No internet and appalling customer service

[L_m3]

Hi,

Can someone please advise me how to book an engineer and speak to a human being? I have wasted so much time trying to contact an actual human being to resolve internet problems that have last several days now. I’m thinking of leaving Virgin as they make it so difficult for customers to actually contact them. The customer service is terrible.

[jbrennand]

A VM person will respond here in a day or two - it will be quicker to call it in as a fault. As below...

However - this is a Community Help forum - post some specific details of the issues you are having and the Community may be able to help you get them resolved. It may not actually require a Tech.
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Call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

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

[Sofia_B]

Hi @L_m3. 

Welcome to the Community and thanks for your first post, we're happy to happy to have you with us.

I'm so sorry to hear this, this is not the level of service we aim to provide and we apologise for any inconvenience caused. 

If you could please expand on the service issues you're experiencing, we'll be able to advise you on this from here and get things resolved ASAP. 

Thanks,