I contacted Customer Service ten days ago and was pleased with the service...UNTIL, they emailed the confirmation email and got the contract amount completely wrong. Now, Virgin Media are more elusive than ever to contact through any means. I did get through to one person who said “the package hasn’t been built correctly” but then said he couldn’t fix it and cut me off “putting me through to customer care” . So I a chasing and chasing to fix a problem caused by VM making an error.
The story so far (I think we’ve heard this one before)
Multiple emails - no acknowledgement or reply
Five calls to the customer helpline - calls cut off when connected or are “cleared” by staff when they try and connect to the care team. Interesting to see whether those working from home do have their calls recorded because there’s a complete disregard for customer care right now
Tweets - no response, obviously, but that’s lost in a wave of people complaining too
online complaints chat - sat on it for two hours, where I literally went round in circles four times because the Cable team took too long to respond to messages, which kicks you back to the start again!