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Paulina_Z
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Message 11 of 19
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Re: Dreadful customer service

Hi @kevy107,

Thank you for coming back to us. I'm sorry to hear that you feel this way. I understand that getting through to our team can be quite frustrating. We're doing our best to improve the systems and the experience for our customers.

As advised by my colleague, we have been experiencing some ongoing system issues over the past few days, which could be responsible for the trouble you've been having trying to get in touch with us.

We would advise against cancelling your Direct Debit as this will not stop payments being added to your account. This can result in arrears and late payment fees being added. As well as this, doing so can negatively impact your credit score.

Please get in touch with us on 150/ 03454541111 to get in touch with the team and they will be able to process your cancellation request. You can take a look at our Cancellation Process page for more information about this.

Thank you.

Paulina_Z
Forum Team



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kevy107
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Message 12 of 19
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Re: Dreadful customer service

Seriously??? Phone 150. I've been doing that for 3 days. Try answering the calls.

Steven_L
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Message 13 of 19
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Re: Dreadful customer service

Thanks for your response @kevy107.

If you have sent your cancellation request in writing the team will raise this with the date from your letter and your 30 days notice would start then. 

As I said cancelling your direct debit can affect your credit score, I would advise not to do this.

Regards,

Steven_L

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kevy107
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Message 14 of 19
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Re: Dreadful customer service

Thank you Stephen. No offence but Virgin should be worried about their reputation than my credit score. 

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Anonymous
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Message 15 of 19
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Re: Cannot Cancel virgin media

Where is the online chat option? cant even find it. Been trying to cancel it via phone and got cut off the 2nd time now

kevy107
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Message 16 of 19
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Re: Cannot Cancel virgin media

I've tried all routes for communicating with them. Exhausted it. Terrible. 

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kevy107
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Message 17 of 19
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5th Day Of No Customer Services

UPDATED......

I've never experienced such terrible treatment form Virgin Media and I have been with them since they took over Comtel/NTL. 

Virgin had the audacity to rise their prices so I rang to cancel my contract.

Day 1 in the Virgin house: 28.01.22

I rang and was left in line for 30 mins and cut off. I went onto their live chat, I was left there for over an hour. Then I was moved into a messenger/chat service on my phone. No one for about 3 hours. An agent tried to get me to stay. I said no. I then received a message in the same chat from a bot, informing me that the disconnection office was closed. Fuming.

Day 2 in the Virgin house; 29.01.22 Exactly the scenario as day 1. I mean exactly the same.

Day 3 in the Virgin house: 30.01.22 Exactly the same.

Day 4 in the Virgin house:  Had several conversations on this forum with the  Virgin Forum team. Keep being told the same thing. I appreciate your frustration but we're having difficulties. Really? For over a week (older messages confirmed it) 

Day 5 in the Virgin House: I received another message on this forum " I understand your frustration'' no, you don't,  or you would have taken my details privately and sorted it. And I was also asked " what have you  been advised to do" really?? Have you read my messages?  What part of, I CAN'T GET THROUGH TO ANYONE dont you understand. 

I have just decided to try 150 again.After 30 mins on the line and I was cut off again. 

 

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Anonymous
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Message 18 of 19
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Re: 5th Day Of No Customer Services

I used 03454541111 on my non Virgin mobile at 8am precisely this morning, using options 1, 4, 4 and got through after one ring. 

Okay it was to offshore and I still haven't had confirmation of my renegotiated contract either by email or online but they answered immediately and I could hear other one ring calls being answered in the background.

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Andrew-G
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Message 19 of 19
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Re: 5th Day Of No Customer Services

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