Have I a contract or not

[MicheleB]

" I rang 150 and after much hassle got through to a human."

How did you manage to talk to a human being?

I tried yesterday (19th Sept) and couldn't, not even online.

[MicheleB]

I tried again to contact VirginMedia.

Found a box "Message us". Clicked on that box and got a QR code and those words: 

"Easy and convenient help through our messaging service, available 8am to 8pm, Monday to Saturday. Our team typically reply within 2 hours."

I can't scan the QR, so what next?

[MicheleB]

Yes, they sent me a link but my mobile is not a smartphone so can't follow on the link.

I only ever had a password which seems to be now called "account memorable word".

If anyone insightful is reading, please send a link to my email address or ask someone to call me..

The problem is that I disagree with the massive increase in my contract from next month. They can change their contract with me but I can't negociate, how unfair is that?

[MicheleB]

Didn't know Virginmedia had changed hand. That might explain why I can't get through on the phone as I used to.

I would like to know how to start my own query.

Thank you.

[newapollo]

Hi @MicheleB 

I've created your own thread for you, and merged your messages into that thread.

The memorable word (security password aka telephone security details) would have been set up when you first joined VM and is generally along the lines of  mothers maiden name, first school, town of birth, favourite pet or favourite pets name

VM Staff can send a reminder of the word to your home address

Staff can also ask different security questions, usually account related, such as bank sort code, account email address, date and amount of last payment,  so have your latest bill handy if possible.

[MicheleB]

I joined Virginmedia 13 years ago and only ever had a password which has not changed, never a memorable name, and I can't follow links on my basic mobile phone.

I want to talk to retention because I do not accept the £11.00 increase (25%) imposed by Virginmedia.

Please give me their number or shall I lodge a complaint? What is the email address to lodge a complaint? It is not anywhere on the website.

Thank you.

[newapollo · Accepted solution]

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@MicheleB wrote:

I want to talk to retention because I do not accept the £11.00 increase (25%) imposed by Virginmedia.

Please give me their number

The quickest contact method is by calling either 150 from a VM landline or mobile, or 0345 454 1111 from any other phone, call around 8am if possible when lines first open and are least busy.

or shall I lodge a complaint? What is the email address to lodge a complaint? It is not anywhere on the website.

VM don't have a customer facing email address.   

How to make a complaint and associated links to make the complaint are on the following page

https://www.virginmedia.com/help/complaints 

Thank you.

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[Ilyas_Y]

Hey @MicheleB, thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about the trouble you are having when try contact us. 😞
I will assist you on this and send you a private message.

Kind regards,
Ilyas.

[MicheleB]

Thank you Insightful Dave.

Calling at 8 am with my correct password characters was a good idea, but mostly, instead of pressing 2 "Bills and Payment", I pressed 4 "Thinking of leaving us" and bingo, I got straight to Retentions where a nice lady (with an accent I couldn't always understand) offered me a price with only a small increase, which I accepted.

Have a nice day everyone dealing with Virginmedia.

[Ilyas_Y]

Thanks for the reply @MicheleB on the forums.

I'm glad to hear out team has assisted.
Let us know how it goes with the new deal.
Reach out to us if you need anything.

Kind regards,
Ilyas.