Hi,
I have a mobile that’s nearing the end of the contract. I tried to call virgin to pay off the outstanding balance but the robot is asking for my account number and landline but I don’t have a landline and cannot find my account number. I have tried using the o2 app but it’s asking for a security key and 2-digit number that I don’t have.
Can someone please contact me so that I can get this fixed?
Thanks,
Karen
Forum TeamHi Karen2463 👋 Thank you for your post and welcome to the Virgin Media Community 😀
In order to help you with this, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.
Regards,
Daniel
Are you able to help me with my enquiry this morning as I will be at work later
"I've recently returned to Virgin Media, and it used to say, 'Looks like you called from a mobile phone. Does the account you want to talk about end in...' and then ask for the last part of my postcode. Now, it asks for my account number or landline phone number, but I don't have a landline. It's crazy! Do you have any idea how I can use the old system, which seemed to work better?"
Forum TeamThis sounds like the IVR and call routing service, this is a standard service used by all of our customers and we aren't able to revert it back. What are you looking to speak to the team in regards to Ryan678?
When i was activateing my quickstart this morning i had to ring to send a signal and it worked like the old way so im happy obvs i dont know or always my accoint number to hand.
