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Unable to contact customer service

dafino
Joining in

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?

5 REPLIES 5

Tudor
Very Insightful Person
Very Insightful Person

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.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Yes I'm aware of the number, thanks

Reece_MH
Forum Team
Forum Team

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,

Reece - Forum Team


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dafino
Joining in

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:

Thanks

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,

Reece - Forum Team


New around here? To find out more about the Community check out our FAQ