Cannot contact Virgin Media

[am4ndateh]

I am moving houses and have been trying to contact virgin media about it. The chat button for live chat is not working for me. Cannot access call services because I do not know what my passcode is, which is supposedly different from my Account password. I tried using the WhatsApp service but all it says is that I cannot send any messages because I have communicated with virgin media on a different channel. That would probably be the live chat but I cannot even click the button to access any ‘open’ conversations. This is so frustrating and I have been sitting here for more than an hour trying to figure this out. I cannot believe how inefficient this is and it’s driving me crazy. What’s worse is that retail stores are not available for me to visit and solve this issue. Please can somebody help me. Thank you.

[markwebstar]

Sorry I cannot help you, but I am experiencing the same problem. The help pages just send us around in circles and do not provide any contact information.

[jbrennand]

See this - calling in would be best (call early)
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First see... https://www.virginmedia.com/help/moving-home

Then....

There are a few options. Firstly call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and the retentions are UK based and then transfer you to the appropriate queue (or cut you off !).

Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0730 532 71120 - but no guarantee)

You could also try the freephone number 0800 052 0422 to discuss your account and see if that gets you there or the Sales team 0800 953 5353 - but no guarantees there

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

[Ashleigh_C]

Hi there @am4ndateh

Thank you so much for your first post to our community forums and welcome to the team! 

I'm so sorry to hear that you are facing this issue arranging a house move. 

We cannot register home moves with your via the forum but I can reset your telephone password with you via a PM. 

I'll pop one across now so we can arrange this, please keep an eye out for the purple envelope alerting you to a new message. 

Thank you.