Virgin Media Community

[nb131]

So I am starting to lose the will...

I started using the chat system a little after 9 this morning

Just before 11 am I was moved to the customer retention queue by a customer service agent.

It's now 4 pm

I am still getting Reily bot giving me 5 great reasons to stay now and again ( really love it when it repeats straight away) and the "we are a little busy / 45 min wait update messaging"... 

The question is: Is it broken? Should I log out / start again - really don't want to wait this long again tomorrow if it might connect me.

What's your guess?

[Andrew-G]

Five hour wait with retentions?  My view is that they don't want your business.

[nb131]

The thought has crossed my mind too 🙂

The irony is that I am not trying to leave, I want to sign a new contract!

I will give them till 5 pm and then try again tomorrow - if I cannot get through tomorrow then whenever I do get through it will likely be to say bye-bye.. Not a fun experience.  

[newapollo]

Hi @nb131 

I realise you called around 9 but the best time to call is between 8am and 10am to avoid call queues

[Andrew-G]

Given that VM have started launching salvos of price increase emails, I'd imagine that retentions will be very busy for the next few weeks, leading to long waits at times.

So plan ahead, know what you'd pay elsewhere, stick to the rules of engagement, and good luck!

[nb131]

I am starting to think it is the live chat system rather than the team being that busy 

Today's fun has been two attempts 1 with Safari browser that after 35 min informed me that the wait is now greater than 15 min then I was stuck in an endless loop of connecting to Terri bot and confirming yes I'll hold and immediately connecting to Terri bot again to repeat.

After 10 min of this and after yesterday I gave up...

Did have the idea that it might be browser-related and so attempted with Chome 

This time the endless loop of Terri bot informing of the wait and trying to be helpful/check I'll hold started immediately after the security questions...

4 min and I gave up 

Guess I'll have to source a landline phone (haven't used one for years) and try calling 150  - Do not want to use my personal mobile and pay call charges

Live chat does not seem fit for purpose, hope VM are aware and spending some effort to fix

[newapollo · Accepted solution]

Hi again @nb131 

A number of customers have been using whatsapp which makes free calls 0345 454 1111

You can also call  freephone number 0800 052 0422

[Graham_A]

150 is also free from a Virgin Mobile