When you call for a phone support because there is a technical fault you never get through to a human and the robot just hangs up on you after doing "a couple checks". Thats it.
You dont ever get to talk to a real human. It tells you your internet is fine and then hangs up the line. How is this legal may I ask?
Try this...
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There are a few options. Firstly call it 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.
Not sure about the GDPR/legality aspects of it but it's certainly very annoying.
I think the VM system is supposed to run automated checks when you first phone in but if you call back a second time it is then supposed to put you through to a support person. But this is VM, where there is often some 'confusion' about processes.
Have you tried the automated service status number 0800 561 0061 to check for any faults in your area? This is supposed to give the most localised fault info.
If you want to outline what the problem is you might get some help on here.
A VM person should get to your topic within a few days.
It's certainly not illegal, not sure what GDPR has to do with it; no, I lie, it has nothing whatsoever to do with it, the OP has just seized onto 'some words' without actually knowing what they mean. Which is a shame because it deprecates their case, makes them seem of lesser importance, which they are not; but still!
Yes, anyway, yes VM's support systems are broken, we all know that. So to the OP, what exactly is the problem you have and we can try to help?
