150 not working. How do I talk to someone about my account?

[PeterG74]

Hi,

My contract ends at the start of next year. I have been trying the usual 150 number from mt mobile and landline but there is never any connection. I want to talk to somebody about reviewing/renewing my contract. How do I do this if I cannot connect to virgin?

[Matthew_ML]

Hey PeterG74, thank you for reaching out and I am sorry to hear this.

We don't deal with package changes via the forum however you can find some great deals here 

Please make sure you sign in when checking this link, once your in you will some great deals. Cheers 

[PeterG74]

You didn't answer my question at all, just gave me a polititians answer by moving me to something else. I want to speak to somebody about reviewing/renewing my contract as it's about to end. I have always rung 150 on my phone and spoke to a human. All you tried to do was get me to upgrade to a more expensive tariff. Is there still a freephone number that I can ring to speak to an actual person about my contract?

Please answer the question that I asked this time.

[Jodi_S]

Thanks for coming back to us PeterG74,

We do apologise but unfortunately as my colleague Matthew has advised package changes or contract renewals are not something we deal with from here.

If you wish to speak to an advisor about a new package deal or to see what alternative offers, we have, you will need to speak to our retentions team on 150/0345 454 1111 options 1,4 then 4 again. Unfortunately, we do not have a free phone number to call.

Alternatively, you can use our WhatsApp messaging service on 0730 532 7112. Please be aware this is not an immediate response team; however, we will get back to your as quickly as we possibly can.

Kind regards Jodi. 
 

[PeterG74]

Firstly, I already tried the WhatsApp service and it was totally useless. It just kept giving me options that was nothing to do with my situation and wouldn't get past giving me the same 4 options (again.... that was nothing at all to do with my contract situation). Next, I just found out that the 150 number isn't working from a mobile phone (even mine that has a virginmobile/o2 simcard). I got to a virginmedia landline and used that to finally ring 150. After 4 attempts I finally got a connection to an automated voice. All I want to do is review my package as my 18 month contract runs out in January but even after all the messing around to get through to the automated service I got no help what so ever. Why is VirgimMedia suddenly making it so hard to speak to an actual person about my account (that I've had for over 25 years). I may have a service on my contract that I don't need anymore, or just want downgrading slightly, but Virginmedia is now making it impossible for me to do anything except upgrade (which I definitely cannot afford to do at this time). I am so stressed at the moment and this is blowing my mind.

[Jodi_S]

Thanks for coming back to us PeterG74,

Our WhatsApp service can help you once you are passed the automated section at the beginning. If you choose the option for TV, you will be placed on to an agent who can advise you of what packages with have on offer to our existing customers. 

The 150 number will only work from a Virgin Media landline. 

Again, when calling our team on 150/0345 454 1111 you will be presented with an automated selection first. It will ask you for all your account details, if you do not know these, please do not press anything. After a short period of time, you will be presented the main menu. Choose the option required and a short time later you will get an agent answering your call.

We do apologise for any inconvenience caused, however as advised package changes and new contract deals are not something we arranged from here.

Kind regards Jodi. 

[newapollo]

Hi PeterG74 

Calling an 0345 number is the same as calling an 01 or 02 number and is included in most call packages as a free phone number (however you may be charged if the call goes on longer than 60 minutes, or if you dial out of hours on an evening and weekends package, or weekends only package) so calling 0345 454 1111 should be a free call in most cases.

It's best to call around 8am when lines first open and are least busy.

You could try sending a cancellation letter to Virgin Media, Sunderland, SR43 4AA and then you might receive a callback from outgoing retentions (this isn't guaranteed) so you can negotaite a new deal (the forum team don't have access to cancellations or regrades) If trying this method then ensure that the correct contact number is showing in /my-virgin-media  and that your marketing preferences < here >  allow VM to contact you.

[Robert_P]

Just to add to this PeterG74, if you can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you.  We also have these contact methods available https://virg.in/contactvm.

Support on cancelling can be found here.

Rob

[Viper-t]

Hi Peter I'm really sorry they won't help you to your liking I know what your saying, ring the 0345 454 1111 number when you speak to someone from overseas ask to be put through to retentions if they start to ask lots of questions apologise and demand they put you through and when they do they are in the UK and will help you with your package changes no problem without trying to make comisssions so aggressively. Its a stressful time I feel for you brother.