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NUFC1892's avatar
NUFC1892
On our wavelength
11 months ago
Solved

customer service complaint.

Can someone please give me the virgin media customer service email address so I can make a complaint? Been on the phone trying to get help with a charge that showed on my bill, Very very long waiting times then eventually get someone on the line twice that can bearley speak english and had difficulty understanding. Was told on two separate occasions that this charge would be taken off but never was and now they have added a £7.50 late charge. I wont be ringing anymore as its pointless as the customer service is awful and I can't find an email address for customer service. I'm pleased they record calls because it will prove that on two or three separate occasions i have rang virgin media and was told they were going to remove the charge!

  • Hi there NUFC1892 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced this issues with your bill, I would be happy to look into this with you via a private message so we can see what has happened and take a complaint. 

    I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
     

  • I must state IF one thing which puts me off from Virgin Media is their Customer service. I got  a message saying my contract is going to end, please contact. So through ChatBot and then "live" personnel, I was kept online for two hours and 4 minutes and then told, day has ended!! Why is the Customer Service so hopeless? It is so different when you speak to a person on Sky or other broadband suppliers. Even if they come up with "a great offer exclusive for you", they do not have the decency or professionalism to say they have chopped some services! Last time they gave me a better "offer" took away my UHD. This time "exclusive offer", took away two add on boxes and UHD! Sickening. Brilliant Broadband, hopeless service.Why do you want loyal customers to beg and keep harassing them?? Seems they do not care whether they retain a customer. 

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter

      The quarterly results are due on Wednesday and may give some pointers here. 

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi Krishaas,

      Thank you for your post and welcome back to our community forums. We're here to help.

      I'm sorry to hear you've not had a great experience with us when making contact to discuss offers. Have you since been able to arrange an offer that you're happy with? If not, when did you last speak with our retentions team about this and what was discussed? They can be reached on 0345 454 1111 (or 150 from a Virgin Media landline).

      Thanks,
       

      • Krishaas's avatar
        Krishaas
        Tuning in

        No, the offer they made was 50% with removal of multiroom, as the best offer. The manager said call closer to termination or contract ( one month before, which is Christmas and he will see what he can offer at festive period!).

        But to my surprise dashboard gave me options today! Such a relief avoiding calling the Customer Service, wasting 45 minutes to hour plus. Dashboard even gave option to add new services too. I hope the transition happens as "promised" online.

    • codfather1310's avatar
      codfather1310
      Tuning in

      I’ve just had a similar experience, had an offer on my virgin media page to renew my contract for a certain rate but wanted to remove TNT sports from my package after waiting on Thursday on the chat bot for over an hour I gave up and tried again yesterday to finally message with somebody who tried to sell me a more expensive package and after 20 minutes he told me he had cancelled my TNT but hey presto my renewal offer disappeared from my page 😡 I’m also a customer of over 20 years but as you say they don’t seem to value customers they already have only want to entice new ones and customer service is always takes hours and hours to get any assistance for anything ☹️