Call it in on 150 (VM Phone) or 0345 454 1111 (any other phone)
Calling at 08.00 midweek -- is the best time - although people are still reporting getting through fine at other times with no long waits. Took just 20’ for me one midweek afternoon recently.
You can also text them on 07533 051809 include account name/number and what the issue is – replies may take longer.
A VM person should pick this up here and respond, but it can take several days for them to get here.
-------------------- John --------------------
I do not work for VM. My 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 +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
As a comparison, I ordered an item from Currys PC World for collection this morning, I just received an email from them saying my order is cancelled with no explanation as to why. Tried to ring them and was told current wait time is over an hour. Tried the web chat and it said "We'll be with you in approximately 74 minutes". Seems it's not just Virgin!