Forum Discussion

BiglarryLM's avatar
BiglarryLM
Tuning in
9 days ago

VM 150 help service

Is now totally useless- took me 5 attempts to get the service to pick up- once you connect it tells you I’ll now transfer you to a member of team - no it doesn’t - asks for your mobile number so they can send you a text to the useless web site to fix your problems - only, you don’t get a text. They ask for the preferred mobile number again- you type it in again! And then the robot tells you , sorry we aren’t able to send you a text - goodbye !! Utterly useless and pointless. I’m off to BT once my contract is out. 

TV
TV 360

7 Replies

  • jimboy56's avatar
    jimboy56
    Dialled in
    3 days ago

    Yep, I had the same experience on Friday, awful CS service.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      22 hours ago

      Hi jimboy56 

      Thanks for posting and welcome back to the community. Can we assist with anything?

  • BiglarryLM's avatar
    BiglarryLM
    Tuning in
    6 days ago

    Did you get as far as going thru the new “non person” help system ?? It grates my gears when they insert lines in the script like “ we’ll send you a text link to our website where you’ll find all the help you’ll need” when clearly a)their website was also affected and logins impossible and b) their website is useless for real problems solving , with advice like check your cables and turn it off and on. 


    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      4 days ago

      Hi BiglarryM 👋 Thanks for getting back to us! 

      There's a few different issues at hand here, so let's separate them out individually to best help you. 

      1) The pixelation happening on your TV service. Is this still happening? If you can please try rebooting the TV Box - properly turn it off via the switch at the back, wait 60 seconds and then turn it all back on again. You can check for local outages or known faults with your services here 👉 https://virg.in/service or by calling 📞 0800 561 0061. If there's nothing listed but you are having a problem then we may need to run further troubleshooting and testing to help get things resolved. 

      2) The same goes for your 'My Show' recordings. Please let us know if this is still present following a reboot. 

      3) Your experience on the phone - we'd like to sincerely apologise that this happened. If you are looking to raise a formal complaint as a result of your experience please let us know when returning about the TV issues and we will be happy to help get this sorted for you. 

      Thanks for your continued patience and co-operation whilst we help get things sorted. Wishing you all the best! 🌞

       

  • tafer2uk's avatar
    tafer2uk
    On our wavelength
    7 days ago

    Happened to me when many services crashed on Friday evening. Before it was being widely reported, I was unable to login to my account due to the outage, so I called 150 and had the same experience. It staggers me that despite being highlighted as the worst telecoms company for customer service year after year, customer service continues to get worse not better.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    7 days ago

    Hi BiglarryLM 

    Thanks for posting and welcome to the community. Sorry to hear of this experience. What was the call regarding please?

    Best wishes.

    • BiglarryLM's avatar
      BiglarryLM
      Tuning in
      6 days ago

      Thanks for the response 

      Every channel was pixilated 

      None of my Your Show recordings were available 

      The mobile account would not log on - sometimes it just sat there with zero response to the call for the home page , other times it came back with Account not found when eventually I did get a log in screen to come up. 

      The 150 landline service tells me 3 times I’ve dialled an incorrect number - for 150??

      Then it started putting out an engaged tone when finally managed to get a connection.

      And I tried the mobile number I was advised to call on the tv screen error message - 0345 454 1111 - that came back with incorrect number response. 

      Then when I finally get 150 to work it’s changed to the point where you can no longer speak to a person - no doubt to “make the experience better for the customer “ otherwise known as cutting jobs and costs. 

       

      This is a nightmare and I’m far from happy