Said 'Hi' on WhatApp at least times and still nothing

[AVGVSTVS]

Been moved to a WhatsApp chat at least 4 times to discuss my new billing after agreeing to make changes on my contract, V6 to 360 as such. But I am getting no response.

What's going on?

[RavenLunatic]

Last time I used WhatsApp it took several hours before I got a response.  It is my understanding that telephone calls get priority,

[newapollo]

Hi @AVGVSTVS 

@RavenLunatic is correct, telephone calls do take priority.  If you have a VM landline then it's a free call by dialling 150. You can also dial  0345 454 1111 which is a free call included in most call plans, as it's the same as dialling an 01,02,or 03 number, however on some calls plans you need to redial after 1 hour to keep it as a free call.

 It you don't want to use the phone then it might be quicker contacting VM using Social Media by either messaging 

Facebook: https://www.facebook.com/virginmedia  or Twitter: https://twitter.com/virginmedia

[Ashleigh_C · Accepted solution]

Hi there @AVGVSTVS 

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

I am so sorry that you have faced this issue when trying to speak with us. Can I ask what the query was and we would be happy to help here if we can?

[AVGVSTVS]

Hi Ashleigh

To cut a long story short. Last Wednesday, 2nd October, I agreed via Web Chat to replace an old TIVO box for a 360 box and upgrade 2 V6 boxes to 360. I was informed that delivery would be Friday or Saturday but so far, nothing has arrived.. Also later on that Wednesday, I received an email notifying me of the changes with a large increase on my monthly bill which was much too steep.

Over the next couple of days I tried to contact via Webchat again to discuss my new bill only to switch to WhatsApp at least 4 times where I hd received no contact. I had no choice but to phone up despite myself being hard of hearing. I had a difficult time with the first operator whose dialect was difficult to follow before I was put through to the retention team where I was helped by a very kind Scots person.  It was agreed my billing was fixed to a more reasonable level which I accepted and received an email confirmation with a new 18 month contact beginning now.

My main concern now is the delivery of the new box and upgrade package which there is no mention on MyVirginMedia account of any orders made. If I don't receive the new box over the next couple of days, I will phone and demand my delivery's status before I will make a complaint if necessary. I must point out the current level customer service is of a very poor standard than it was previously.

Thanks

[David_Bn]

Thanks for reaching out to @AVGVSTVS, and we're sorry to hear of the issue experienced with the customer services when attempting to upgrade your set top boxes to our new 360TV services.

I'd be happy to look into this for you so we can gain some clarity of the whereabouts of the delivery and the pricing of the services with the upgrade issued without charge.

Check out the envelope in the top right hand corner for my private message

Thanks,

David_Bn

[AVGVSTVS]

a loyal customer since my Telewest days for 22 years. This is the worse i've come across. 

Losing my patience 

[AVGVSTVS]

Bring back the UK call centres

[shazz]

It's really bad.   

[AVGVSTVS]

Tell me about it. Doesn't seen to be any work ethic at these overseas call centres.