I’m having MAJOR issues also trying to contact VM.
Our services went live on Friday 10th June. Prior to this, we were told that a certain channel we wanted would be included - upon installation and after the engineer left, we soon discovered that this channel was NOT available and the TT guide said “call to subscribe”
Initially, as there was an option to live chat via WhatsApp, I chose that option. Agent told me not to worry, channel would be activated if I phoned the next day. I’d spent 3 hours on live chat by this point.
So I phoned the next day, was told by the agent to turn my box off and unplug it and he would activate the channel. This did not work and I was told by the phone agent to go back to live chat!
I did that - another few hours - and guess what, I was told to phone instead of chat as they couldn’t do it!
Phoned back (after getting cut of several times after being on the phone for several hours) and got through ti an agent who said he was going to activate a lifestyle pack and add add a recurring credit to our account so it didn’t cost anything as we were promised this via live chat……got cut off again!
Back to live chat, same rubbish about how I had to phone so I spent 3 hours on the phone trying to cancel everything and go back ti sky. Each time being cut off after an hour on hold.
Tried again via chat - 4 hours of WhatsApp messaging resulting in a disconnected chat after waiting all day for some kind of resolution.
WHAT WAS I THINKING!
I’ve spent practically 2 days trying ti resolve this, getting cut off, being told lies and false promises, one person saying one thing, another saying it’s incorrect.
This is probably the worst customer experience I’ve had and I’ve only been with virgin for a few days!
I hope that someone can reach out to me because this is beyond being funny when I can’t even contact VM to cancel my services and go back to sky!
