Menu
Reply
Highlighted
  • 2
  • 0
  • 1
gruff999
Joining in
36,560 Views
Message 1 of 14
Flag for a moderator

How can I speak to a UK call centre?

I have been overcharged £10 for four months for no reason and the original people I talked to said that I would be reimbursed but I have had nothing. Original calls were to a foreign call centre on very poor connections. I need to speak to someone UK based.

Tags (2)
0 Kudos
Reply
  • 12.87K
  • 1.63K
  • 3.83K
Superuser
Superuser
55,031 Views
Message 2 of 14
Flag for a moderator
Helpful Answer

Re: How can I speak to a UK call centre?

All the calls to 150 or 0345 454 1111 are to what is essentially a mixed offering. Depending upon when you call in and which option, it's staff differently. Some options are part UK, some part offshore and so on.

The only 100% UK support option is Option 4 -> Option 5 from the main menu, which is staffed 8AM to 10PM M-Su.

______
Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
Tags (2)
  • 2
  • 0
  • 1
gruff999
Joining in
36,527 Views
Message 3 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?

Thanks a lot. Got through to a helpful Scottish fella and he has credited my account for the correct funds. Just need to check the DD at the end of the month to ensure it's taken correctly. Thanks again.

  • 12.87K
  • 1.63K
  • 3.83K
Superuser
Superuser
36,459 Views
Message 4 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?

No problem, glad to hear that you got the matter sorted Cat Happy

______
Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
0 Kudos
Reply
  • 4
  • 0
  • 0
ardnas
Joining in
35,807 Views
Message 5 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?

Hello Shelke, I am also trying to speak to someone in the UK, but when I dial 150 I have only 2 options: 1. TV etc. 2. Mobile , I do not have an option 4, please advise, thankyou.

0 Kudos
Reply
  • 12.87K
  • 1.63K
  • 3.83K
Superuser
Superuser
35,732 Views
Message 6 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?


ardnas wrote:

Hello Shelke, I am also trying to speak to someone in the UK, but when I dial 150 I have only 2 options: 1. TV etc. 2. Mobile , I do not have an option 4, please advise, thankyou.


Hi @ardnas

Once you've rung 150, select Option 1. You'll then have to confirm your identity as the account holder via phone number details or account number+area ref details. Choose your preferred route to verify your identity. Once done that it will give you the main menu options. Of which Option 4 is one of those.

______
Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
Tags (2)
0 Kudos
Reply
  • 4
  • 0
  • 0
ardnas
Joining in
35,711 Views
Message 7 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?

Thank you, I will give that a try.
0 Kudos
Reply
  • 15
  • 0
  • 2
Gr8m8again
Tuning in
35,647 Views
Message 8 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?

Found your reply and sorted. Many thanks. Yesterday had gone through Philippines & India but was met with 1. Poor line to Philly and 2. a "this is it" in India. Both good people but lacked Customer Focus. Exact opposite in UK. Was able to discuss options and arrive at a satisfactory solution, outcome is we're staying with VM. Happy Customers. When will VM learn that cost savings to them doesn't always result in satisfied Customers.

  • 1.66K
  • 243
  • 417
av-115
Super solver
35,620 Views
Message 9 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?

My experience varies with this. Sometimes when discussing a more complex issue, speaking to someone in the UK with an accent that is easily understood on a good quality line is what's required.

Other times, I'll ring customer services about something and they'll give me a thousand reasons why they can't do what I would like them to do. Then I'll ring sales or faults which are both part-offshore, get put through to India and they'll just get on with it.

What I'm trying to say is UK call centres = better/more helpful isn't true in 100% of cases.

--------------------------
TV: XL TV + Sky Sports (V6 & V+ HD)
Broadband: VIVID 200
Phone: Talk Unlimited
0 Kudos
Reply
  • 11
  • 0
  • 0
Neil2080
Tuning in
13,331 Views
Message 10 of 14
Flag for a moderator

Re: How can I speak to a UK call centre?

in my experience it is always better speaking with UK rep. had so many false promises, stupid suggestions, blatant lies over the same problem over a 2 month period all from the Indian call centre. in the end i threatened to not renew my contract im May unless i spoke to a uk rep. spoke to a guy from scotland on Monday who sent an engineer wednesday who contacted networks who confirmed it was a utilazation issue and a ticket was raised to sort it. this i knew but instead of the people in India admitting this or sending an engineer they came up with every lie / excuse in the book!

0 Kudos
Reply