Forum Discussion

iamchappu's avatar
iamchappu
Joining in
10 months ago
Solved

Struggling with contacting Virgin

Hi, I have been having some issues speaking with Virgin. I arranged to have my services disconnected on 3 March as I was out of contract and only want to have broadband now. And for some reason they won’t let you switch from a package to broadband only.  

So I was going to look for another provider when I got a text from Virgin (I checked the number to make sure it was official) offering a promising broadband deal and saying to either call or use online chat. As I was interested, I used the online chat and the person I spoke to said there had been no text and could only offer the same deals as before. I tried again and a different person said they would get someone to contact me about it either by text or WhatsApp (my preferred methods of communication). Several days later I am still waiting to hear from someone, no one even reads any WhatsApp messages I send and my services have been disconnected.

I know I could phone but I am autistic and find phone calls very challenging. I am already overwhelmed and distressed trying to sort this out. Do I just give up or is there anything else I can try? That isn’t the phone…..haha.

contacting
DISCONECTED
help!
  • Matthew_ML's avatar
    Matthew_ML
    10 months ago

    Hey iamchappu, thank you for reaching out and a very warm welcome to the community, I am so sorry to hear about this package and billing issue.

    Let me send you a DM so we can find out and fix what has happened. 

9 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    10 months ago

    Hey iamchappu, thank you for reaching out and a very warm welcome to the community, I am so sorry to hear about this package and billing issue.

    Let me send you a DM so we can find out and fix what has happened. 

  • Sal243's avatar
    Sal243
    Joining in
    12 days ago

    Is there a way to actually contact someone? Even the online chat isn’t working and the website is taking me round and round in circles, it’s infuriating!! Worst customer service experience ever

    • newapollo's avatar
      newapollo
      Very Insightful Person
      12 days ago

      Sal243​ 

      If you advise why you need to contact VM then you might receive help via the forums, or be directed to the suitable department.

      You can 150 from a VM landline, or 0345 454 1111 from any other phone to speak to VM.

      You can also get in touch using one of the following contact methods:

      WhatsApp: 0780 3089 684

      Or you can contact VM on Social Media by either messaging 

      Facebook: https://www.facebook.com/virginmedia/

      Or Instagram DM (@virginmedia)

      VM Forum Staff do respond to posts on here, although it's not an instant messaging site and can take a couple of days for them to pick up the thread.  They will also need to know why you wish to contact them, so providing the reasons now will help make interactions quicker.

       

      • Sal243's avatar
        Sal243
        Joining in
        12 days ago

        Thanks, that’s super helpful ☺️

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

      Hi Sal243 

      Welcome back to the Community Forums. 
      Sorry to hear you've not been able to speak with the team. We do have many ways in which customers can contact us. Our available contact information can be found here, but I have also listed a few below for you.

      Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
      WhatsApp: +44 7803 089 684
      Facebook: https://www.facebook.com/virginmedia
      Instagram: https://www.instagram.com/virginmedia

       

      Is there anything we can help with at all over the Community, or was it that you just needed the contact information if you needed to reach out to us?

      • Sal243's avatar
        Sal243
        Joining in
        12 days ago

        I can’t link my Virgin Media account to Virgin Media O2 ID because despite me requesting in 2023 for the email address attached to my VM account to be changed, it seems this was never done. In order to link the accounts, apparently an authentication email will need to be sent to my old email address, which I can no longer access...