How to get in touch with Virgin Media?

[holidaydreaming]

Arghhh - I am at my wits end. I have just begun a new internet/tv/mobile contract with them and they haven't sent the SIM card through. As well there are a couple of other issues which are just shoddy data input. I have tried their help number, spoke to someone who said they would put me through to customer services. Twice I have spent over an hour and 15 on hold before I got cut off. I have also twice tried to web message. First time, no response, second time after ages of to and fro they gave me the number that I had already told them I had rung and were no use!!!!!!
I don't know how to get in touch. My frustration levels are sky high. I really would not recommend them. Has anyone got an email I can use?
Thanks in advance to anyone who can bring my blood pressure levels down!😤

Have you tried their Fb page? Or messenger?

I loath Virgin, I can't wait to leave them. Our WiFi is awful and some of our tv channels don't work at all and some are pixelated regularly and I can't be arsed to get on to them as it's such a ball ache.

I assume this is the number you tried?
Customer service:0345 454 1111
Have you tried Twitter? They usually answer on there?
I've been having issues with them for months, very frustrating

If I were you I would join this forum and ask. It may well have quite a few helpful staff members who work on the site in their own time and for no benefit other than wanting to help out. Maybe. Possibly.
www.cableforum.uk/board/

You could try tweeting them - their mobile service was awful, I lasted 10 days on it and most of that time my phone wasn't available. I switched back to my previous provider.

Formal registered letter to the ceo and director of customer services.

They were dire ime.

Email the CEO office with “complaint” in the title. Google will tell you the email address if you search it up, their customer service is appalling but we had our issue resolved within two days of me emailing the CEO.

I will never use them again though.

When I needed help I tried calling, Facebook, twitter, email etc.. the only thing that worked was the forum. They had some brilliant staff on there going through queries.

My heart utterly sinks if I ever need to contact Virgin Media. Their customer service is appalling. Sorry not to be more helpful but at least we feel your pain and empathise? grasps at straws

Honestly I wish we'd never signed up. I am going to tattoo my contract end date on my forehead so I don't have to deal with them any longer than I need to.
I'm not on Facebook or Twitter but I'll try the forum. Thank you all for your advice and empathy.

You have a cooling off period of 14 days to cancel.

Oh goodness you have my sympathy. I have finally sorted ours out and dread to think of the hours I've spent on the phone to them since June. I actually got excited when the hold music changed in August. Endless George Ezra "what you waiting for" are you taking the piss?
I've contacted the virgin media forum (via the help section of their website) and they were quite helpful with our installation issues, but I also had the same problem as you (missing sim) and you just need to sit it out on the phone I'm afraid. If you want a geographical landline it's 01264401402.
Irritatingly I was fobbed off with "oh yes we've put another one in the post" three times before I finally spoke to someone who seems to know what they were doing and they then had to retake all my details, set up my virgin mobile account and then finally the sim arrived. So don't let this happen to you, insist you don't have an account and they need to set it up.
Do not contact virgin mobile - they can't help you until virgin media set up your account.
Just stick your phone on speaker, leave watermelon sugar high playing on a loop - at least it's not George Ezra mocking you now - and get on with something else until they pick up. My average hold time was about an hour. Write down your list of stuff that needs sorting and get them all to deal with it at once.

Finally something else I learnt is if you make a complaint and you have an open complaint on your account you tend to get put through to someone with greater powers and generally more competent.

Unfortunately ime none of the rest are any better, they're all awful. And once virgin starts working it seems to work really well (probably not worth the pain of being a new customer though!)
Good luck!!!!!!!

Thanks cavagirl and all - trying again this morning!

I once had to make a complaint to Virgin Media as I had changed my package but every month for about 3 months they kept charging me a lot more and didn’t take the discount they offered into account.

I had to keep calling them every month so I complained via the Resolver website, it’s from Martin Lewis ‘the money guy’ and funnily enough Virgin Media got in contact with me pretty quick, ended up not having to pay a bill for about 3 months!

It’s www.resolver.co.uk

Can also be used for pretty much all complaints, good luck!

Leave and join Sky. They started calling me after that! When I was actually a customer it was so hard to get any help.

I just got off the phone with them this morning! ‭0345 454 1111 - was on hold for about 15 mins at 8am. Also top tip - make a complaint, the complaints team will ring you back within a week and things will go a lot faster.

I managed to finally get through by phoning the minute their call centre opened.