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

Sorry to hear of this Kittyhol, the team should be processing a cancel if you ask for this to be done. We cannot put any cancel through from here, if you'd like to cancel this can be done over the phone or in writing to the below address. Would you be willing to give calling into us another try and we can try to offer you a better deal or cancel your services, if that's what you want to do.  

 

 

Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG

 

Regards

Steven_L

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


@Kittyhol wrote:

This didn’t work for me- my bills been increased to £100 and in the email it says if I contact before the 23rd September I can cancel packages and not be charged well first call through to India the guy was stroppy because I refused to take his offer of a package for £99 told him I want to downgrade remove movies and reduce the package he said what about the phone well just take that off too- then put me back it the queue for 25mins for me to be then cut off- I rung back after a bit and got through to India again he offer to take movie off and charge me £75 I asked about changing to the big+drama package and he said it didn’t exist and he couldn’t match sky packages and disregarded the I’m on the virgin website and talked over me and kept saying I’d loose sky1 I watch one program on there and it’s on a season break- he kept saying about my sports package which I don’t have rather than movies and going oh my mistake then offered the basic package for £56 then muttered something about keeping my current tv package but for £60 then said how much did I offer you it for I said £75 so he changed the basic package to £60 rather than the £56 saying he can’t apply discounts he said I’d have to pay the £100 for a month as he can’t change it for 30 days then made a note on the system as I said I might just get everything taking out he didn’t care about retaining the business- I have the screen shots off last years chat where I was upgrading and they offered me £50 credit and I’m still waiting for that I did ring up as she had changed my broadband and asked about the credit which was on the record as being offered but I never received, the off shore call centre be it on the phone or chat make up what they want and I’m seriously considering just getting them taking out and going back to freeview my issue is I love the quick broadband but they never offer current customers good deals and get stroppy with you if you turn their crap deal down I work through the day so it’s difficult to actually talk to someone that I can understand and doesn’t lie and change what they say and backtrack when you question it and become stroppy I find it shocking how bad virgin customer server actually is but then again I know how they treat their staff in the UK so I can only imagine how bad they are off shore where there’s less workers rights


dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

offshore are an absolute joke - some of the suits at VM should ring them and see how bad they are - follow that - they play with the messages and the numbers to press - it used to be options 1 - 4 - 5 but you need to be specific and go for technical issues after the thinking of leaving - should get you a UK agent - if not hang up and try again 

____________________

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

Well I’ve gave the call centre another go finally got through to someone after 15mins for them to cut the call so I had to ring back got through to someone after 10 mins for them to make up different prices £89 where I was offered £75 and £59 for going down to the bare minimum package which is £30 if I was new- he said yeah but that’s for new people didn’t understand why I wouldn’t accept 1/2 price movies for 6 months after I’d said I want them removed, I asked about the big+drama package and he asked where I’d seen that it’s on the VM website are call centre people not informed of what things are called- he then said I was already on that no I’m not I’m on the next one up, when he said he couldn’t give me the basic package, plus internet & phone for less I asked about just having internet and he pulled the “I’ll transfer you to the specialist department” and said so “not to waste my time” so put me back in the queue and after 30 mins I gave up as clearly he’d just put me to the back of the queue as he couldn’t be bothered to help as I was through to the retentions department- how hard is it to cancel services you’re all happy to add them but not to reduce or remove I’m now at the stage where I just want VM TV out or be offered something that is close to what a new customer would get as loyalty isn’t recognised if Sky did decent fibre I’d switch to them (still might) as I can get the same package as I’m on (without movies) phone & fibre for £26 a month and depending upon which person answers it could be anything from £75-£89 if I stay with VM so if you have an idea of how I can speak to someone in a call centre that has more than 1 brain cell and a spine to actually offer me a decent offer and deliver it- not just lie and say I can have it then not give me what they’ve promised I’m open to suggestions  

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

Hello Kittyhol,


Sorry to hear this but thanks for your thorough explanation 

Sadly we have no access to package changes on our Forums 

If you doneed to discuss this agaion with out calling 

You can text our cable specialists on 07533051809 we’ll be able to get this sorted out for you. Texts are free for Virgin Media customers, and we’re open 8am-7pm Monday - Friday

 

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

It's my opinion that Virgin have zero regard or sense of loyalty to their longstanding customers, yet appear to bend over backwards in offering mouthwatering deals in an effort to entice new customers.

I'm about to completely lose all my loyalty discounts, added to which I am not going to be able to renew my Rental Line Saver, which expires in January 2019. As a result, if I stay with Virgin, my monthly bill will massively increase in the new year.

In the last couple of weeks I have twice tried ringing the cancellations dept to voice my concerns. However, each time it appears I have only been put through to what I presume is general enquiries in India/Philippines? This has resulted in me being offered the most miserly of discounts, added to the feeling there was no real communication with the person I was speaking to, notwithstanding their civility and courtesy.

At present I'm hanging fire,because I still have an active RLS. However in January/February when my charges increase significantly I will leave Virgin, even if it is with a heavy heart.

Because of this I am now looking at all the options available and am very impressed with the kind of deals that appear to be on offer from firms like EE and Vodafone.

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


@regentroad5 wrote:

It's my opinion that Virgin have zero regard or sense of loyalty to their longstanding customers, yet appear to bend over backwards in offering mouthwatering deals in an effort to entice new customers.

I'm about to completely lose all my loyalty discounts, added to which I am not going to be able to renew my Rental Line Saver, which expires in January 2019. As a result, if I stay with Virgin, my monthly bill will massively increase in the new year.

In the last couple of weeks I have twice tried ringing the cancellations dept to voice my concerns. However, each time it appears I have only been put through to what I presume is general enquiries in India/Philippines? This has resulted in me being offered the most miserly of discounts, added to the feeling there was no real communication with the person I was speaking to, notwithstanding their civility and courtesy.

At present I'm hanging fire,because I still have an active RLS. However in January/February when my charges increase significantly I will leave Virgin, even if it is with a heavy heart.

Because of this I am now looking at all the options available and am very impressed with the kind of deals that appear to be on offer from firms like EE and Vodafone.


look at other options - they all work the same system - new customers get the best deal for a year or 18 months

but add one other option - give 30 days notice and wait for outbound retentions to contact you with an offer that will be better than anything they offer you if you ring them

they may not ring - it seems a bit of a lottery and accept [or not] what they offer as it tends to be a one off call

not as it should be but it can work in your favour - just have your potentially new supplier in the background in case they dont ring

____________________

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

Hi regentroad5,

 

Thanks for posting. I am sorry you feel this way.

 

The team would offer you the best deal for the package requested when you called in.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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

They never offer the best package straight away !!!

Non-uk call centres have very little leeway to offer anything, the only time i have got deals is from retentions in the uk. Even then they do not offer the best deal straight away.

However, they often don't actually stick to that deal and start you on a new contract and DON'T give you what they promised !

Always research what else is out there so you can ask them to match it and ALWAYS be prepared to walk away.

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

Thank you Tony for your reply. 

Yes, I'm aware of this game of brinkmanship that one has to engage in with Virgin sometimes, and I may well have to do this, although I wish I didn't, and I think also I shouldn't have to, having been with Virgin "for ever".

Just confirms me in my previously expressed opinion about Virgin.

And yes again, most firms offer their best deals to newbies, but I would argue that even when these end, they are still cheaper than Virgin.

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

Hi John_GS (Forum Team),

Please can you tell me why when pressing 1,1,4,4,2 on two occasions, which is meant to connect me to the "thinking about leaving"department, each time I found myself speaking to somebody offshore in general enquiries?

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