All virgin services off

Question

how can anyone get in contact with virgin if ALL THEIR SERVICES ARE OFF and the virgin phone is NOW PLUGGED INTO THE ROUTER&nbsp; which means IT DOESNT WORK .. my bro has only these services from virgin .. fun started 2 week ago..service went dead apparently he hadn't paid his bill but he'd got it in front of him ..paper bill with a paid receipt .. After using a pay and go phone and spending amount of money he got told you've gone over your allowance.. he's never set a spend cap or an allowance and he had to pay money before they could sort anything out.. now..he only got in contact with virgin English accent support (he cannot understand voices with strong accents)via cancellations. .. Today all his services are down again except the phone I've checked via my Internet and it's showing orange on broadband..orange on tv and green on phone.. but he cannot phone you to tell you as STUPIDLY VIRGIN HAVE DECIDED TO CONNECT PHONES VIA THE HIB ROUTER ..WHICH ISNT WORKING..&nbsp; how stupid is that.. so how exactly is he suppose to get help.. he's not the only one that gets stranded by this company.. he's had nothing but trouble with virgin but feels tied to them .. I've told him to go with someone else ..as his contract ends in June..&nbsp; but what is he suppose to do ...&nbsp;

Steven_L · Answer

Hello angry-angel,
Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that your brother is having with his services at the moment. Does your brother have a mobile phone that he can use to contact ourselves?
All phone connections with most providers are migrating to the fibre network as the old copper network is being closed down in the next few years. We could look into your brothers issues from here but you would need to pass account security would you be able to do that via private message?
Kind Regards,
Steven_L

angry-angel · Answer

he has a pay and go mobile phone but he never gets compensated for the money its costs him to contact you .. why would you make it impossible for someone who hasn't got an extra mobile phone to contact you .. I'm not able to pass his info on as I am out for the day doing care duties.. he hasn't got much money on his phone.. he doesn't do digital banking or DD as he doesn't want his banking messing up again .. so he gets a bill ..pays cash gets a receipt.. so until I can get to him he's stuck .

Steven_L · Answer

Thanks for coming back to us angry-angel, we wouldn't compensate any customers for contacting us. All calls to our 0345 number are treated as a local call so shouldn't cost too much credit on his phone. We also have multiple methods of contact that can be used and they can be found below
&nbsp;
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phoneWhatsApp: +44 7803 089 684Facebook:&nbsp;https://www.facebook.com/virginmediaX (fka Twitter):&nbsp;https://twitter.com/virginmedia
 &nbsp;

angry-angel · Answer

🤣🤣🤣🤣🤣omg.. of all the link you've posted how is he suppose to contact you .. he hasn't got data on his pay n go mobile .. and he HAS NO INTERNET at home ..the phone line is plugged into the router hub that isn't working or connecting to the service..meaning it "could" be your hub failure ..phones should have their own small dedicated router to attach to Your service as it says the phone connection is showing green .. so people are not stranded..if he hadn't got his pay n go mobile he wouldn't be able to phone emergency services using your service therefore I'm sure your service because of this is breaking a basic right to be able to communicate with emerncy services ..I'm off to study your tiny print and the ombudsman info.virgin don't think about disability accessibility to the service in times of failure.. what happens if he's housebound.. unable to to travel..anything that would restrict his ability to get to someone who has unlimited data.texts and calls to contact you ..&nbsp;I just can't believe this keeps happening to thousands of customers and virgin is only interested in streamlining the service to get the maximum amount of cash out of people.. restrict who they contact and pay for services already paid for because your telephone service will not let you get past until you pay..even when its a mistake ..&nbsp; .&nbsp;&nbsp;

Matthew_ML · Answer

If we send you a DM, would you be able to pass security so we can take a look at this?
We cannot see anything on the account without passing security you see.
Do let us know and we will try to reslove this.

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All virgin services off

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