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annanour
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No respect to customers

Hello,

I have started as early as 9am today with virgin- the reason was to upgrade my service. during ongoing chat which i was disconnected few times, moved to different services, i even decided to leave virgin due to disrespectful service. 

the only thing i wanted was to upgrade my current account and remove a sim card. 

seems impossible.

it is 1:37pm and i am still waiting for a respond on chat. last message i heard was at 12:36 saying that i will be moved to a different person.

 

what is happening with virgin? i have been with you for years but never faced such a disrespectful service! 

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Hollie_B
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Message 2 of 16
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Re: No respect to customers

Hi there Annaour. 

 

Thank you for your post. 

 

Sorry to hear that you've been having issues with the chat service and with cancelling your SIM card. We are very busy at the moment and the chat service is a messaging tool, so there will be delays in replies. 

 

Just to clarify - do you have the Oomph bundle at the moment? Are you trying to change the home service package, as well as cancel the SIM? 

 

Thanks, 

 

Hollie_B

Hollie - Forum Team


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annanour
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Re: No respect to customers

Hi Hollie_B,

 

Yes, i have Oomph bundle and i am trying to change it and cancel the SIM.

 

Regards,

Anna

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Hollie_B
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Re: No respect to customers

Thanks for the confirmation Anna 

 

I'm afraid that we're not able to do package changes here, you would need to call the team on 150 ./ 03454541111 or text us on +44753 305 1809  and the team will be able to change the bundle and then remove the SIM. You will need to do the bundle change first. 

 

Thanks, 

 

Hollie_B

Hollie - Forum Team


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annanour
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Re: No respect to customers

hello,

 

thank you. i texted and got no reply.

 

 

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Hollie_B
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Re: No respect to customers

Sorry to hear that Annanour 

 

When was it that you text us on that number? It can take the team up to 72 hours to get back in touch depending on how busy we are. They will do all they can to get back to you ASAP. 

 

Thanks, 

 

Hollie_B

Hollie - Forum Team


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annanour
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Re: No respect to customers

i texted after you gave me the number. i can wait 72hrs

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Hollie_B
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Message 8 of 16
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Re: No respect to customers

Thank you for messaging the team. They will be back in touch soon. Thanks for your patience 🙂 

 

Hollie_B

Hollie - Forum Team


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annanour
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Message 9 of 16
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Re: No respect to customers

still no contact from virgin.

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Emily_G
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Re: No respect to customers

Thanks for the update, when you text the team did you go through some automated questions? Have you tried texting since to update your query? 

 

Thanks, Emily.

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