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Cancellation by txt message

I tried to cancel using the txt messaging service this morning, this is how it played out...

08:30
Me: Hi, I need to cancel my Virgin Media service. Account no:########, Area Code:##. Name on Account:##### ######.

Hi I'm Virgin Media's Virtual Assistant...How can I help you?

Me: Leaving. Virgin. Media.

Can I just check... is this to do with TV, Broadband, Landline or mobile?

Me: Broadband

Don't worry though, let me get you to someone who can help...


Sorry, I'm still learning and don't have the answer to your query just yet.


Before I transfer you overt to one of the team, I need to take a few details...


Can I take your full name?

Me:##### ######

(several questions later...)

How much was the last bill for?

Me:£41.24

Please enter the banking sort code for the direct debit.

Me:##-##-##

Okay let me check those details.


That's correct.


Excellent, you've passed security.

Just to summarise before I pass you to one of the team...
##### ###### is the account holder of an account ######### and has a cable cancellation request and DPA Passed via security questions.

Hold on while I connect you to someone who can help you further.

I've just transferred your query to the people who can help you. Due to social distancing there's less of us in the office so it may take up to 24 hours to get back to you.

We will respond to you.

To help us help our most vulnerable customers, please only phone us if your query is urgent.

Reply yes to continue the transfer.

Me:yes

12:59
Good afternoon, you're spreaking to ######. Hope you and your family are doing well.
Apologies for the wait time you have experience, we value your time and I will be glad to help you further with your query.
Can you please let me know why you wish us?

15:50
Me: Hello ######, I wish to leave because I am moving, there is no service at the new location, I checked.

Hi I'm Virgin Media's Virtual Assistant...How can I help you?

Me: A live person would be nice, Bring back ######!

Could you say that again? Maybe slightly differently?

Me: Come. Back. ######.

Sorry, I'm still learning and don't have the answer to your query just yet.

Hold on while I connect you to someone who can help you further.

I've just transferred your query to the people who can help you. Due to social distancing there's less of us in the office so it may take up to 24 hours to get back to you.

We will respond to you.

To help us help our most vulnerable customers, please only phone us if your query is urgent.

Reply yes to continue the transfer.

Me:yes

[end]


So I guess writing a registered letter is the only sensible option unless you can have your phone on you for 24 hours awaiting a reply?
I wonder what would have happened if I replied to ###### straight away? would the bot intercept my message?

My letter is in the post tomorrow!

 

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Re: Cancellation by txt message

Why not use the telephone route?

You can call  0345 454 1111, but best to call at 8am to avoid call queues

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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