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Does any body got a email for customer service please?

Mory100
Joining in

Any body has the email for customer service please ? 

7 REPLIES 7

goslow
Alessandro Volta

There is no customer-facing email address for VM.

There are some further contact options in post #2 here

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Ridiculous-waiting-times-on-phone-a...

All methods may involve a long wait. If feasible, phone at 08:00 when the lines first open.

If you want to outline your issue on here you may get some help/advice from the VM forum team and/or other forum members

Topgun
Dialled in

I would have thought, that most people would assume, that a company whose business is communication, would be easily contactable by various methods, including email!

k8page
Joining in

I've been in an online chat bot queue since 3 minutes after the lines opened trying to cancel a contract that has doubled in price ... its been 8 1/2 hours. Every hour they ask if I still want to hold. Absolute Criminals. 

goslow
Alessandro Volta

@Topgun wrote:

I would have thought, that most people would assume, that a company whose business is communication, would be easily contactable by various methods, including email!


Don't think you'll find too many big companies offering email as a general form of customer contact. It doesn't scale up too well to client base of something like 5.8 million customers in the case of VM.

That said, VM making itself totally non-contactable does lead to a few issues from the customers' perspective.

goslow
Alessandro Volta

@k8page wrote:

I've been in an online chat bot queue since 3 minutes after the lines opened trying to cancel a contract that has doubled in price ... its been 8 1/2 hours. Every hour they ask if I still want to hold. Absolute Criminals. 


If you simply wish to cancel, with no further discussion or negotiation with VM ...

You can cancel your services by post as per info below

https://www.virginmedia.com/help/cancel-virgin-media

Use a first-class, signed-for delivery service. This will give you a date/time of delivery when you gave VM your 30 days’ notice to cancel. Also keep a record of the tracking number.

If you cancel during a minimum term period VM may charge you early disconnection fees.

You can share your unhappy cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

I'm not sure I agree with you there goslow. My energy provider is Octopus, I believe they have a client base of about 5.3 million, very much in the ball park of VM. They are very efficient at responding to emails. Also, on the odd occasion that I have had to contact them by phone, you get to speak to someone in this country, who knows what they're talking about and sorts out any issue quickly and efficiently.

I stick with my original assertion, that a communications company should be able to do sooooo much better than VM are actually doing!

goslow
Alessandro Volta

@Topgun wrote:

<snip>

I stick with my original assertion, that a communications company should be able to do sooooo much better than VM are actually doing!


There's no arguing with that!