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StarSprite's avatar
StarSprite
Settling in
2 months ago

Cannot get past automated line

I've tried calling Virgin on 0345 454 1111 over 15 times on 2 different mobile phones. Each time I get to the point where the bot says 'say Yes if you need more help'  I say Yes.   Then I say 'Reduce My Package' or I tried 'Leaving Virgin Media' once or twice. The bot then gives me a few different options, usually one of them is the option I said previously.  When the bot asks me which one I want, I repeat their working saying 'Reduce My Package' again and then the phone gets put down on me immediately!

I cannot get through this to speak to a person no matter what I try. Is there any way to get a virgin media customer advisor to call me instead? Or am I missing something obvious with the automated phone line bot?

Any help is appreciated! 

0345 454 1111
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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Virginmedia regards customers as a nuisance, which is why over the years they have been making it increasingly difficult for callers to bother them. 

    If you do manage to get through to a live operator, do not ask an unusual or complex question because if it's not one on their screen they will not be able to answer it. You'll probably be offered a call back, which will not happen. 

    You'd be better off asking your question here, because if it's a technical one there are very experience users who know far more than VM's operators. If it's a contract issue you might get some very limited advice. 

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi StarSprite, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with speaking to the teams to reduce your package. We're not able to arrange call backs via the Forums however we can help look at different package options that may be available to you. 

    In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,