Forum Discussion

mutineer's avatar
mutineer
Dialled in
2 months ago

Customer Service and Renewals

I'm trying to have a conversation with VM retention team again.  It's becoming the usual farce:

Just to let you know the current wait time to speak to an advisor today is 27 minutes. As soon as someone is available we will connect you.


Customer

This is the increase you have proposed: you've been enjoying a promotional price of £41.34* a month for your services. When your contract comes to an end on 12 February 2025, this will change to £70.71* a month. I will not accept any increase. Please offer a contract renewal at no more than £41.34 per month.


Terri BOT
2:23 PM
Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 29 minutes.


Terri BOT
2:33 PM
Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 30 minutes.


Customer
Sent at2:42 PM
How long to wait now?


Terri BOT
2:43 PM
Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 35 minutes.


Customer
Sent at2:45 PM
I think all this waiting is another of the reasons I am reluctant to renew, let alone pay more for, my VM services

Terri BOT
2:53 PM

Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 43 minutes.

custcare
  • mutineer's avatar
    mutineer
    Dialled in
    2 months ago

    I eventually got through to an agent in a chat opened in a browser session in which I was logged in to my account.  Despite this the agent took me through full verification and also asked for the customer contact password.  I did not have that to hand - that wasn't explained up front in the chat.  After 3 incorrect attempts the agent locked me out of the account and asked me to try again in 24 hours.  This is neither secure nor convenient.  Best to call 0345 454 1111.  Shame about the call charges!

    • newapollo's avatar
      newapollo
      Very Insightful Person
      2 months ago

      Hi mutineer,

      If you have a VM landline then it's a free call by dialling 150.

      Calling 0345 454 1111 is a free call included in most call plans, as it's the same as dialling an 01,02,or 03 number, however on some calls plans you need to redial after 1 hour to keep it as a free call.

      You can also contact VM on Social Media by either messaging

      Facebook: https://www.facebook.com/virginmedia  or Twitter: https://twitter.com/virginmedia

      Did you try logging into your online account (My Virgin Media) to check if there were any offers which you may have deemed acceptable available there?

      The customer contact password is not your account password.  It's the memorable word  (telephone password) shown in https://www.virginmedia.com/identity-settings/account/details

  • mutineer's avatar
    mutineer
    Dialled in
    2 months ago

    Thanks, at least it is free to wait for 48 minutes on the line, and customer services do offer callbacks to mobile.

    A renewal, with a continuation of the existing discounts was eventually arranged over the phone.  Chat is simply not adequate for contract renewals.

    As for logging into the account reveals a mass of up-selling, and no simple 'best and final price for what I have now' option.

    If there was a simple message posted at the start of the chat that before starting you will need the memorable word  (telephone password) to continue an account discussion that would avoid a lot of time wasting for customers and yourselves.

    If that information is available already in the account holder's authenticated browser session and account page supposedly linked/bound to the chat session, what is the purpose of asking the user to authenticate again with it?  Or is it that your web auth doesn't work reliably/securely, so that you have to ask for the password anyway?

    • SparkyQ's avatar
      SparkyQ
      Joining in
      2 months ago

      I am so frustrated with this debacle. 2 phone calls 2 disconnects and no callback - now trying chat - the best thing is I have been offered a 'deal' that's 50% more than the contract I will fall onto if I do nothing... for the same services..