Forum Discussion

DesperateUser's avatar
DesperateUser
Joining in
12 days ago

Help from a real human?

Anyone know how to get past the massively unhelpful AI lady on the "helpline" (0345 454 1111) and speak to a real person?  After having my answers ignored several times I am eventually asked for my password, which is also ignored, then I am cut-off.   I have also tried WhatsApping them on 07305 327112 but no joy.  

I renewed my contract in October at a lower rate but am still being charged at the old higher rate.  A simple thing but needs a human!

I have been with Virgin for over 20 years but this is a new low.

 

3 Replies

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

    Hello DesperateUSer

     

    Sorry to hear of the package issues and problems getting to speak to the team to have this looked into, we appreciate you raising this via the forums and welcome to the community.

     

    Can you confirm how the package change was arranged? Was this via a call or your online account? If it was via your online account these can take up to 14 days to be applied although there are some delays with these at the moment.

     

    Let us know and we can assist further.

    • DesperateUser's avatar
      DesperateUser
      Joining in
      12 days ago

      Hi -

      The package change was arranged via my online account.  It would be impossible to have done it via a call because the call system is not usable.  I have an email confirming my new contract on the 29th October.  My November invoice is under the old contract rates.  

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

        As advised, online orders can take some time to be processed as they are manually added although given it was the end of October and the 14 day timeframe it should be on by now.

         

        I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.