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davetherave
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HOW DO I CONTACT YOU?

Hi

How am I supposed to contact you without a phone? I cant use the telephone and I dont own a phone! That live chat is a Joke I spent ages asking the question then got a dumb message (End of this post) My speeds are an absolute joke for the past 2 weeks since it was Off all Day for maintenance (Area 20)

Your Checker of course says there are no problems (I think that only works when there is no access at all) I Used your service problem checker and it said you are trying to fix it and reboot in 10 mins

Did nothing of course! It says if still a problem phone you

Why on earth do I have to contact you anyway if you know there is a problem after the check as it would have even been applied to my box at my address

I always use a wired connection

I cant find any way I can e-mail you so what do I do except switch to Talk Talk

Cheers

Dave

Virgin Chat.JPG


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JPL8
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Message 32 of 78
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Re: HOW DO I CONTACT YOU?

I can't think of any possible reason why VM would want to make it easy for customers to make a complaint, get information on faults affecting them or a refund. After all, they deliver such an excellent service that those facilities would hardly ever be used. 😉

As a paying customer VM should offer you the option to contact them in any way you see fit and they should be ensuring that those options actually work. There are reasons why some people can't use some methods of communication, whether that's through choice or disability, and VM shouldn't discriminate against them by either making those service difficult to use because they don't work, or by not providing them at all.



"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016

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derrylad
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Message 2 of 78
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Re: HOW DO I CONTACT YOU?

Same here in area 26. Pure rubbish service with no phone line and not going to pay to sit on hold for over 30 minutes. when I get through I'm cancelling as still within cool off!
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davetherave
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Re: HOW DO I CONTACT YOU?


derrylad wrote:
Same here in area 26. Pure rubbish service with no phone line and not going to pay to sit on hold for over 30 minutes. when I get through I'm cancelling as still within cool off!

Exactly - And I wonder that would cost on a PAYG moby!

Why on earth can't you e-mail an ISP!! But of course - Have you experienced their wonderful webmail system (If you think the broadbands bad try getting that even when the connections at full bore! A 1990's dial up was faster!)

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davetherave
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Message 4 of 78
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Re: HOW DO I CONTACT YOU?

ANYBODY?

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Superuser
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Re: HOW DO I CONTACT YOU?

Either wait for a VM rep to reply/use the webcast/call up.


Those are your immediate options as they don't have an email address anymore.
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vircom
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Re: HOW DO I CONTACT YOU?

I don't think it's the quality of the email that stops VM from wanting to use it. email gives an unambiguous record of what has been agreed. Itgets through regardless of staffing levels and makes it obvious if a problem is ignored. All of this is great for the customer but not so good if you are trying to keep down cost.

You could try good old fashioned postal contact, but that may take some time.
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davetherave
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Re: HOW DO I CONTACT YOU?


Shafreya wrote:
Either wait for a VM rep to reply/use the webcast/call up.


Hi Shafreya
Thank you for your reply Smiley Happy
So will somebody from virgin mail me to the question they obviously received from the non-workable chat system
Or do you mean a rep will actually answer on this forum one day?
Cheers
Dave

 

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Superuser
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Re: HOW DO I CONTACT YOU?

A rep will post here usually within a week from your last post.
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davetherave
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Re: HOW DO I CONTACT YOU?


Shafreya wrote:
A rep will post here usually within a week from your last post.

Cheers Smiley Happy

I am also going to make a complaint as its the only way that you can get them by snail mail as vircom as previously suggested  and thats all I could find for that method after googling it - Think I will just switch its easier (Been with these goons for 15 yrs and sick of this crap service)

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davetherave
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Message 10 of 78
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Re: HOW DO I CONTACT YOU?


vircom wrote:
I don't think it's the quality of the email that stops VM from wanting to use it. email gives an unambiguous record of what has been agreed. Itgets through regardless of staffing levels and makes it obvious if a problem is ignored. All of this is great for the customer but not so good if you are trying to keep down cost.

You could try good old fashioned postal contact, but that may take some time.
Thanks vircom but sick of looking for the Address so I am just going to use the only one I could find!
It’s not as quick, but if you’d prefer to send us a letter, you can write to us at Complaints, Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ. Your letter will be acknowledged within 48 hours of receipt and we aim to resolve all written complaints within 28 days of receipt.
Cheers - Probably be faster than any of the other pathetic methods Smiley Happy
Dave


 

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