Hello
I was given a number 0333 000 5925 by the retentions department to contact the faults department regarding ordering some WiFi pods. This number seems to be more for reporting faults outside the home eg street cabinets and utilities cutting through cables.
Does anyone know if this is the correct number and I should just pick an option to speak to someone
Many thanks
Forum TeamHi Julieor š
Welcome to our Community Forums and thanks for your post.
The number for our Customer Services team to report a fault is 0345 454 1111 but we can also assist you here š
Can I ask if you have ran a scan via our Connect App? If any coverage blackspots are found, you will be prompted to order WiFi Pods.
Let us know!
I have a fault with one of my set-top boxes. None of the options available covers this sort of fault. Is there any way to get through to a person to discuss my particular fault?
See this old post..
________________
Check first for any āknown network faults in your location - Look in 2 places
1) Try the ācheck service,āArea status webpage (https://www.virginmedia.com/help/service-status)
2) Then also Try the āfree & automatedā Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
Then...............
There are a few options. Firstly call it in on the āfaultsā line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.
If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasnāt helped and put you in the queue.
āØTry now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.
You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a āChatā option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.
FINALLYā¦ A VM person will pick this up on here and respond, but it can take a few days for them to get here.
Hi
i spoke to someone from customer services on Friday and they escalated my query to the faults department. They said I would hear within 24-48 hours but Iāve heard nothing.
Iāve run the scans and itās shown black spots but according to customer services I have to pay for the pods, but I was told if there was black spots they would be free.
Also if for any reason you experience Wi-Fi blackspots at home, we'll go ahead and provide you with up to 3 Wi-Fi booster pods at no extra cost. Let me know what you think? š
I am just going round in circles and no one is helping me.
julie
