I have been trying by telephone and web chat to contact VM. I want to cancel the contract as it is due to expire - I get through to long wait time phone queues and web chats that increase in waiting time! Can anyone please advise if there are more direct contact numbers rather than the 03454541111?
I'm afraid only perseverance - and eventually managing to get through to an adviser who listened to me and put me through to Customer Relationship team. They were excellent (customer relationship team) in fact and I am now hopeful that ongoing issues will be resolved by engineer visit. I elected to stay with VM for another 12 months as a result.
I have been trying all afternoon to get some action on complaints. I have been told lies, transferred to three diferent departments the last of which never connected to an operator and exactly one hour after dialling 150 I was cut off. Rather than give help they think you will just give up before your hour is up and not bother them again. Why can't we have a UK only customer service number? I've found from experience that on the rare occasion I have got a UK operator problems usually get solved, now it seems to be the opposite because you get connected to who knows where.
I lost hope of anything being solved when online help told me it hadn't gone to the page I wanted and resorted to the dreaded 150 lottery and it didn't get much better when it took about 5 minutes just o get my account displayed and the operator apologising every 15 seconds was annoying to say the least. Then the timetable went like this (I've learned from experience to take notes)
Elapsed Time from Dialing
02m 15s Spoke to human, not much use at all
07m Account finally appears on screen
18m 07s Transferred to technician
21m 50s Connected to Technician also not mch use either
31m 20s Transferred to Gadget Rescue. Why, who knows
47m 40 Transferred to Mobile Dept
54m 20s Connected to Mobile Dept
54m 58s Disconnected
All in all I wasted lot of time, frustration and no further on in getting my three complaints sorted. I have yet get anything solved by offshore operators and I can't waste time hoping that I might be lucky and get an operator that a) I can understand; b) that can understand me; c) Knows what they're talking about; d) be honest
Some simple solutions that used to be flagged ona page, like clearing cookies do not get flagged when they used to on email but I got offered a check of my system for an undisclosed payment, is this simply a lack of an operators knowledge or is VM using any means possible to extract more money. The jury's out on that one.
I have no intention of trying to type all the details of my complaints, one about mobile, three about bradband, and one about tv. I need to speak to an operator that can actually do something and most importantly be honest and not use the cut off button.
Your reply seems to be a stabndard format, I hope this is not going to continue and I keep getting more of the same in the hope I will give up because I can assure you of one thing and that is I WON'T