How do customers contact Virgin Media? online chat not working

Hi Maccaman 

Unfortunately he phone lines and other contact methods are extremely busy at present..

Phone calls take priority over other methods of communication and are still the quickest way to contact VM.

You should try calling 150 from a Virgin landline or mobile, or 0345 454 1111 but best to call at 8am when lines first open and are least busy to avoid call queues

If you explain what the problem/issue is then the Forum Team may be able to help although they can't process regrades or cancellations 

Hi Maccaman,

Thank you for your post. I'm very sorry for any issue you've had with contacting the team. 

What is it you need to speak with the team regarding?

^Martin

Chat button is a fraud. Here is the code behind the button. No wonder it does nothing. Really frustrating. 

Good morning Zoie,
I think that the sort of response you have provided is exactly why people get frustrated, angry and feel that the company they are paying for service is behaving badly.  You are defending what is obviously indefensible.  If instant messaging is not feasible then a simple remedy that would reduce the irritation experienced by customers would be to take away the button that suggests it is.  And to be honest I think your assessement of feasibility is wildy wrong.  Amazon manage it with no trouble.  Smoothest return process I have ever encountered.  How?  Online chat.  As a company Amazon dwarfs VM.  So it is entirely feasible, VM just don't want to do it.

For the record, despite a long time on the phone yesterday and multiple assurances from the representative I spoke to that the new package would go live the same day, I've checked my account this morning and am still on the old package.  So even when we do get to speak to someone it seems to be a very dubious time investment indeed.

It looks as though VM are going to make the decision for me. And it isn't going to take 14 days.

Thanks Arissa_H, PM sent.

To ensure there is a(nother) full public record of how difficult it is to deal with VM (credit where it is due, at least the forums are public) I'll echo here what I said to you, minus the personal info.  Hopefully this will help others with their expectation management:

As of this morning the new package is showing when I click my contract.  The contract started on 16th Jan and indicates I should be getting the M500 Fibre broadband. 

Despite rebooting everything I am still only getting 300Mb.  So something is *still* wrong.

Good morning, @newappollo.  Your attempt to assist is much appreciated but it does seem a touch unfortunate that in your haste to defend VM you have posted the table of upload speeds.  I don't think this is what you meant.

For the record we are talking about this page:  https://www.virginmedia.com/broadband/our-speeds-explained

The correct screenshot would have been this one:



You are correct in that my speeds are presently above the minimum speed guarantee but in order to retain my business I was lead to believe that I have been upgraded.  The trouble is that I am getting the exact same speeds, if not slightly less than when I was on the M350.  Therefore there has been no upgrade.  Furthermore, in the interests of full transparency, VM also state the following on the page from which we have screenshotted the data:

"** The expected speed range is the normal download and upload speed that you could expect at peak times (8-10pm, Monday-Sunday). This is in line with Ofcom’s guidance."

So in line with Ofcom's guidance I should, at the time of posting be experiencing speeds of between 499-542Mbps.  And yet this morning the best I can get is 298Mbps.

VM also boast >98% reliability further down the page:

It is strange that since my "upgrade" the only thing I have experienced is the 100% reliability that my connection is not running at the speed I have been sold despite the fact that on the M350 package it always was.

In the interests of those looking at this thread in relation to the original topic (and apologies for hijacking) the VM interaction stats are as now follows:

• Days since original enquiry by phone:  4
• Days since original enquiry on which follow up communication has been necessary: 4
• Time on phone to VM during original enquiry: 1hr 5 minutes
• Number of VM operatives spoken to on phone: 2
• Posts to community forums: 5 (this is the 5th)
• Result: no further forward.  Internet approx 40Mbps slower than achieved on M350 before the upgrade to M500.
• Conclusion:  Communicating with VM really is a grind.

Number of days left in cooling off period: 11

For the record I am using a PC connected to the router with Cat6 ethernet cable that I know to be good as I am getting the expected internal transfer rates.

With the VM router in modem mode I have a solid red light on the front (has always been the case as far as I recall), which according to VM is an indication that the router is too hot.  I have just confirmed the maximum surface temperature of the router (it varies, this was the highest reading I could find anywhere on the body of the unit) to be 37deg C using a Fluke 62 Max IR thermometer.   This cannot realistically be too hot.

Apologies for the oversight.  Final bit of detail as requested by newappollo:

Cable Modem Status

Primary Downstream Service Flow > Max Traffic Rate: 575000085
Primary Upstream Service Flow > Max Traffic Rate: 55000085