Today 30/12/2022
I was moving house late Sep - early Oct. Trying to call early Oct to cancel the contract but not possible to connect with anyone even the live chat or calling 0345 454 1111 (Can't contact with virgin since early Oct until today, even today calling 3 times but all disconnected).
Decided to call sale team and immediately connected on 30/12/2022.
The lady was transferring me to lots of different team (Sale Team then Detention Team then Collection Team Then Movers Team). Not sure all the team's name are correct but on the phone for over 1 hour.
The guy on the collection team told me that my account was £115 and he reduced to £50. If I pay £50 to clear the balance then he will help me to close my account (He will do it, not transfer it to another team). I decided to pay to get less stresses. After I paid, he suddenly transferring me to different team which is Movers as I think then the line just disconnected. The guy on the collection team was lying to me just to get the money and leave me alone.
I tried to call back the customer service number and amazingly the line is open and straightaway I connected with Movers Team. The guy on Movers Team was helpful but cannot help me to close my account due to some system issues. He advise me to call back later when the account is back on.
I'm not sure that when I call back, they can sort it out or not but virgin customer services is truly lowest quality services ever.
Be aware when sign a contract with them as it will be really difficult to cancel. The website does not have any clear guide for you to cancel. The live chat never get connected, the customer service number almost disconnected all the time.
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