Forum Discussion

SoapySailor's avatar
SoapySailor
Tuning in
16 days ago

Chat / WhatsApp service not fit for purpose

My contract ends shortly and I wanted to get Virgin's best offer to upgrade my package to 1Gb/s but shedding TV and Landline.  I used Chat to make contact and was asked to continue with WhatsApp being advised that it could take up to 5 mins and I should let them know (by responging with '2') to indicate No WhatsApp received. I did this several times and each time a VERY brief chat msg appeared beginning with ' We have been unable to .... '  - I couldn't read the rest before the Chat window closed and I had to start the process again.  Absolutely infuriating and frustrating  I still haven't been able to make contact.  So it looks as if one of Virgin's competitors is going to make a gain.  I have been with Virgin for many years - do Virgin simply not care if they keep their long-standing customers?  They certainly don't seem to want my business.  I see others on this forum experience similar appalling customer service.  Perhaps someone can advise me how to get a response??

poor service angry
  • Gareth_L's avatar
    Gareth_L
    Forum Team
    16 days ago

    Hello SoapySailor.

    Thanks for your message, sorry to hear you've not been able to discuss the package change on our WhatsApp service.

    As a rule, we tend to not deal with this here. However, as you've already tried alternative ways we'd like to offer some support and see what we can do for you.

    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check your logo at the top right of your screen that would be great. 
    Gareth_L