Unable to contact customer service

[dafino]

I've been unable to reach anyone on the phone, and my texts, WhatsApps and web chat messages have gone totally unanswered. Is there a customer service agent on here who can help with with managing my account?

[Tudor]

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[dafino]

Yes I'm aware of the number, thanks

[Reece_MH]

Hi dafino 👋

Thanks for posting, and welcome back to the Forums.

I'm sorry to hear you've had some trouble getting in touch. If you could expand on what you need assistance with, we'll certainly do our best to help out.

Cheers,

[dafino]

Hi, thanks for responding. I am moving house and the person who is moving into the house we're leaving is also a Virgin customer and appears to have initiated a cancellation on our behalf, as I've received emails and texts from Virgin saying "we're sorry you're leaving us on Friday 8 December". This is fine by me but I want to:

• Check if there's anything I need to do to confirm the cancellation from my end?
• Let Virgin know that you don't supply broadband at my new address (I can provide a mortgage statement) to avoid cancellation charges, which this article confirms I should not have to pay: https://news.virginmediao2.co.uk/virgin-media-o2-ends-charges-for-off-net-home-movers/

Thanks

[Reece_MH]

Hi dafino 👋

Thanks for coming back to us. I'm sorry to hear about the confusion this has caused. If a cancellation has been processed by our team on behalf of the new tenants, but you have had no contact with us, then this would mean our team have attempted to contact you but have been unable to do so.

As you're moving home, to a non-serviceable address, it would be best to call our Movers Team on 📞 0345 454 1111 (Opt 4 - Opt 3), to notify them, as we cannot do this on your behalf via the Forums. They will then raise a specific case on your account, which will then allow you to submit the proof of new address. 

Once we have received the documents, the team will waive the Early Disconnection Charges.

Please do let us know if you need anything else, and we'll be happy to assist.

Cheers,

[Atwal21]

To be honest virgin is a shambles when it comes to customer service. It’s disgusting. They should be reported!