Forum Discussion

dawnhlta's avatar
dawnhlta
Joining in
2 years ago

Poor Customer Service

Contacted customer service online, gave them my mobile for WhatsApp conversation. Completed all security details that was at 17:17 managed to get someone to acknowledge my issue (a price hike of £70 when my contract expires), they went off to look at deals for me, then I got a message saying they were really busy at this time and I needed an agent to deal with my issue. I'm still waiting and it is now 20:00 so they are now closed. I don't think I will be renewing my contract at this rate. £70 a month when you are retired is extortionate. Has anyone else had this? any advice

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 years ago

    Don't bother with any other method than phoning at 8am when the lines open. Hopefully you get the guys based in the UK, rather than a third party call centre like Capgemini who work off a script as they have no clue otherwise.

    Make sure you call 150 from a Virgin landline or mobile, or 0345 454 1111.

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    2 years ago

    Hi dawnhlta

    Thank you for your post and welcome to our community.

    We are sorry for the wait time on the WhatsApp service.

    If preferred, the team can also help over the phone with package reviews.

    Please call 150 from a Virgin Media Landline or 0345 454 1111 from any other phone. 
    Please let us know how you get on.