Emily, there isn't anyone there. It's just a bot. Once you get this message you're asked to type "yes" to stay connected. After you've done that, nothing further happens.
I do appreciate that you're trying to help, and am so grateful, but multiple people on the forums are telling VM that there is a problem contacting them: telling people to use a text service that doesn't get you in touch either isn't really moving things forwards.
I've said it all now so won't be replying further, but I do thank you again for your willingness to try to help.
eureka! been trying for well over a month now but finally managed to contact vm and downgrade package to a reasonable price. The text service is terrible but if you persist someone will eventually answer. My last text was answered after two days but that was after trying for over a month. all I can say is good luck!
not being ungrateful but the problem everyone is having is contact with VM which is virtually impossible. Its only perserverance over a month and a few weeks that I managed to sort this problem out without the help of the forum team Robert_p. VM if it exists needs to be made aware of the problems people are facing with the virus and the frustration of trying to contact a multi million pound communication company who should be able to handle these problems. The forum should be raising these issues with vm.
I've been trying for over a week to reduce my service as my contract was due to increase by 50% with mixed succes rate...
1st attempt: 15th May.. A lady then a man from India who wouldn't even give me a price, just an average figure. (This took 8 hours)
2nd attempt: 18th May..No reply
3rd attempt: 20th May... Spoke to 2 people in different departments then passed to a third with the usual "say 'yes' to continue"... Then nothing (2 hours)
4th to 9th attempts: 22nd May..No reply
10th attempt: 23rd May... No reply
11th attempt: 24th May... Spoke to 2 people (again) supposedly from the teams that would be able to help me only to be told that I'll again be passed to the right team and again type 'yes' if I want to continue...then...you guessed it!! Nothing for the last couple of hours...(3 hours total)
I am sick of this shocking service. I have been working during this whole lockdown period so don't have time to sit on the phone all day. Virgin have us all by the short and curlies with no where to go while taking our money.