Cancelling a service should be straightforward, but there are often pitfalls to be aware of.
Virgin Media customers may be charged early cancellation fees for leaving when in contract, and calculating these fees in advance is not always straightforward.
Below Telegraph Money explains the ins and outs of cancelling a Virgin Media subscription.
How do I cancel my Virgin Media subscription?
If you’re on a 30-day rolling contract or you decide to leave Virgin Media after your minimum fixed-term contract period, you will need to provide 30 days’ notice.
Virgin Media customers can cancel by calling customer service on 0345 454 1111 or by writing to Virgin at Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG.
Can I cancel if I’m still in my offer period?
The minimum fixed term contract period for Virgin Media services is nine, 12 or 18 months. If you decide to leave within this period, you may be charged outstanding line rental or monthly charges to the end of the contract.
Broadband termination fees will vary depending on your package and how long you have left on your contract. Depending on how long you have had our router, they may ask for you to return it to them.
Can I get a refund?
If you have paid in advance Virgin may refund you for services you will not use. Phone and TV usage since your last bill, for example call charges or movie rentals, will be taken into account when your refund is calculated.
Virgin will send a refund as a cheque 35 days after your account has closed.
Can I cancel if my broadband is too slow?
If you are cancelling because your broadband is slow, you may not be charged.
Virgin is signed up to a code of practice from communications regulator Ofcom that ensures customers have the right to leave if the provider is unable to deliver a minimum speed.
There may be some hoops to jump through, however, and you will need to speak to Virgin’s technical support team.
How to complain to Virgin Media
If you are having trouble cancelling and need to make a complaint, Virgin Media’s customer service team is on 0345 454 1111 for broadband, TV, landline and mobile customers.
You can also complain by writing to Complaints, Virgin Media, Sunderland, SR43 4AA.