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How do I speak to Virgin?

Joining in

This is driving me mad. I want to make some changes to my package. All the "change my package" links just report "something went wrong". I tried the messaging service but, after working out the QR code takes you to WhatsApp, so setting that up, it just tells you to do it online. There is no other phone number listed any more.

I can't believe that Virgin customer service has actually managed to get WORSE since last time I changed my package 😞


Very Insightful Person
Very Insightful Person

Hi Rob38 

A lot of people are affected by the 'Oops' message, myself included. You should contact the retentions team and either negotiate a new deal or palce a cancellation request with them.  The best method and time to contact them is to call  150 from a Virgin landline or mobile, or 0345 454 1111 from any other phone, but best to call at 8am when lines first open to avoid call queues.

Choose option 4 retentions (thinking of leaving us) They are generally based in the UK, and have a greater degree of knowledge and flexibility, along with a larger range of discounts than the front line agents. Hopefully you can negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract.

You can also text VM on 0753 305 1809 but phone calls take priority and this method can take 4 to 6 hours, probably longer.

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Forum Team
Forum Team

Hi Rob38,

Thanks for posting and welcome to our community  😊

Sorry to hear you've had some difficulty getting in touch regarding your package. 

We can see newapollo has advised how best to get in touch, and can see you've been able to.

If you do need anything else please let us know.



Dialled in

I’m having the exact same problem. I was invited to renew my contract via email at a price I was happy with but the order didn’t go through despite receiving a confirmation email with an order number.

Tried calling retentions and got through to an Indian call centre who weren’t that interested and tried to offer me different deals that were more expensive claiming that they don’t have access to the same deals that the web team do. Also tried WhatsApp and online chat to no avail and an agent on here wasn’t able to resolve the matter either so I’m left with no choice but to leave.

Hope you have better luck than I did. I just hope my cancellation goes through with no problem.