I have been attempting to contact Virgin Media for almost two weeks without success. We are moving to a location that isn’t serviced be Virgin and need to cancel our service. I have tried phoning (unable to reach the Disconnections team, or simply informed that all operators are busy and to call back again later), the Virgin website (just get directed to the message bot or the (overloaded) phone number) and the message bot system or several occasions (work through the automated message screens, provide the information and informed that someone will call, but it could take up to 45 minutes - never received a call). I’m waiting for the callback again - so far been waiting for an hour and a half.
That was my first point of contact. I’ve been through 5 sessions with the message bot taking my details and promising me a call from their service team already (I’m waiting for the call back from the latest go round at the moment). Add in 15 attempted calls to their customer service line.
Latest attempt. More than a dozen attempts to get through on the phone. Finally got through and put on hold for about 40 minutes. Finally spoke to a human who was helpful, but had to transfer me to another department. Back on hold for another 20 minutes listening to Virgin adverts. Then it shifted to a ringtone for a couple of minutes before disconnecting me - again. Third time through this routine. Back to the start again - now on hold once again. This is a farce.
By the way - I’m getting very sick of your four song “on hold” music loop....
I had a similar experience yesterday. Was holding on the phone for almost two hours. Finally the phone cut me off. I've now got to go through the process all over again. Very annoying to say the least.
Calling us would be quickest on 150 // 0345 454 1111 or you can text us on 07533051809 and we can assist further. Text replies are not instant and are automated at the start to get you through to the right team.
Alternatively, you can write to us at this address; Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG