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Despairing1
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Why are Virgin helpline personnel not responding to calls (3 weeks of trying without success)

Automated response on service check confirms (repeatedly) that no service issues in our area, but that service to this property disconnected. Service instructs stay on call for personal service but handler does not pick up; I do concede that I give up after half an hour . . . .

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jbrennand
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Re: Why are Virgin helpline personnel not responding to calls (3 weeks of trying without success)

As well as the “check service,” weblink at the top of this forum board, there is also a Service Status number 0800 561 0061 which usually tells you of local issues, down to postcode level (that might even not yet be listed on the Service Status web page) that may give you more info. If nothing shows there call it in and see what they say when they test your connection and if possible get a fault reference number.
Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open 8am until 10pm but calling early (between 08.00-11.00 is usually best) you will usually get a UK call centre

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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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jbrennand
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Re: Why are Virgin helpline personnel not responding to calls (3 weeks of trying without success)

By the way - dont "despair" so much as to post the same message twice !

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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Despairing1
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Re: Why are Virgin helpline personnel not responding to calls (3 weeks of trying without success)

Just an update on my post re Helpline service standards 21/08/19. Finally got through (when internet connection crashed in usual pattern this afternoon).  Virgin engineer call promised for 24/8/19, am.

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