I am as i type here having issues with trying to sort out my account with the online chat. Firstly the agent was stalling me with verification, then not answering back and I have been answering identification questions for about 2 hours, whilst they verified my details etc and saying that my password was wrong - even though it wasn't wrong I complied and it is now changed :(. That took 1/2 hour for them to process. I asked my questions again, then he was accessing my account, then going away for minutes etc, coming back asking more questions - at present I have now been connected to the chat for nearly 3 hours, the agent said they had some connection problems and that they were transferring to their manager. The last message was to say sorry for the delay. I have sent further messages for last hour, which have been read but not replied to. The last of these messages the agent has now not read. I have copied and pasted onto a word document the chat as there is no transcript email possible. What else can I do - it is a bit ridiculous the amount of waiting time.
Thank you for your reply. I want to cancel a channel, cancel a box rental that I'm not using and talk about my high cost account. I thought I was doing the right thing by not phoning but the issue with the chat has happened twice now and the cost of the channel is so expensive. £169 a month I am paying for these services and it's having a huge impact on my life as my husband isn't working now. It's crazy that I'm going into debt because Virgin doesn't care about me, loyalty means nothing these days.