Virgin Media Community

[Thesaint1967]

Hi 

My current deal is to expire.  i have tried to speak to retentions team but they are unable to help .I want to speak to a U.K call centre as find it difficult in getting my point across. 

Thanks

Anthony Knowles-Carney

[newapollo · Accepted solution]

Hi @Thesaint1967 

All of the calls via 150 or  0345 454 1111 go through the same IVR and the first available agent answers the call irrespective of where they are located.

The majority, if not all of the retentions team are UK based, so perhaps you spoke to offshore and where not transferred directly to retentions (options 1,1,4 and 4 if calling 150 from your VM landline)

I don't know if the number on the price rise web page(info below)  puts you into a direct queue to retentions (thinking of leaving us) but you can try it instead of 150.

https://www.virginmedia.com/help/PriceChange2022/Broadband 

What happens next?

We hope you’ll carry on enjoying your services with us. But if you decide not to, you can change or cancel your package at any time before the date stated on your email or letter, without paying any cancellation fees.
Simply call us on 0800 052 2001.

[Zoie_P]

Hi Thesaint1967,

Thank you for your post. 

I am sorry to hear you are having issues with reaching our team I know this must be frustrating, we cannot make package changes or offer new deals from here. I would suggest following @newapollo's advice.

Zoie

[Ro811]

Number does not work

[newapollo]

Hi @Ro811 

There's no guarantee that you'll get a UK call centre, however 150 from a VM phone or  0345 454 1111 from any other phone still work.

You have more chance of speaking to a UK operative if you call around 8am, plus the call queue is generally shorter at that time.

[Ro811]

I think its time to say goodbye to Virgin.........

[Matthew_ML]

Hey @Ro811, thank you for reaching out and I am sorry you are struggling to get through to us.

Unfortunately we don't deal with package changes on the community. 

However has mentioned by some members they have given a number which you could try.

We do have contact centres all around the world in order to help our customers. 

You can also look at deals your self by going into this link. 

I hope this does help. Thanks