Forum Discussion

Gthrs981312's avatar
Gthrs981312
Just joined
18 days ago

Contacting VM

Is it me or is the customer contact process a nightmare.  I have recently moved from Sky to VM and I have an issue where the connection to my property from the street is not working so the engineer just laid the cable from the pavement along my neighbours property to the outside of my property.  This was on 22nd March.  I am still waiting for an engineer to fix the issue.  Trying to arrange an engineer or speaking with someone is very difficult.  Using the VM online services is not good.  Using the phone service (150) is even worse.  The Help part is governed by an Auto bot which does not cater for then needs you require.

Anyone got any ideas or assistance in this matter?

5 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    18 days ago

    You are not the first, nor I suspect the last to have problems with contacting CS.

    However if you wait here a day or two a VM Mod should pick this up and discuss with you.

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

    Hi Gthrs981312,

    how are you managing to contact VM when dialling 150 when you don't have a working VM connection?   The 150 contact number only works via a VM landline?

    Have you tried dialling 0345 454 1111 which is a free call included in most call plans? It's the same as dialling an 01,02,or 03 number, however on some calls plans you need to redial after 1 hour to keep it as a free call.

    You can also contact VM via WhatsApp on 0780 3089 684

    Or you can contact VM on Social Media by either messaging 

    Facebook: https://www.facebook.com/virginmedia  or Twitter: https://twitter.com/virginmedia

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    16 days ago

    Hi Gthrs981312,

    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 issues getting a temporary connection turned into a secure, permanent one. These jobs often take a little longer to arrange as those with no connection would be a higher priority. As well as this, when a temporary measure has been put in place, this will usually be because of issues with the routing of the cable. For example, if there is any block paving / neighbour access issues. 

    As long as there is no health and safety risk with the current cable, you could be waiting a little while. Rest assured, the teams will be in touch with further updates, once there are any. 

    Many thanks, 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    16 days ago

    It's not uncommon for temporary connections to be left, once the service has started and the installation contractor has moved on. 

    I'd suggest you try ringing the installations number 0800 052 1734 during working hours. 

  • Anonymous's avatar
    Anonymous
    16 days ago

    Nothing, but nothing is more permanent than a 'temporary fix'. And it's going to stay like it until your neighbour gets fed up with the cable across their property and cuts it!