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Ben-Jovi's avatar
Ben-Jovi
Joining in
2 months ago

Difficulty contacting Virgin Media with a question about my bill

The title says it all really, I've got a question about my bill, and I actually need to speak to someone about it, the link messaged to my phone is useless, even if I could open it (I don't have a smart phone) it wouldn't have the info I'm after. I need to speak to someone about my bill, how do I do this? and how do i make a complaint about virgin doing it's best to avoid speaking to any of it's customers for no  other reason than to save them money while making our lives harder

10 Replies

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

    Hello Ben-Jovi,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your bill at the moment. 

    We're sorry you feel that way and we can assure you that is not the intention for help service over the phone. In general terms without giving out any details, what question do you have about your bill and we can then find out the best way to help you?

    Kind Regards,

    Steven_L

    • Ben-Jovi's avatar
      Ben-Jovi
      Joining in
      2 months ago

      I called up last month to request an itemized bill that was actually itemized and didn't just include a single item telling me how many calls there had been, I was told someone would get back to e, they never did.

      Tried to call again this month and I can't even get through to a human, the voice assistant you use is awful, and when it does understand what I'm saying it's still useless becasue all it does is send me a text link I can't open becasue I don't have a smart phone and then hangs up on me.

      It should not be this hard to talk to someone about my bill, I've been a customer for years, you've had thousands of pounds off of me, on time, every month, without fail, this is unacceptable

    • Ben-Jovi's avatar
      Ben-Jovi
      Joining in
      2 months ago

      p.s of course that is the intention, having human beings answer our calls costs money, money that your bosses want to keep for them and the shareholders rather than spend on customer service, so they installed this useless voice assistant and got rid of their call centers, we know what they are doing, it's obvious 

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

        Thanks for coming back to us Ben-Jovi, and we're sorry to hear that the billing for your landline service has not been itemised as desired.

        We would need to advise that we cannot itemise calls that are under 60 seconds or that don't generate a charge to the bill.

        Sorry for any inconvenience this may cause you.

        Thanks,

        David_Bn

  • Ben-Jovi's avatar
    Ben-Jovi
    Joining in
    2 months ago

    Yesterday I posted a question on how to contact VM customer services and actually speak to a human, today I come back to check for replies and my post has vanished, are VM so ashamed of their awful customer service and their cheap, nasty and not fit for purpose phone system that they're stopping us from talking about it on here?

    All I want to know is how do I speak to an actual human being, I called last month with a billing issue, was told they'd get back to me and no one did, I tried again this month and now I can't even get through to a real person and the awful robot they've got answering the phones can't help me.