Menu
Reply
nb131
  • 3
  • 0
  • 0
Joining in
2,684 Views
Message 1 of 8
Flag for a moderator

5 hours on chat, broken or keep holding on?

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?

 

0 Kudos
Reply
Andrew-G
  • 10.4K
  • 1.66K
  • 4.75K
Alessandro Volta
2,673 Views
Message 2 of 8
Flag for a moderator

Re: 5 hours on chat, broken or keep holding on?

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

0 Kudos
Reply
nb131
  • 3
  • 0
  • 0
Joining in
2,666 Views
Message 3 of 8
Flag for a moderator

Re: 5 hours on chat, broken or keep holding on?

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.  

0 Kudos
Reply
newapollo
  • 14.06K
  • 1.88K
  • 4.32K
Very Insightful Person
Very Insightful Person
2,655 Views
Message 4 of 8
Flag for a moderator

Re: 5 hours on chat, broken or keep holding on?

Hi @nb131 

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

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

I'm a Very Insightful Person, I'm here to share knowledge. Learn more

Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The do's and don'ts. Keep the community welcoming for all. Follow the house rules
0 Kudos
Reply
Andrew-G
  • 10.4K
  • 1.66K
  • 4.75K
Alessandro Volta
2,631 Views
Message 5 of 8
Flag for a moderator

Re: 5 hours on chat, broken or keep holding on?

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!

0 Kudos
Reply
nb131
  • 3
  • 0
  • 0
Joining in
2,572 Views
Message 6 of 8
Flag for a moderator

Re: 5 hours on chat, broken or keep holding on?

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

0 Kudos
Reply
newapollo
  • 14.06K
  • 1.88K
  • 4.32K
Very Insightful Person
Very Insightful Person
2,569 Views
Message 7 of 8
Flag for a moderator
Helpful Answer

Re: 5 hours on chat, broken or keep holding on?

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

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali


I don't work for Virgin Media.

I'm a Very Insightful Person, I'm here to share knowledge. Learn more

Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The do's and don'ts. Keep the community welcoming for all. Follow the house rules
Graham_A
  • 18.91K
  • 2.69K
  • 7.95K
Very Insightful Person
Very Insightful Person
2,522 Views
Message 8 of 8
Flag for a moderator

Re: 5 hours on chat, broken or keep holding on?

150 is also free from a Virgin Mobile

________________________________
Graham

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply