I got someone on the chat and usual reboot box (done >5 times) and disconnect cables. Asked them to book engineer and now completely incommunicado, can’t get any responses.
You can try calling the status line (0800 5610061) to make sure there's no reported issues in your area that could cause this, but I doubt it. I'm not entirely sure the online chat is the best way of reporting loss-of-service faults, so it's no surprise they've gone incommunicado.
is there a customerservices email - I’m being left little choice but wanting to cancel direct debit and contract as service is unusable and can’t get any assistance
VM have never had a customer service email, even before Covid struck. This community forum offers peer-to-peer support with VM staff picking up posts a week or so behind. If the (particularly high) volume of posts on here lately is anything to go by, I dare say the volume of C/S calls has equally increased.
As tempting as it might be, cancelling a D/D will end up causing more problems down the line. VM have always taken a hard line with missed payments, and won't hesitate to put an entry on credit files. At that point, whether you're in the right or wrong is immaterial, when it can and does cause further grief.
Try calling earlier in the day, perhaps soon after C/S opens at 8am. Or put your phone on handsfree/speaker mode and get on with something else while Virgin FM plays to you 🙂
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
I'm really sorry for our delayed response from here, and to hear you've been experiencing some issues with the sound and picture on your TV box.
Can you let me know if you've been able to get some help with this since posting? If not, can you please let me know if the sound/picture issue occurs when you are browsing the menu on the box? And whether this occurs on every channel.