Forum Discussion

AlanM5's avatar
AlanM5
Settling in
31 days ago

Customer Support

Since I joined VM years ago for broadband I have never been able to access my account via the APP, numerous calls but no joy.

Recently I decided to add TV to my package and drop SkyQ but without access to my account it is impossible to process this order.

After numerous web chats and calls I eventually got through to someone helpful who identified that the email address on my account had a 1 digit typo in it which was why it couldn't link my O2 account with the VM one. I asked them to correct this and they said they would raise a ticket. weeks go by and numerous calls and web chats later it is still not done. How difficult is it to change 1 character in an email? 

Anyway the helpful web chat person said they could process the order for my £89.99 order and as I was a very valued customer they would discount the £194 per month cost to £94 as a special favour and in apology for the hassle. Despicable tactics. I am already paying £72.50 for 1 gig broadband that would be £45 from VM in Ireland.

Anyway, I would prefer to do the upgrade via my account where I can compare packages, than with a web support bod. Do Virgin not realise that they are losing business.

Sorely tempted to keep Sky for TV and Broadband and drop VM altogether.

11 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    31 days ago

    Hey AlanM5, thank you for reaching out and we are sorry to hear about this account issue.

    Please try and sign in using the Bing browser, please also remember any online deals can take up to 14 working days to go through. 

    • Richardr1's avatar
      Richardr1
      Fibre optic
      26 days ago

      I'm a bit late to this - but please note that Bing is a search engine and not a browser. Bing will work with any browser. There is no Bing browser.

  • AlanM5's avatar
    AlanM5
    Settling in
    30 days ago

    Thanks Matthew, but I cant see how using a different browser would fix a typo in my email address!

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      30 days ago

      Sorry to hear this, just to confirm the team has raised a ticket on this?

      If so this can take 5 working days sometimes longer, has it been longer than this?

      • AlanM5's avatar
        AlanM5
        Settling in
        27 days ago

        yes, its been about 3 weeks no word

  • AlanM5's avatar
    AlanM5
    Settling in
    26 days ago

    No reference was given, and its still the same even through Bing, still a mismatch of email addresses which I assume is to do with the typo. Can you DM me please as this is dragging on and I am having to spend a huge amount of time on trying to give VM more money, seems crazy

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      26 days ago
      AlanM5 wrote:

      and I am having to spend a huge amount of time on trying to give VM more money, seems crazy

      Vote with your feet, there is no more loyalty with any ISP.  If you are happy with alternative ISP pricing just go.  The only caveat is, if you have a mailbox with VM, this will be deleted after 90 days.  So just be aware.  I moved my mail elsewhere, so I'm not tied to any ISP and can move without issue.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      26 days ago

      We will send you a DM to check on the reference.

      We cannot speed up IT tickets sorry.

  • AlanM5's avatar
    AlanM5
    Settling in
    12 days ago

    Still no word from IT , months go by and all I want to do it add more services, Virgin is a ridiculous company.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      12 days ago

      Hi AlanM5, 

      We're sorry you haven't had an update. 

      We can see you're in a private message conversation with a member of the team.

      Please respond to them via direct message and they can check the IT ticket for you.