My plan this morning was to phone Virgin Media, keep my services however, change them slightly as my bill has gone up. HOWEVER... I have phoned THREE TIMES now, listened to hold music THREE TIMES for at least 20 minutes each time and been hung up on THREE TIMES and still haven't spoke to anyone.
I now have a change of heart.. CANCEL MY SERVICES!
Same thing happened to me. I rang for a similar reason to re-negotiate my expired contract if i could. Called them 10:07am today. After 20 mins of being on hold several times and speaking to someone who sounded like they didnt know much, they hung up on me whilst I was supposed to be transferred to the retention's team. No call back or anything. Been a customer over 10 years and im well annoyed for wasting my time!
It's shocking isn't it? All they want to do is sign you up, take your money and if you have any problems afterwards they aren't interested. I'm hoping they respond to us however, I won't hold my breathe.
I may try ringing again later this afternoon or early evening. I have this feeling there probably a reduced number of staff in the early morning and we may get better luck later in the day when there may be more experienced staff around. It felt like i was talking to some kid who didn't know much and didn't have anyone higher level to check with. I was put on hold several times through the call where it was just silent and no music.
This is unlike last year and years before when i have spoken to staff who knew what they were doing and were very courteous and prompt in sorting out new contracts and retention's.