Matrix

[jeannemarie20]

I am absolutely at my wits end with the whole Virgin lack of customer service.  The fact that you get stuck in the matrix of the website and that you just go round in circles is ridiculous.  I want to book an engineer to move my hub to a better spot.  Now waiting on the phone listening to terrible music and hoping that my loyalty to Virgin over all these years is worth it.  Anyone recommend another company that does it better?

[newapollo · Accepted solution]

Hi @jeannemarie20 

There would be a £25 non fault call out charge (it used to be £99) to do the work you require.

Calling  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) is the quickest method, however it's best to call around 8am when lines first open and are least busy.

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.