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I need to speak to VM about an issue but I simply cannot get in touch with them?

DarkAutumn3D
Joining in

So this is a bit of a terrible cycle to be in. Over a month ago I signed up with VM. They sent an engineer out to install a line but the engineer informed me that he'd need to come back another day because he could only install it into one room that was, at the time, not accessible.

I got a text telling me that the engineer would come to the property on the Monday but they never showed up.

Now VM are still hounding me for bill payment yet they are expecting me to pay for services that I cannot even access?

Whenever I try to live chat with them, I wait for over 2 hours and never actually speak to anyone. I try to call them to talk about the situation but, in a nutshell get "please pay your bill. bye!" from their automated system.

Oh I will gladly pay my bill once I can actually speak to a real person and get all of this sorted out, but VM is hiding behind an automated system. I am categorically refusing to pay my bill until they speak to me and get an engineer out so that I can access the thing that they are demanding money for.

Is there any way that I can contact them and get through to an actual person? I tried live chat again and it said "our team are taking a well earned rest.. see you at 8am! 🥱" A "well earned rest from WHAT?" You never answer the live chat! I swear the live chat team have the easiest job in the world. They probably just clock in, sit there all day ignoring live chat, then clock out.

So far they are wanting £130 from me yet I haven't even been able to use the services and I'm not going to pay them until they allow me to speak to an actual person, in order to fix this issue.

If they don't get this sorted, I'll be taking them to OfCom.

3 REPLIES 3

DarkAutumn3D
Joining in

TERRIBLE CUSTOMER SERVICE!

I have explained to this Whatsapp "person" that there is no line installed, thus there is no Hub installed. I have explained this to them THREE times now, but they keep saying:
"I am working on it.

Please confirm if the light on the hub or red or any other to help you better."

What part of this do they not understand?!?!?

It's like a generic bot PRETENDING to be a person!

You say they don't care about OfCom but this person will care when I cause them to lose their job. I have explained, in detail THREE times now but they just keep saying the same thing over and over "CHECK THE HUB!" There is no HUB to check because there is no line installed!

jpeg1
Alessandro Volta

No one will use their job. They are just following VM scripts which are designed that way.

Hopefully a VM person will find this thread before too long and offer to help.

But you know now what VM's customer support is like, so set your expections accordingly. It doesn't get any better.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Hi @DarkAutumn3D 

Welcome to the community forums 

So sorry to hear of the issues you've had when trying to get your installation completed. 

We can see on the systems at our side that you've spoken with the team since posting and have things in place to get this sorted for you. 

Please do keep us posted should you've any further issues at all after this and we can certainly support further if needed.

Here to help 🙂
Virgin Media Forums Agent
Carley