Virgin Media Community

[db2212]

Hi,

I have spent the last hour trying to talk to someone about changes to multiple accounts. I can't install the app sent to my phone, I can't connect on WhatsApp and I can't find anyway to actually speak to someone despite being given multiple numbers to call.

Can anyone help please?

Doug

[japitts]

To speak to a VM-CS agent, 0345 4541111 is your friend. Or 150 from a VM phone.

Otherwise, explain the basics of your issue on here and VM staff may be able to assist by forum response.

[db2212]

0345 454111 is my friend?!?
I hope to never have enemies that unhelpful.
I spent the best part of an hour trying to use that "friend" number before giving up and coming here.

I have several accounts that I'm paying far too much for. I just want to get a better deal or to understand how to leave to get better and cheaper deals with other providers

[newapollo]

Hi @db2212 

I'm afraid the forum team can't process regrades or cancellations.

The numbers provided by japitts are the correct ones to contact  VM. Select option 4 (thinking of leaving us) It's best to call around 8am when lines first open and are least busy to avoid call queues

Retentions (thinking of leaving us) 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 then negotiate a deal with them that's suitable to your pocket and needs in exchange for a new contract. Or failing that you can place your cancellation with that team.

You can also text VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112 but phone calls take priority and these methods can take 4 to 6 hours. Currently these two methods will take far longer due to the price increase emails that are being sent out.

[db2212]

That number is useless.
When asked to enter account details, it doesn't recognise the account.
It then sends a link to download an app which I can't install on my phone.
Hence the request for someway of actually speaking to a real person. It really shouldn't be this difficult. Unless VM really don't want to make things easy for people

[newapollo]

---

@db2212 wrote:

I have spent the last hour trying to talk to someone about changes to multiple accounts

That number is useless.
When asked to enter account details, it doesn't recognise the account.
It then sends a link to download an app which I can't install on my phone.
Hence the request for someway of actually speaking to a real person. It really shouldn't be this difficult. Unless VM really don't want to make things easy for people

---

Hi again Doug

Have you tried entering one of your other account numbers? Or don't enter an account number and you should be placed into a queue and the call will be  picked up by the first available agent.

The My Virgin Media app should work with compatible Android 7.0 or iOS 12 or later mobiles or tablets.

You might also be able to chat online using the  cancellation messenger (when available) on the following page.

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

[db2212]

I tried not entering any numbers in the hope that a human might eventually do something, but that didn't work.
I haven't tried using another account and, to be honest, I really don't want to waste any more time trying.
No idea which Android version I have, but the phone's 6 years old and needing replaced. It's a shame VM aren't more helpful - they might have got a phone deal out of me.
I'll try the cancellation messenger.
Thanks for your help

[Kain_W]

Many apologies for the issues faced db2212,

Welcome back to the community.

Do try our messenger service for this matter, also just to clarify has no offers been made?

Regards,

[db2212]

I eventually managed to start the process on WhatsApp. It was automated but just as I was about to be transferred to an agent I realised it was after 21:00 and there wasn't going to be a response. My fault for not managing it earlier.
At least I made some progress!

Doug

[Adri_G]

Hey db2212, thanks for replying back and for the update.

Glad to see you're getting somewhere with this, please bear in mind this is not an instant messaging service and may take longer to respond when busy, however you'll receive a reply within a few hours max so please keep an eye for new messages! 🙂
As you noticed, our lines are open 8am-9pm on weekdays and 8am-6pm on weekends and bank holidays - FYI.
 

Anything else we can be of help with, please do let us know.