The dreaded customer service

[Studmuffin]

Trying to cancel my virgin because of the second price increase in a year and it's impossible. Had the phone put down on me twice now. Anyone got any advice please. Thanks

[-tony-]

you can write to the sunderland address or

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - open 8am -10pm 7 days a week - should take you to a UK call centre

theres a freephone number 0800 052 0422. You need option 4 to speak to retentions

[Victoria22]

I’ve just tried to call 3 times, held for 15 mins each time and kept getting cut off…hoping it’s a temporary issue….

[Victoria22]

The 0845 number is cutting me off when called

[jbrennand]

try at 08.00 tomorrow

[kevy107]

I'm having exactly the same problem. I have never experienced anything like it. For three days I have been trying to get through to Virgin Media.

The first phone call was cut off after 30 mins. Then I was waiting on live chat for one hour and was moved to a Whatsapp chat. I received a message three hours later. The agent tried to get me to stay. I said no. I then received a message (in the same Whatsapp chat) from a bot informing me that the disconnection team was closed. 

I had the same result over the next two days. I placed in a complaint to Virgin Media on the second day via Virgins website.

I will not pay any monies past my 30 day notice period. Which is 01.03.22) I kept all my Whatsapp conversations and printed them off. 

I am sick to the back teeth of this incompetent & amateurish (Virgin Media)  company. I urge everyone to stay away.

[newapollo]

Hi @Victoria22 

You shouldn't be dialling an 0845 number as it's premium rated.

AS @-tony-  advised use either 150 from a VM landline or mobile (free call) or 0345 454 1111 (local rate number included on most tariffs) or freephone number 0800 052 0422

With it being a Sunday the lines may already have closed for the day, plus VM have also had systems issues for the past 2 days (not sure if it's been fixed yet) which meant the IVR isn't always transferring calls correctly and agents had also been unable to connect to certain systems.

[kevy107]

I've just called the 4th night on the trot. Nothing. 

[domidi]

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@-tony- wrote:

you can write to the sunderland address or

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - open 8am -10pm 7 days a week - should take you to a UK call centre

theres a freephone number 0800 052 0422. You need option 4 to speak to retentions

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Try calling them now - they're shut. They've been closed for ages this evening. Absolutely nobody is available until 10pm, or 9pm. Maybe 8pm at a push. Honestly, try it - they're closed.

[jem101]

Keep records of every single attempt to contact VM, how long you were left waiting, if you were cut off, given the run around etc. If push comes to shove then the industry regulator, if not Courts in extreme cases, won’t be impressed by their performance. But you do need proper evidence.