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wallaci
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At my wits end!

Does anyone know how I can get in touch with Virgin? Been trying for weeks to get a situation sorted - had telephone, broadband and TV with VM and want to downgrade to TV only. Gave months notice, which expired Monday. They've taken a full months payment (which was extortionate for what we get, hence the downgrade), and one of the customer services guys was due to phone me Tuesday to sort out the situation and set up the package we had agreed would be the right one for us. Needless to say he never called, as per all the other agreed calls. I have called so many times, been on hold for so long its not even funny, to then have calls dropped, or going off to "talk to manager" and never coming back. Trying the 0345 454111 number that is listed on the website to call, but thats a dead number. Why is their customer service so downright appalling and shameful?  At a complete loss as to what to do or how to get access to someone who can sort this. Can anyonw help on this?

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praxis
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Re: At my wits end!


@wallaci wrote:

Does anyone know how I can get in touch with Virgin? Been trying for weeks to get a situation sorted - had telephone, broadband and TV with VM and want to downgrade to TV only. Gave months notice, which expired Monday. They've taken a full months payment (which was extortionate for what we get, hence the downgrade), and one of the customer services guys was due to phone me Tuesday to sort out the situation and set up the package we had agreed would be the right one for us. Needless to say he never called, as per all the other agreed calls. I have called so many times, been on hold for so long its not even funny, to then have calls dropped, or going off to "talk to manager" and never coming back. Trying the 0345 454111 number that is listed on the website to call, but thats a dead number. Why is their customer service so downright appalling and shameful?  At a complete loss as to what to do or how to get access to someone who can sort this. Can anyonw help on this?


Not sure where you live so check using google and see if there is a VM store near you ? Failing that if you still have VM landline or can access one call 150 and choose options 1 1 4 5 thinking of leaving if you can call as early in the morning as possible (they open at 8 ) explain your situation they should be able to help remember to take note of the call centre persons name.

“Cold ? You bits of kids don’t know the meaning of the word. You should have been with me on the Russian convoys. One night it was so cold the flame on my lighter froze”
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jbrennand
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Re: At my wits end!

Its - 0345 454 1111 - and it isnt dead - it does take some time to get through though.


--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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LittleMick73
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Re: At my wits end!

Hi Not sure why you are saying 0345 454 1111 is a dead number I just rang it's connecting with Virgin OK,  I know it's frustrating but you do need to be tenacious if you want anything done, as for any big outfit calling back it's like saying the cheques in the post. Regards Micky 

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Superuser
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Re: At my wits end!

Perhaps the extra 1 makes all the difference? 4 1s, instead of 3, as per the OP’s post.

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wallaci
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Re: At my wits end!

Finally got through and sorted it out. Only took three weeks.
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Forum Team
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Re: At my wits end!

Hi Wallaci, 

 

I am sorry you had some issues with this, I can see that has now been resolved. Apologies for the delay.

 

Thanks Joe_F

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GeoDave
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Re: At my wits end!

You're right Mick - you do need to be tenacious BUT it shouldn't be like that. Customer service should cater for everyone equally. I have been having problems for 10 days with a dying Tivo box and have spent a lot of time on the phone being kept waiting and being fobbed off with irrelevant excuses. It took a lot of time and a lot of tenacity today to finally get the customer service agent to agree to send out an engineer. We pay high prices for the service and expect to have good kit and good backup when things go wrong or we want to make changes to our packages.

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