Impossible to speak to anyone at Virgin Media
Three days ago it took me over two hours to get an actual agent on WhatsApp.
Last night it took me another two hours in relation to a wifi pod. After all of that they said they could not help order a second wifi pod just then as I needed to wait until today so the first was processed on the system.
Today it took THREE HOURS to finally get an Agent on WhatsApp. But in the meantime earlier this morning the VM Connect App now fails to see my hub. So I made the mistake of telling the agent about that problem first to try and get that bit fixed.
Then when he had finished dealing with that issue and said he would pass it on to Tech Support with a 5 day turnaround time, the agent asked me if there was anything else they could help with. The timestamp for this question was 15:15.
I started to type a message explaining my real reason for messaging about the second wifi pod requirement, and posted this with a timestamp of 15:16 - only to learn the Agent hadn't even gave me a single solitary minute to answer his question, and instead had closed the conversation!
Absolutely disgusting customer service. It now tells me there is at least a 102 minute wait time for an agent. FIVE HOURS to speak to someone at VM? Are you for real.
Worse though - I tried ringing up instead therefore - my first experience of contacting VM by phone... And have discovered that it is actually impossible to speak to VM for real by phone. Every single way I try to speak to an agent - whether I choose a Technical Issue, a Billing Issue, or any of the other menu choices, the end result is always a "Thanks for calling VM - we have sent you a text message with useful information" - and then an automatic call termination.
What on earth are you playing at Virgin Media. It shouldn't need NINE hours so far of my time on to WhatsApp Chat, just to order the essential second wifi pod.
Do you really think that is acceptable customer service?
I never have an issue getting through. See this re.the options.
There are a few options. Firstly call in on the “faults” 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 hasn’t helped and put you in the queue.Try 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 “Chat” 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.
FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.___________________