Forum Discussion

edallen's avatar
edallen
On our wavelength
3 days ago
Solved

cannot receive and or make phone calls and no account access

hi

your customer service phone service is terrible and horrendous you cannot get to speak to someone and the automated voice kept going around in circles. as customers we need to speak a human not some disembody voice that offers no help whatsoever.

my parents cannot make or receive calls and as vulnerable elderly people the landline is really important for them to use. this needs fixing as soon as possible.

the other   issue is that they have lost access to their emails and virgin account due to the switch over from ntlworld email addresses to virgin media email yet no one has resolved this issue. this needs to be fixed asap.

the level customer service has been really poor and you really need to do a lot better. they are even thinking of moving providers due to your poor customer service.

  • edallen's avatar
    edallen
    3 days ago

    this has now been resolved thanks to other people.

6 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    3 days ago

    Hi edallen,

    We're very sorry to hear about the issues your parents are having with their phone service and online account.

    We can help with any faults, however to set expectations, we wouldn't be able to assist with account/email access with a third party for security reasons.

    There's some really helpful information here they may find useful, however If they need further support with the online account, please ask that they reach out to us directly. 

    We have a vast variety of ways to contact us for help and support. I have 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

    I'll send you a private message now so I can assist with the phone line issues.

    Please look out for the envelope in the top right of the page and pop back to me when you can.
     

     

  • edallen's avatar
    edallen
    On our wavelength
    3 days ago

    I have replied to the message.

    that is a disgraceful response to not being able to access the account online has i haven tried to call that number and could not get passed the automated voice recognition to speak to someone. they only have the landline which needs fixing asap. the account issue is a fault of you not giving people new email address and login details so this is a you problem to fix has this no fault of my parents. why try the various methods when they dont have access to whatsapp and facebook and the phone service you cannot speak to anyone. again do better.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      3 days ago

      Hi edallen,

      I'm sorry you're unhappy with my response. I appreciate the issue is regarding the new sign in process, however for security reasons, we can only assist with any email/online account issues with the registered named account holder. 

      I'm happy to help with the landline issue and will continue our conversation over private message and do all I can to help. 

      • edallen's avatar
        edallen
        On our wavelength
        3 days ago

        they did that when it happen and no one resolve the email/online account issues also appears that no one was bothered or cared to get the issue fixed. again virgin media needs to do better.

        i have replied to your message however what you have asked might be an issue due to my parents being elderly. please respond to my messages due to me having to travel to my parents to get the memorable word and cannot go until you have confirmed that someone will be able to do it at the time i have advised that i will be at parents.

  • edallen's avatar
    edallen
    On our wavelength
    3 days ago

    please can you confirm that the time that i have that someone is going to be available to resolve the phone issue and also the account issue has trying to resolve that by the methods is not something my elderly parents have access to.

    how many messages need to be sent before a response is given confirming the time and requesting another form of communication. this is becoming really frustrating and furthers proves the poor level service provide by virgin media. without the landline phone no one can contact them about appointments, they call anyone in emergency. 

  • edallen's avatar
    edallen
    On our wavelength
    3 days ago

    this has now been resolved thanks to other people.