Change mobile contract

[Vicariously]

Received a letter today from Virgin about my mobile account. It offers a new contract at £5.25 10 GB Data unlimited mins and texts.

I should phone 789 so I did. Electronic voice 5 choices none close to the one I mention above.

Very odd? A scam!?

[Robert_P · Accepted solution]

Hello Vicariously

Sorry to hear of the confusion caused by the recent correspondence received relating to your mobile account.

We can confirm that the mobile number given to speak to the team is for our mobile team, one of the options should be to speak to a member of the team. They will be happy to look at the account and tariff for you, they can be contacted on 789 or 0345 600 0789.

Rob

[Vicariously]

Thanks for this Rob,
I phoned twice on 789 I didn't hear an option to speak to a team member...that may be my fault. So I'll try again tomorrow.

[Natalie_L]

No problem at all Vicariously. 

Please do let us know how the call goes and if we can assist in the future. 

Thanks, 

[Vicariously]

Hi Nat,
Still no option to speak with a human about the letter I've received. I've listened to the options three times and it seems that "one of the options should be to speak to a member of the team" isn't there. There was an option "thinking of leaving us" which may get a human with whom to speak.

[Zach_R]

Hi @Vicariously,

There'll be a number of options when you call to help direct you to the correct team. I'd advise selecting the one that's most relevant to your query, which would be discussing your current package.

If you're passed to the wrong team, they'll be able to transfer you to who it is that you need to speak with.

Let us know how you get on.

Thanks,
 

[Vicariously]

Yes Zack, I'm told similar by your colleague, unfortunately all I get are different prices for contracts when I select the one that's most relevant.
You may disagree but over the years my experience upon contacting Virgin has been electronic voices..it's disappointing. I'm offered an opportunity to change my mobile contract to what "on paper" appears to be better than the one I'm on but contact is too difficult. Instead of 789 leading to electronic voices a number for a human would help.
Regards

[Akua_A]

We truly apologise for this experience @Vicariously.

We will take this feedback onboard and pass it on to the relevant teams.

As an alternative, you may find the following link useful https://www.virginmedia.com/help/changing-your-package

Thanks,