change of plan with Virgin Media"

"Yes?"

"Are you the account holder?"

"Yes"

"Can you provide me the third letter of your memorable word?"

"No, I have made arrangements for service from another supplier so I don't need to discuss anything with you"

The call was immediately cut off without any further comment from the VM man.
How rude is that? One would have expected at the very least "OK sir, thank you, don't forget to to check out our deals in future"
 
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