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WetNoodle
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Message 1 of 10
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Is the live chat feature ever avaliable?

Simple as the title,

I've never been able to get hold of anyone through the live chat,

 

Been trying at opening times, middle of the day, and near closing times.

 

the button either isn't there, or when I click it, it states that they're offline?

 

I've tried this for MULTIPLE options from broadband to mobile, to moving home. and I can't get through to anyone.

 

 

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Superuser
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Message 2 of 10
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Re: Is the live chat feature ever avaliable?

AFAICS going through the Contact Us route leads to:

2018-02-16-00.jpeg

Instead try signing into My Virgin Media and selecting one of the menu options; unsurprisingly My upgrade and offers seems to have Live chat available more often than not:

2018-02-16-01.jpeg 

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WetNoodle
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Message 3 of 10
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Re: Is the live chat feature ever avaliable?

GsYITJwPTN60YBOvGAouRQ

 

 

I get this when I click My Upgrades and Offers

 

so it seems i'm out of luck and stick to ringing?

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vircom
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Message 4 of 10
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Re: Is the live chat feature ever avaliable?

Usually means you have a discount on your account, or something else non standard. In this case the thinking of leaving team is usually your best bet.
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WetNoodle
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Re: Is the live chat feature ever avaliable?

I'm a new customer?

 

i doubt going to leave is going to help

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Forum Team
Forum Team
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Re: Is the live chat feature ever avaliable?

Hi WetNoodle, 

 

Thanks for your post and welcome to the Community Smiley Happy 

 

I'm sorry to hear that you are having an issue getting through via Web chat. 

 

The Web chat option will only come up as an option if it's something we can deal with via Web chat. This will be why sometimes you'll have the button there and other times you won't. 

 

With regards to the error you're getting when accessing the Upgrades and Offers page, this will be because you have a loyalty discount. 

 

You will need to speak to the team on 150 / 0345 454 1111.

 

Thanks,

Kath_F
Forum Team

Tech fan? Have you read our Digital life blog yet? Check it out



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WetNoodle
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Message 7 of 10
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Re: Is the live chat feature ever avaliable?

I can't have a loyalty discount, I've been a member for about 1 week.

 

Also, when the option / button is there, I click it, and then I don't get through to anyone? even during opening times?

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Martin_D
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Message 8 of 10
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Re: Is the live chat feature ever avaliable?

Hi, WetNoodle

Just like a loyalty discount a new customer will have a new customer deal and that's how you can't see the Upgrades and Offers page.

And for Web chat it's always busy for me too, It's very popular.


Welcome to the most friendliest community.

Have you got technical problem post it and we will help you fix it.
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WetNoodle
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Message 9 of 10
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Re: Is the live chat feature ever avaliable?

Ahh i see, thanks for this.

 

It's a shame i've never been able to get through,

 

I hope they increase avaliability.

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whyowhyowhy
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Message 10 of 10
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Re: Is the live chat feature ever avaliable?


@WetNoodlewrote:

I'm a new customer?

 

i doubt going to leave is going to help


Using the leaving VM option means you talk to a UK call centre - they do lots of things, it doesn't mean you're going to leave.  It's the option I always choose.

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