Forum Discussion

Dianabodie's avatar
Dianabodie
Just joined
13 hours ago

Is it now impossible to speak/chat to a person at Virgin Media?

I have been charged the wrong amount and my Virgin Media shows my contract as expiring even though I renewed it and have the documents confirming the order.

I have tried clicking Chat to us - doesn't work. Have made three attempts to call selecting different options, but always just get sent a text, even when the option includes "..or for anything else".

So I have been charged almost double my normal payment and seemingly can't do anything about it. Except post on a discussion group. Are people having to solve each others issues now, because VM customer service is so poor.

"If you can't find what you are looking for, don't worry, you'll still be able to talk to us" - Where?!

 

5 Replies

  • Arissa_H's avatar
    Arissa_H
    Icon for Forum Team rankForum Team
    11 hours ago

    Hi Dianabodie👋
    Thank you for posting and welcoming you with big virtual arms to our Community Forum 🤗
    Sorry to see you have been charged the wrong amount and feel this way for the misunderstanding 😞
    I can investigate this for you 🧐
    Please watch out for the envelope ✉️
    Thank you.

    • Dianabodie's avatar
      Dianabodie
      Just joined
      9 hours ago

      Please do not welcome me, with big virtual arms, to a forum I have not joined out of choice, as I imagine most of the customers on here have not. I have joined simply because there is no other way to raise an issue with your organisation. I am an unhappy customer and I would like to be able to report the issue to you and have it resolved in a professional manner. I do not want trite emoji's, I would like the money back that you have wrongly taken from my account.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    13 hours ago

    "Is it now impossible to speak/chat to a person at Virgin Media?" 

    They are working hard to make it that way. It saves them a lot of money if they can put you off with a machine.

    If you have not signed up for a new contract at the amount they are charging, you are now on the 30 days notice rolling scheme. If you give that notice you may get a response. Otherwise if you wait here a VM person may offer to help. 

    • Dianabodie's avatar
      Dianabodie
      Just joined
      9 hours ago

      I did sign up for a new contract and was sent the new docs.

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        9 hours ago

        But if they put you on a different contract, you didn't sign for that one so it is not valid.