Forum Discussion

ArtyW's avatar
ArtyW
Tuning in
8 days ago

I NEED help - can't get anywhere by phone!!

Hi, I really am NOT happy with this sneaky way Virgin Media are getting out of talking to its customers!

For over 2 hours now I have been trying to speak to a HUMAN BEING, the last call to 150 took 25 minutes before I got bored with the endless loop of getting to speak to somebody!

I need to talk to somebody about my VM account, BUT the most annoying thing I need to vent about is how its IMPOSSIBLE to speak to a human via 150 anymore. I find this a really underhanded tactic and this practice needs to stop!

PLEASE can somebody help me with my issues before I rip out what little hair I have left??

 

Thanks all in advance though, sorry I am just so angry!

9 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    If it's an account issue, the VM staff on here don't have access to such matters. The only way to speak to a human is to choose the "thinking of leaving us" phone option. And even that is not straightforward now. 

    You have to remember that VM don't want to be bothered by customers. Customers are just a nuisance. It costs money to employ staff to talk to them, and if they can be sent away by a machine so much the better. 

    • ArtyW's avatar
      ArtyW
      Tuning in

      Thanks for your reply!
      Its absolutely freaking stupid, and I'm pretty sure its against the law to stop people from cancelling their services!

      I have used the thinking of leaving option a few times, as well as "I need technical help" to speak to a human, but their answering service is screwed up, I go through all the options but it takes me back to the first menu again, no matter what option I choose.. so tell me, how am I supposed to contact them??

      • Adduxi's avatar
        Adduxi
        Very Insightful Person

        If you are just cancelling, use a Recorded Delivery letter with all your relevant details.  This will work, as every time I cancel and leave it is the method I use.

        Virgin Media, Sunderland, SR43 4AA

  • This is the procedure in the exact order:
    Call 150
    I say Yes to the question that I am calling from the number im calling about
    Next we hear the blurb about the RPI inflation > I say no I dont want any more info.
    Next they ask why I'm calling, I say Cancelling services.
    They say "we just need your prefered mob number" so I speak my number fast and they recognise it, then I say yes to confirm

    They ask why im calling I say "thinking of leaving"
    They then say "pulling up info", then they go to legacy 150 options
    I select 4 > thinking of leaving VM
    They ask are we upgrading to a V6 box? > I say No
    They play the message "we just need your prefered mob number" YET AGAIN!!

    This is the endless loop I said about, no matter what option I choose after that I go round in circles and I CANT SPEAK TO A HUMAN!!!! 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Yes, that worked for me too. But if ArtyW only wants to talk about the account it's not going to help. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    I'll just leave this here 

    "We ended the year with another quarter of fixed customer and ARPU growth, positive mobile contract additions and improved customer satisfaction through a relentless focus on customer experience." 
    Lutz Schüler - Chief Executive Officer

    • ArtyW's avatar
      ArtyW
      Tuning in

      God and I thought it was bad decades ago in the NTL days of it!
      My elderly mum shouldnt have to go through this stress just to stop them charging the earth!

      I built her current package on VM's website service-for-service, which only came to £59.99, she is currently paying over £70.. 

      At least Dick Turpin wore a mask!!

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team

        Thanks for reaching out to us ArtyW, and  a very warm welcome to our Community Forums!

        Sorry to hear that speaking to our team in regards to a package alteration/renewal has proven to be tricky thus far.

        If you're able to call our team on 0345 454 1111 or 150 from a Virgin Media landline phone, close to our 8am daily opening time, you'll be best placed to speak to an adviser.

        If you're not the account holder, it would be advisable to call our team with the account holder present as changes to a package will need the consent of the account holder.

        Thanks

        David_Bn