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.
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To reset your memorable word please login to the Online account.
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-click on edit
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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.