Sounds familiar. It was the retention team I was speaking to on WhatsApp before and its impossible to get through on a call at the weekend. They tell you it's a 4 hr wait, and to go on to WhatsApp. They didn't get back to me at all at the weekend and i had to start again on monday.
Even if they do it takes on average 1 -2 hrs to connect to someone and 15 minutes for a reply to each message, their argument being you can carry on with your day so it doesn't matter. Your day is swallowed up because if you dont reply you're disconnected and with small children around I can't do this. Luckily I'm at a desk all day so although it interrupts work, the week is the only option. For others it just wouldn't be possible.
I failed the security passes with your forum team member because I never get to use the password so I have no idea what it is and I can only guess I got the bill amount wrong on the secondary security questions but I now have to wait for a letter to arrive with a password.
You can see how literally days disappear trying to sort out problems and this is why I wanted to cancel in the first place but im now locked into a contract under false pretences and have no choice. The website has broken links everywhere, even the forum boots me out on my phone if I hit back too many times and don't save my password, something I never do.
Whatever happened to the nice Scottish customer service team you used to talk to on the phone? Virgin's customer service years ago was excellent.
Sorry, rant over.