I had not paid my bill due to having received charges that I do not agree to... after being past from pillar to post I have initiated a complaint, however my phone line is totally blocked... I can receive calls/ messages or use any of minutes/text/ data... I have now paid the bill as I cannot do without a phone line ( complaint is still in process)... however, my sim is still blocked and I am unable to contact virgin via phone or the texting service to enquire why my service hasn’t been reinstated. How should I proceed with unblocking my sim.
I have contacted the online help, who have again informed me that they cannot help. I have also returned home in order to use my landline service to contact yourselves to deal with the error. It appears virgin are happy to take money however customer service is unheard of. I was very rudely cut off by the call handler who had informed me that the customer service line closes at 9.00pm. Having heard the recording and having received written notice from yourself stating the lines are open till 10.00pm, I am irritated to say the least.
So I now request that you have a manager contact me as a matter of urgency, as the lack of a working phone is causing me many issues. My bank has been unable to contact me, and various other organisations.
Thanks for updating us and welcome back to the Virgin Media Community forum.
I want to apologize for the inconvenience that you experienced in calling us to resolve the issue but the line was cut off. We will give feedback to the representative who handled the call.
I just want to confirm, when you tried to speak with our web chat team, did you click on the link here in the community? Or was it on our general website where it says live chat?
If you can give us another chance to sort things out, we can do this via online chat. We will need access to your account for us to check on the status and give feedback.
Please click on the purple Chat With Us bubble which will lead you to enter your details. Our web chat team is available from 8AM - 8PM. This link here should take you to a non-sales representative who will take a look at the account for resolution.
Keep us posted. We want to make sure this gets sorted.