Getting the new contract to go live!
I took out a contract renewal last month (which passed the cooling off period on 6th Feb) and am concerned that Virgin are still billing me (in advance for Feb/March) on the older much more expensive contract. I am lost in how to try to get to explain this to anyone at Virgin as I have spent much too much of my own time trying to wait and navigate through to any sort of customer service by their call centres. The supposed claim on the telephone queue 'chat with an agent on MyVirgin App' is some sort of AI algorithim that gets you nowhere.
After more than 15 years continuous customer history I feel like I am better just finding another provider. who might have better customer service. It feels like changing provider will actually be less bother than trying to get heard by anyone at Virgin Media.
What is most irritating is that Virgin send many, many emails once you are nearing and out of contract ALL of which have no means to reply - a very one-sided customer experience. They then seem to not be able to execute the contract I agreed to on line last month.
Is there any other means of reaching Virgin with this at all?
Hi BOD10,
Just letting you know that I messaged here for the first time yesterday (we have a similar problem) and I waited nearly 6 hours before getting a reply from a Forum Team member! Hopefully you won't have to wait as long.
If you have the Order ref and a Contract Summary Sheet no. the team should be able to send a request to the seemingly illusive Back Office to manually add a package and add a rolling credit to match the initial offer. Not ideal but it seems that is the only resolution. (Unfortunately they couldn't do that for me yesterday as I had already spoken to someone on the phone and they didn't want to "double-work" the account).
Good luck!
