Get your bets in, how long before a Virgin Media manager will call back?

[Shopaholic100]

Get your bets in people. I’ve been promised four times since Friday and still no call back. Spent the whole day on the phone and web chat today too😭. What do you think? Should I hold my breath?

Agreed a contract nearly two weeks ago which the agent didn’t process and they’re trying to overcharge me for their mistake (all they need to do is listen to the recording) and there is no way to escalate my complaint. Over 20 years customer loyalty obviously is not important.

Call again, select the thinking of leaving us option, you will be dealt with more urgently.

Done that already. Tried again the manager can’t speak to me, they are in a meeting.

Whenever they can be arsed.

I’m on 5 months, 53 phone calls, 73 hours (and 19 minutes...I’ve kept track for the ombudsman complaint) spent on the phone and approximately 40 complaints.

I fucking hate the tossers

Have you all tried giving notice?

Learn some Spanish the call centre is in the Philippines.

Also ask them for a reference number for your complaint. That normally gets them moving.

Next Tuesday. When you are out or on the toilet.

@fuzzyduck1

Learn some Spanish the call centre is in the Philippines.

Also ask them for a reference number for your complaint. That normally gets them moving.

Won't work. If the complaints are falling into a black hole then why should the reference number be any different?

They always call me 24 hrs after I've told them I've signed up for a competitor (and I really have- I just cancel within the 24 he cooling off period). Every time they match the competitor's price. And I stay.

Looks like I’m not the only one then. A full day of calls and still no call back. I’ve had everything from the manager will call back in 1 hour, 2 hours, 1 day, 4 days, 28 days and still no response 5 phone calls/web chat later. Every agent says something different, the only thing they all agree is the manager is busy/in a meeting. Apparently they don’t have a complaints department either. All they need to do is listen to the call recording. Has anyone had any success with OFCOM?

Let’s see if anyone calls tomorrow.

Find the CEO’s email, fire off an email tonight so it’s in their inbox tomorrow and you’ll probably get a callback tomorrow.
Worked for me with a broadband provider when I was having issues last week, and wasn’t getting anywhere with the usual means.

Virgin's chief executive Lutz Schüler can be contacted via [email protected].

The only thing that worked for Me was kicking up a massive stink on social media. They gave me access to a different phone number with actual people on it rather than people who could only follow a script

@CattyCactus

Virgin's chief executive Lutz Schüler can be contacted via [email protected].

Thanks Catty.

I upgraded my Virgin package on Black Friday, (November) 2020. It wasn't processed properly either. They acted like they were doing me a favour by cutting the bill, but it's still wrong. I spent hours on the phone trying to sort it out and even more hours on hold. Regardless of when they do eventually get in touch with you, promising it's all fixed now, it won't be. Virgin Media customer services are renowned for talking crap, making promises and fucking you over.

@Justmuddlingalong

I upgraded my Virgin package on Black Friday, (November) 2020. It wasn't processed properly either. They acted like they were doing me a favour by cutting the bill, but it's still wrong. I spent hours on the phone trying to sort it out and even more hours on hold. Regardless of when they do eventually get in touch with you, promising it's all fixed now, it won't be. Virgin Media customer services are renowned for talking crap, making promises and fucking you over.

We had the same experience in January we wanted to upgrade they offered a great deal then didn’t process. It worked out fine then as we then got a better deal with my existing TV provider. They seem to promise everything then don’t process.