Forum Discussion

Patrick_Rice's avatar
Patrick_Rice
On our wavelength
6 months ago
Solved

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.

    ___________________

     

  • Client62's avatar
    Client62
    Alessandro Volta

    After the previous post about wanting Modem mode you expended half a life time on getting VM Pods

    Quite a U Turn

    • Patrick_Rice's avatar
      Patrick_Rice
      On our wavelength

      Er, because as per my post you refer to, there is no Modem Mode?

      I'd have thought the two were linked symbiotically and therefore self-explanatory. 😉😂

      But don't worry - in typical Virgin Media fashion, after finally getting a response at 17:15 from my WhatsApp that I first commenced at 12:15 - so over five hours later today, VM have told me I was given completely false information yesterday on my two hour chat, and it's actually a further SEVEN DAYS I need to wait before a second pod can be requested.

      Amazing organisation this - that they think it's perfectly fine to go a full three to four weeks total duration by then, without Security Cameras, just to ensure their "proper diagnostic processes are met".

      It will be hilarious when the next seven day delay is up and I reach out to them (no doubt after another three hours on hold as it were), and they ask "What does the VM Connect App first say"?

      And I reply "Do you mean the VM Connect app that you have an existing case open for with me specifically, because it won't actually, er, connect..."

      What have I done.......... 😭

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    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.

    ___________________

     

    • Patrick_Rice's avatar
      Patrick_Rice
      On our wavelength

      I've marked that as a Helpful Answer - albeit to re-mention the WhatsApp option to me when my post is already predominantly about the NINE HOURS I have so far spent on that approach, was a bit "cut and paste" in your response maybe.

      But I'm glad to hear of the ring up and call possible solution - so like I say, I've marked it as helpful.  Cheers.

    • Patrick_Rice's avatar
      Patrick_Rice
      On our wavelength

      I have just spent 20 minutes repeatedly trying this suggested trick to speak to a human and unfortunately it no longer works, as on every occasion if you fail to choose any option in the faults submenu it tells you it is disconnecting your call.

      Conversely, if you do choose an option, no matter which option you choose, you always end up with a self-service text message and a disconnection as well. 

      So I repeat once again - It is virtually impossible to actually speak to someone on the phone at Virgin Media.

      • John_GS's avatar
        John_GS
        Forum Team

        Hi Patrick_Rice 

        Thanks for posting and welcome back to the community. Apologies to hear of this experience. 

        I can see you've ordered a 2nd Pod since your post.

        There are a few requirements for the Pods to work with our Hubs:

        •    The Hub must be in 'Router Mode' and not have been changed to 'Modem Mode'.
        •    Channel Optimisation must be left on.
        •    The SSIDs must be the same and broadcast enabled.
        •    The SSID must be password protected.
        •    The Passphrases of the SSIDs must match.

        As long as all of the above points are all met then the Pod should automatically connect to your Hub's Wi-Fi and begin broadcasting. The wireless details from the Pod will be the same as the Hub's details, so no additional steps are required to connect the devices in the home.

        Keep us posted if you need any further help.

  • Client62's avatar
    Client62
    Alessandro Volta

    Preferring Modem mode normally means having a deep preference for owning and managing your own network and Wi-Fi equipment.    As we do.

    With a Hub 5x in Router mode and a LAN network in Access Point mode, one can put all the components in place and have configuration and control abilities over your kit. 

    Modem mode becomes that one final step to take, when available.

    • Patrick_Rice's avatar
      Patrick_Rice
      On our wavelength

      To be clear...

      I have FOUR Huawei AX3 Quad-core mesh routers now sitting unplugged.  My previous network (BT) was fully self-managed.

      And this is my preference with VW also, hence my original post elsewhere you are referencing about Modem Mode (and the lack thereof).  But in this such absence, I was therefore trying to stick with the ISP stipulated and recommended solution - wifi pods if needed - as the stop gap to potential eventual proper modem mode (it has helped to the front for the Ring Doorbell, so hopefully will do the same to the rear for my two Blink Cams and lights).

      At that point I might then re-utilise my existing equipment, but being on a 2Gb Down/Up symmetric service, they no longer cut it, so when that time comes, I will likely move to WiFi 7 bit by bit (due to obvious high costs).

      But for now, I require the second wifi pod, and was disappointed when after two hours on WhatsApp Chat last night to be told I need to leave it until today...

       

      ...To then spend a total time of FIVE HOURS today on WhatsApp chat today to then be told "actually that's total bollo%s and you need to leave it yet another week before messaging us for the needed second pod, and then wait around a week again for it to then arrive".  Making a total delay/time with issue, of three to four weeks.

      That policy, that system, is quite frankly utterly farcical and ridiculous.  Quite aside all my wasted time to reach this point.

  • You need more knowledgeable friends.

    AP mode, also known as bridge/d mode, does not cause double NATing.

     

  • unisoft's avatar
    unisoft
    Knows their stuff

    He's right (even if poster wrote a dissertation on it), contacting VM is often difficult and involves been thrown around various people on the phone, dodgy landline call quality, false promises, incorrect information and often, general misunderstanding of a customer complaint or requirement.

    They have paid for a service with free WiFi pods, if they only officially have router mode on the HUB5X, then perhaps they don't want extra expense of Mesh WiFi/own extenders as they would buy current models near the time when modem mode is added. Which goes back to the hoops that the poster states around customer service by phone.

  • I have been trying to call and getting the same result every time. Mine is for billing. Despite having no landlines plugged in for over 10 years I found call charges on my bill. This was explained via chat I had been calling a non geographic number for 3 seconds via my invisible telephone and HAD made the calls. Please check all your bills for calls where no numbers display and state 1 minute