Billing Questions Contacting Virgin media by telephone

[auldsousider]

Today I tried to contact Virgin Media by telephone using both 150 and 0345 454 1111 on a billing question. All options led to a request for the number of a touch screen mobile telephone. I do not have a touch screen mobile.

The billing question was satisfactorily answered using webchat.

Does this mean someone like me (80+) cannot speak directly to a person on billing matters.

[Cardiffman282]

I imagine pressing a physical number key for numbered options would still work 

[auldsousider]

Thanks for replying.

All the numbered billing options eventually lead to the request for a mobile number.

[Alex_RM]

Hi auldsousider,

Thanks for posting and sorry to hear you had some trouble getting in touch. I've had a look at things from our side and can see you've been able to get in touch now. 

If you do need help with anything else please let us know.

Alex_Rm

[auldsousider]

Thank you Alex for looking into this. Although todays matter was settled using webchat this is not an easy method for me to use. As I type slowly webchat can be terminated by the other person as I have taken too long to respond. Talking to a person means I can explain my question and get an answer quickly. Today trying to speak to someone and the webchat took longer than verbally agreeing a new contract with Virgin Media on 31 October.

[Steven_L]

Thanks for coming back to us auldsousider, we're glad that your issues have been resolved and we will be sure to pass on the feedback that you have given to help improve the services that we offer to all customers.

Kind Regards,

Steven_L

[auldsousider]

My main issue is not resolved! It concerns trying to contact you by telephone about a billing question. The automated phone menu has no option allowing verbal contact with a person. All options lead to a request for the number of a touch screen mobile phone. I do not have such a mobile phone. I am stuck with webmail which is difficult for me.

[Matthew_ML]

Hey auldsousider, thank you for reaching out and I am so sorry to hear you are having some billing issues.

What issue you are facing with your billing?

What is wrong with it?

We have many ways you can contact us which can be found here 

[auldsousider]

Hi Matt. As I have stated above the billing issue was clarified. The issue I had now was the means of contact. Your means of contact are designed by the young and able for the young and able and assume your customers have all tech gadgets. If a customer fails to be like that it is too bad for them. I think that Tuesday query was my first such one in nearly 30 years. I will not bother again. Please end this conversation. All the best to you.

[Carley_S]

Sorry to hear you feel that you're not able to contact us for support. 

We'll be more than happy to assist in any way we can here should you need. Please let us know if you've any further questions or concerns, we can provide general help and support via social media if needed.