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Elijah123
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Contact

I have a disability which means I am often unable to talk on the phone. We are having a LOT of issues with our broadband, that means I really need to talk to a person and explain it. However, every time I go to live chat it just tells me all the agents are busy. Today I was able to talk and so ring up (at first it's all automated and sends you through the things you've already done and are then told to ring back), when I asked if there was an email address or business address that I could write to when I am unable to talk I was told that Virgin had NO email and NO writing to address and that I was just to ring. I explained my situation again and was told that's fine but the best way is to ring and if I can't to use live chat.

This seems ridiculous. For a company specialising in internet it seems odd that I can't email them, as it would be so much easier in regards to my disability. Live chat is ALWAYS busy, which means I'm left with a broken internet simply because I'm disabled.

Can someone please tell me at least somewhere I can write to? I m rather annoyed that they have not thought about this as a company. I feel completely left out of it all!

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gary_dexter
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Message 2 of 21
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Re: Contact

The forum team here will reply but it may take a few hours to a few days, depending on workloads.

Have you tried the following:

Contact us
Broadband, TV and Phone Customers

Dial 150 from your Virgin Media home phone or mobile. It's free.

If you want to contact us using our Text Relay Service, call our Text Relay freephone number 18001 0800 052 2164

Or ring us from any other phone:

Dial 0345 454 1111*

Mobile customers

Dial 789 from your mobile. It's free.
Or ring us on 0345 6000 789** from any other phone.

Call from a textphone

Dial 18001 0800 052 2164*

Video Relay Service

Monday to Friday 9am until 8pm

Saturday and Sunday 9am until 4pm

Contact us through a sign language interpreter

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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Tudor
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Message 3 of 21
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Re: Contact

When one of the VM staff pick up your post I am sure they will be most helpful, in your circumstances. They will probably send you an email through the board system and give you an address you can email back to.


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Superuser
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Re: Contact

@ModTeam

Perhaps you might like to speed up reaching this thread and help your customer?

-----------------------

Superuser 2017/18
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Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
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Superuser
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Message 5 of 21
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Re: Contact

@Elijah123

The Forum Team will now get to this thread more quickly than usual to help you. Keep a watch out for further advice and guidance: and please respond without delay.

-----------------------

Superuser 2017/18
Use Kudos to say thanks
Mark answer as "helpful" only when the problem is solved
Please don't send me private messages unless I ask you to.
I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
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Elijah123
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Re: Contact

Many thanks!

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Forum Team
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Message 7 of 21
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Helpful Answer

Re: Contact

I'm sorry to hear about the connection trouble experienced Elijah123,

 

I've located your details and there does appear to be an issue present concerning your equipment upstream power level.

 

I've sent you a private message so that we can get an engineer visit arranged for this.

 

Hope to hear back from you soon,

 

Nat_J


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Julesmarie
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Re: Contact help please

Hi, I’m Julie. I have the same problem. I have anxiety and nervous paranoia problems. I’m in tears here. Trying for hours to find a way to email virgin for an answer as to why my bill has suddenly went up such a lot. I was expecting a 1.99 increase and that’s all. Even then £24 is a lot just for broadband without phone line or tv . Only broadband alone . So I was going to go elsewhere. I can’t get in touch to ask virgins help and explanation. Thankyou
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Elijah123
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Message 9 of 21
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Re: Contact help please

Hey, I received a message through here so maybe they can do the same for you? However it wasn't to give me an email address or address, but to give me more phone numbers and to arrange for an engineer, which has all happened before, as has a new Hub, resetting it their end, my end, another new box etc etc. I am really unhappy with Virgin Broadband and so have decided to go with another provider. I went to chat online again to explain this and lo and behold there's no agents that can chat... it says there are but then it loads and tells me there isn't.

Virgin really need to sort out their customer service, they need another way than this clunky community thread where it's hit and miss if you get a reply from someone who actually works for them. I can only advise you go with someone else. BT have great customer service, but it can be rather expensive. I'm changing to Talk Talk this month, they have an online chat that actually works, have emails and an address. I understand I may get a fee for cancelling my contract (when I can actually get to cancel it) but I will not be paying it and will be taking my complaints further.

I hope someone can help you! 

I am usually so polite and understanding with companies, but Virgin have caused me a lot of anxiety and problems, I suggest you move away from them, if I find a way to make a complaint that isn't on the phone I will message it to you too.

 

All the best.

Elijah

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Superuser
Superuser
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Message 10 of 21
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Re: Contact help please

@Julesmarie VM don't provide support via email.

You can use the Webchat to make contact, do so from a laptop or desktop device.

The last price increase put my broadband only up by £2.99. Most of VM's broadband offerings are £30, so £24 from VM for BB solus is a good price (means you're likely still in your new customer discount period.)

______
Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
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