Impossible to speak to anyone at Virgin Media
Three days ago it took me over two hours to get an actual agent on WhatsApp. Last night it took me another two hours in relation to a wifi pod. After all of that they said they could not help order a second wifi pod just then as I needed to wait until today so the first was processed on the system. Today it took THREE HOURS to finally get an Agent on WhatsApp. But in the meantime earlier this morning the VM Connect App now fails to see my hub. So I made the mistake of telling the agent about that problem first to try and get that bit fixed. Then when he had finished dealing with that issue and said he would pass it on to Tech Support with a 5 day turnaround time, the agent asked me if there was anything else they could help with. The timestamp for this question was 15:15. I started to type a message explaining my real reason for messaging about the second wifi pod requirement, and posted this with a timestamp of 15:16 - only to learn the Agent hadn't even gave me a single solitary minute to answer his question, and instead had closed the conversation! Absolutely disgusting customer service. It now tells me there is at least a 102 minute wait time for an agent. FIVE HOURS to speak to someone at VM? Are you for real. Worse though - I tried ringing up instead therefore - my first experience of contacting VM by phone... And have discovered that it is actually impossible to speak to VM for real by phone. Every single way I try to speak to an agent - whether I choose a Technical Issue, a Billing Issue, or any of the other menu choices, the end result is always a "Thanks for calling VM - we have sent you a text message with useful information" - and then an automatic call termination. What on earth are you playing at Virgin Media. It shouldn't need NINE hours so far of my time on to WhatsApp Chat, just to order the essential second wifi pod. Do you really think that is acceptable customer service?Solved15KViews4likes12Comments
