Virgin Media Community

[Frustrated1999]

Hi

i have been trying to contact customer services for over a week as my cost is going up - if I cancel I can set up for £20 cheaper a month with the current sale. Or I can save £10 a month by moving to EE. Issue is phone keeps getting cut off and no one is replying on chat. 
any suggestions as tonight I have spent 2 hours and been cut off twice.

1999 

[Jacksj104]

I have just posted about exactly the same issue

Maybe its time for us all to start complaining to OFCOM

[mark1ee]

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@Frustrated1999 wrote:

Hi

i have been trying to contact customer services for over a week as my cost is going up - if I cancel I can set up for £20 cheaper a month with the current sale. Or I can save £10 a month by moving to EE. Issue is phone keeps getting cut off and no one is replying on chat. 
any suggestions as tonight I have spent 2 hours and been cut off twice.

1999 

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I managed to get through to customer services on a Sunday afternoon after around 50 minutes, I called them at around 13:00. The best time to call would probably be at 8AM when they open. 

[Frustrated1999]

I will try at 8 and Sunday pm

i can not believe that no-one answers or that the calls get cut off. That’s what you expect from a cowboy firm.... very disappointed and frustrated 

[Frustrated1999]

That will be my last resort but I have only 3 more days before my deadline to get sorted

its a shame we can’t call or email Rachael Barrass directly to get this sorted

1999

[Gareth_L]

Hello Frustrated1999

Sorry for replying late 

Thanks for getting in touch though

Have you been able to get this sorted now?

As a rule we are unable to help with deals, packages, contract etc on here 

Gareth_L

[Frustrated1999]

Hi

sorry for not getting back - forgot my password 

I eventually got through by phoning first thing and managed to sort - though want to see the first bill as for some reason there isn’t a confirmation email.

will let you know when it comes through 

1999

[John_GS]

Hi Frustrated1999

Thanks for coming back to us.

If you go to your My Virgin Media account, does it show the new deal agreed?

Kind regards,

[Frustrated1999]

Hi

my contract has been updated but I have still been charged the old amount?

how do I remedy this?

please say I don’t have to call again!!

kind regards 

Frustrated 1999

[David_Bn]

Hi Frustrated1999,

Thanks for coming back to us.

As we bill in advance, you will be refunded back anything over the agreed price you have paid and this will be reflected in a future bill

It does appear that this is the case on your account, was this explained to you on the call? 

Kindest regards,

David_Bn