Forum Discussion

jackblack555's avatar
jackblack555
Tuning in
2 days ago

Unable to get through to anyone - this is hell

Hi,

I am trying to get through to cancellations because I am coming to the end of my contract and I can't for the life of me, get through to anyone!

Chat or phone it's impossible.  I have been listening to the single jazz on hold track for the past 30 minutes and yesterday it was 35 before I hung up.

My head hurts and this is causing some anxiety as my deadline fast approaches and I know how hard it would be to get any refund if my contract rolls over.

 

Thanks for listening and I thank you for allowing me to listen to the same jazz song perpetually like I am in some sort of hell.

I can see why your colour is red.

  • jackblack555's avatar
    jackblack555
    Tuning in
    23 hours ago

    So after 2 hours of the worlds slowest chat with an agent we are nowhere.

    All I would like is the same deal as new customers get?  I have been with virgin for 5 years and really like the service but I begrudge paying £20 more a month on renewal than a new customer for the exact same package.  That is an extra £240 a year!!

    Offer the same deal as the ones advertised through the portal and people wouldn't need to spend hours wasting time on chats or holding for phone calls thus freeing up agent time to help customers with actual needs.

    Is it okay for me to cancel my service and start a contract as a new customer under my wifes name?  Would I have to divorce her first (mans gotta do what a mans gotta do).  Any help would be appreciated.

     

  • jackblack555's avatar
    jackblack555
    Tuning in
    18 hours ago

    You might be right.  I'm with EE and they keep asking me about broadband.

    What's OTS?

    • carl_pearce's avatar
      carl_pearce
      Community elder
      18 hours ago

      https://www.ofcom.org.uk/phones-and-broadband/switching-provider/easier-than-ever-to-switch/

      No communication with VM required, and no 30 day notice.

    • Kath_P's avatar
      Kath_P
      Forum Team
      4 hours ago

      Hi jackblack555, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've had difficulty getting through to the team to chat about your renewal. From time to time, we have special offers and promotions to welcome new customers on board. When this offer ends, the package price will revert to the standard package price for the bundle.

      Although they may not always be available to existing customers, that doesn't mean that you miss out once you've joined us. We often have offers and special deals on our services, or one-off promotions to make sure you carry on getting the value you'd expect. We're always happy to review your package and cost to help find one that best suits your needs and budget. 

      In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Many thanks,