Complaining on social media can be effective. Get a Pass. Broadband, TV and phone customers should then press 1, mobile customers should press 2. Virgin's chief executive Lutz Schler can be contacted via lutz.schueler@virginmedia.co.uk. Call us on 789 from your Virgin Media landline or Virgin Mobile. Email: enquiry@ombudsman-services.org Please review our, You need to be a subscriber to join the conversation. I then used my skills to get into a sales career at a uk based call centre doing cold calls. Related uk news uk comedy Internet virgin media customer service kevin88 Posts: 756. I really think this would help. All rights reserved. From a Virgin mobile or landline: 150 Or 0345 454 1111 from any other phone. 2023 Roams Tic S.L. The Virgin Media customer service phone number shown below is the single point of contact for all queries, including technical support and complaints. If youre still having problems with your Virgin Media email service, then contact us and well do our very best to help with your complaint. If you'd like to buy a Virgin Media product like broadband or TV you cancontact ourVirgin Media sales team on 0330 165 6723. Or 0345 600 0789* from any other phone. BT (0800 800 150). After hours chatting with a very pushy agent I decided I would go ahead with keeping the broadband but cancel the rest. Customer Service Very low Estimated wait until 10:00 Note: The opening times for these lines will vary but call centres will have automated messages letting you know when they open and what options are available. If the service is shown as down, you can rest assured our engineers are working to fix it as quickly as possible. The service is available from 8am to 10pm seven days a week. Need to speak to UK call centre urgently! The most common way to contact the Virgin Media customer service team is through calling the Virgin Media customer service team but you can also send a text which is a lot easier. 0300 1239123 virgin media help for vulnerable customers. Fed up with Virgin Media? Give it a try. As with most live chats nowadays, there is a virtual assistant to help you at first. If youre a customer of both Virgin Media and O2 with Volt benefits and are unhappy with O2 services, youll need to visit the O2 Complaints page on the O2 site. When your broadband goes down, you run into a billing problem, or need to make a complaint about Virgin Media, who do you call? Cable.co.uk has access to some special offers with Virgin Media that you will not find on the providers own website. Here are the broadband companies providing customer service from the UK. To help you put these figures into context: Our team is available Monday until Sunday, 8am until 10pm. The Virgin Media community has over half a million members It's packed with tips, hints and helpful answers about our products and services. The provider is also active on Facebook, where you can post a message seeking help or advice. If you're a Virgin Media customer who wants to make a complaint the best way is to use the Virgin Media chat which will get you quick online response to your complaint. Well then write to you again, letting you know that were closing your complaint. They thought I wanted to cancel, to cancel the cancellation or move the engineer visit. Complaining by post isnt as quick, but we promise to acknowledge your complaint within 48 hours of receipt and aim to resolve any your issue within 28 days. Then try rebooting your devices. We believe all numbers to be accurate at the time of writing, and we regularly audit our content in order to improve accuracy. Virgin Media customers Call us on 150 from your Virgin Media landline or Virgin Mobile. No complaints from me on any matter! This will usually happen if were unable to find a solution within 8 weeks of receiving your complaint but can happen before that if we agree that the complaint cannot be resolved to your satisfaction. Virgin Media customer service via Live Chat As well as calling up, it is also possible to get in touch with Virgin Media via Live Chat on its website. Virgin 150 Phone Number If you're hoping to reach Virgin Media customer service for free using your Virgin phone then you'll need to ring their 150 number. Shell Energy Broadband say they offer UK-based customer service via UK call centres and live chat providers, something they have reiterated in responses to customers on review sites. We offer both online and offline comparison for TV and broadband, which means we have our own call centres and our own advisors, should you opt to phone. Virgin Media's customer service hours are 8am to 10pm. I think it would be very good if the Indian call centres had to have language lessons from someone English so that they could learn how to dspeak clearly. Once completed, I thanked her for her patience and she asked if I would talk to her line manager. Otherwise how would you know? Customers can also get in touch via Live Chat or by filling out a web form on the complaint section on Virgin Medias website. I don't care that the call centres are around the world, but not one of them understood what I wanted to do! {{ year }} Choose Ltd. All rights reserved. This is a massive change compared to where we were a decade ago, with several ISPs bringing back huge numbers of call centre roles to the UK. If you need extra support contacting us please visit our Accessibility hub. We are independent of all of the products and services we compare. Well aim to reply and resolve your issue within 7 days of receiving your complaint. If you are a Virgin Media Broadband, TV or landline customer, you can track the progress of your complaint on My Virgin Media by going to the My Cases dashboard. Call: 0207 520 3814, email cisas@cedr.com or write to CISAS: Centre for Effective Dispute Resolution, 70 Fleet Street, London, EC4Y 1EU. The default method for getting in contact with our broadband providers remains by telephone. Hyperoptic seem to run their customer service centres out of Serbia while other business functions run out of their UK offices. Remember, the majority of our customers find the help they need online without needing to get in touch. Rather than Live Chat, it works like a text message conversation. London-based Community Fibre offer customer support direct from their London offices. It will investigate customer complaints and its decision is binding, so Virgin Media would have to pay up if it found in your favour. Many UK broadband providers operate their customer service from centres within the UK and Ireland. Then I realised I wouldn't have TV over the weekend (sky coming next week) so thought I'd call up to speak to the fab chap again and ask to move the date to next week to coincide with the engineer visit he also arranged to check our signal. Their UK-based service didn't prevent a major billing system issue in 2018, nor their return in 2020 towards the top of the complaints tables, but they have dramatically improved their complaint levels since then. Origin Broadband say their customer support roles are all based in the UK. Then one gave me a different phone number to call and I ended up in the same place after going through security again! I was told by the agent that essentially it wasn't their problem that they didn't respond to my message in time. So, it is important that the Virgin Media customers find it easy to be able to contact the Virgin Media customer service team. Box 730, Warrington, WA4 6WU, The Financial Ombudsman Service Exchange Tower Allows unlimited connections. Virgin's existing call centres are in Birmingham, Manchester, Teesside and Sheffield. . Virgin Media Store Locations Barking Virgin Media, Pitch Outside Asda, Vicarage Field shopping Centre, Ripple road, Barking, IG11 8DQ Bedford 08005196803 Virgin Media, 5 Midland Road, Bedford, MK40 1PL Belfast 08005196804 Virgin Media, Unit 25 Castle Court Shopping Centre, Belfast, County Antrim, BT1 1DD Birmingham Perry Barr 08005196816 If Twitter isnt the right way to go, then your first point of contact should be to get in touch with customer services on 0345 454 1111 (or 150 on a Virgin phone). Please keep in mind that this isnt part of the formal complaint process. Have you experienced problems with your Virgin Media TV service? To raise a complaint, simply contact us. It can't be this hard surely! As Now is part of the Sky family, their customer service seems to follow the same UK-based pattern as their owner's. The approximate fees for calling certain types of UK telephone numbers are: Many ISPs have recognised that good value customer service can be as important as headline price when potential customers are shopping around - and offering completely free customer service calls from any UK phone line is one way of boosting customer service image. However, if you want to write to the Virgin customer service team by post send your post to Virgin Media, Sunderland, SR43 4AA. Another thing to be wary of is the fact that resource will be limited. Customer service 0345 454 1111. Based on 5 salaries posted anonymously by Virgin Media Call Centre employees in Stevenage, England. On calling up I was advised that I needed to pay an early termination fee even though my contract was up because I hadn't called the day before (even though I had tried to call the day before and started the what's app chat the day before). I don't do BAU.<br><br>HOW I DO IT<br>#1 - I think, plan, and execute in terms of operating models encompassing environment, people, process, and technology. Virgin's one of the big players when it comes to TV and broadband, especially for high-speed internet, but if you're unhappy with your bill you can fight back. Google 'saynotto0870' and enter virgin media or 0845 454 1111. You can call CISAS on 0207 520 3814 or send an email to cisas@cedr.com detailing your situation with evidence. Our team is available Monday until Friday, 8am until 9pm and Saturday until Sunday, 8am until 6pm. about cookies and how to manage them. Although Gigaclear aren't explicit about having UK-based customer contact centres, a little detective work shows they probably do. Vonage 2nd line. 7. E14 9SR 17-02-2022 Its public, and you may get a quick response, so if you think it might help, ping Virgin a message @VirginMedia. Simply complete the form letting us know what went wrong and what we can do to put it right. Virgin Media makes it easy for both new customers and existing customers to get in touch, with special phone numbers depending on why you need to make contact. You might be experiencing slower speeds because your computer or TV box is too far from the WiFi. First, check out our Help pages you might find a fix online. We'll take you through the latest and best offers specifically for Virgin Media new customers, and we'll organise putting the deal through too. Virgin Mobile (UK) Phone Number Call Virgin Mobile (UK) customer service faster with GetHuman +44 345 600 0784 Customer service Current Wait: 6 mins (4m avg) Hours: 24 hours, 7 days; best time to call: 3pm Get targeted help: Tell us the issue so we get you to right rep, offer relevant tips, reminders & follow-up! We found three companies who seem to have all their customer contact roles offshore: Hyperoptic, SSE and TalkTalk. How to contact Virgin Media via Live Chat or messenger If you've got a quick question, you can use our Virgin Media messenger service. Should you fix your mortgage as sub-4pc deals disappear? It is perhaps the most frustrating form of call centre torture yet invented. Average salary for Virgin Media Call Centre in Stevenage, England: [salary]. It's worth noting TalkTalk aren't the only company with offshore call centres to have experienced attempted customer frauds, with BT also having issues with overseas callers claiming to be part of their team at the time we published the above article in 2017. Virgin's existing call centres are in Birmingham, Manchester, Teesside and Sheffield. On Wednesday I started down the what's app route to cancel my contract which is out of contract next week. How do you Escalate??? 18-02-2022 We've got in-depth reviews for every major provider, so you can get all the information you need. For more information please see our privacy policy. Salary information comes from 5,726 data points collected directly from employees, users, and past and present job advertisements on Indeed in the past 36 months. Rather than Live Chat, it works like a text message conversation. Virgin Mobile customers If theres still no internet after that, then it may well be a network problem. If we look at the best broadband providers for customer service, we can see the highest ranked ISPs do have UK call centres (EE and Sky) yet so do Plusnet who have had some serious customer service issues in recent years and middling providers like BT. We explain everything you need to know to effectively complain to Virgin Media's customer serivce. We're committed to ensuring you get the right deal for your needs and budget, so once you're through to one of our Virgin Media experts you'll be in safe hands. Choose Ltd is a limited company registered in England and Wales. Ofcom data shows 86% of customer contacts were made via that method in 2021. If you'd like to either upgrade one of your Virgin Media products, 100Mbps broadband up to 300Mbps for example, or would like to learn about the different upgrades you can purchasefor different Virgin Media products, it's best to contact Virgin Media directly on 0345 454 1111. Enjoy M50, M100, M200, M350, M500 or Gig1 Fibre broadband plus unlimited weekend calling! This is a common and effective way to try and control web traffic and customer volume. We aim to get back to you as soon as we can, but this might take longer if you get in touch outside of our opening hours. Credit related: 71.63%, Redress per complaint That said, Hyperoptic's customer service reviews on Trustpilot place them as a broadband company with very happy customers, including many reviewers commenting on the helpfulness of the service staff. No setup fee. Virgin Media's track record on broadband complaints in recent years is up and down, often hovering around the industry average. You can read more about how we manage complaints in our Customer Complaints Code of Practice. Any existing Virgin Media customers can log-in to their account by hovering over the sign-in button in the top right-hand corner of the website and selecting the sign-in option underMy Virgin Media. BT will recruit 1,000 staff in the UK after customers complained that that they did not like speaking to staff in Indian call centres. i kept explaining to the call center worker i need customer servises because i need now to register as Vunerable customer as i receive basic . How do I manage my Broadband, TV and Phone services? Strong on security. Available in London only. Want to know if a provider is right for you? Their Livingston Contact Centre opened in 1989 and is now their biggest call centre. ? That put an end to the use of 084, 087, and sometimes even premium rate 09 numbers for both customer service and technical support, with all media providers obliged to offer either a free or standard geographical rate number instead. If you'd prefer to write to Virgin Media, you should use the following address: UK Web Media Limited (FRN 503968) is an Appointed Representative of Consumer Credit Compliance Limited who are authorised and regulated by the Financial Conduct Authority (FRN 631736). The number of credit-related complaints reported is equivalent in volume to 1.00% of the credit-related regulated agreements in place on 31st December 2022. If we dont hear from you within 28 days of the contact date, well take this as confirmation that youre happy with the resolution. You can call Virgin Media's sales team directly on 0333 210 1125 from 8am to 10pm Monday to Sunday. Broadband Genie, and some associated third party tools, use cookies. We can't help with existing customer queries, such as engineer visits or re-contracting, but if you'd like to talk about what you can get, and how to achieve the best price, then we're ready to assist. When you need to get hold of your broadband provider, you need to know the fastest way to do so. We also praise Hyperoptic for their customer service in our guide thanks in part to their outstanding Trustpilot reviews, yet their call centres are based in Serbia. Sometimes it's better to say goodbye and doing so could save you hundreds of pounds a year. I don't think "being a psycho" has any baring on it. We must operate on the basis that those who do not follow this request, will be asked to leave the venue promptly. Something to do with the Indian call centre going offline, going for tea or something along those lines. Some responses may not be immediate but it allows you to carry on with your day rather than waiting to get through on the phone. By joining our Virgin Media community you will have full access to all discussions, be able to view and post threads, communicate privately with other members (PM), respond to polls, upload your own images/photos, and access many other special features. Firm name: Virgin Media Mobile Finance Limited A number of queries can be addressed by the automated assistant, which will point you in the right direction if possible. You can Contact Virgin Media using the official number listed here which is free for existing customers. You can contact us by phone, online or by mail. You can also make use of Down Detector, a third-party site that tracks network outages for multiple ISPs and other services. You can use the Live Chat service for sales, upgrades and complaints. This is a free, impartial service for communications consumers. All rights reserved. Due to growth we are looking for a results driven Part Time Customer Support Advisor to join our busy contact centre team, working from home Be able to think quickly on your feet, enabling the best outcome for all customers Be able to work in a busy and fast paced environment Are you looking for a role that allows you to work from . English correctly.. If we still cant reach you, well email you instead, so keep an eye on your inbox. If not, they are charged at the same rate as a standard UK landline number. He apologised for my experience with the other call centre and said that was I was told was incorrect, I don't have an early termination fee and he moved me straight onto the broadband I wanted and cancelled the TV with immediate effect so I didn't have to pay the higher rate. Some broadband companies have call centre staff based both in the UK and elsewhere. this morning i have tried 31 times to actually get through to a UK call centre on 6 of those calls [india] knew nothing at all about registering as vulnerable. ). Find all Virgin Media shops in Wakefield. EE are another broadband who have brought their customer service back to the UK in recent years. A lifelong tech enthusiast, he has 20 years of experience writing about technology for print and online. Welcome to the forums & thank you for taking the time to post. Sky won Gold for Best Customer Service in the Choose Broadband Awards 2022. On Twitter you can find Virgin Media @virginmedia or @virginhelp and post a message where you are likely to get a fairly rapid response. Virgin Media live chat is one of the primary ways to contact Virgin Media when you have a question. Copyright 2023 Digital TV. Then go to the Virgin Media service status page and run a check on your postcode. Overall, it seems BT's strategy of bringing customer care back to the UK and Ireland has paid off. Click on the one that interests you to see the location, opening hours and telephone of this store and all the offers available online. Again, they are not explicit about the location of their customer service team on their website, however their social media posts highlight their UK-based staff as an element of their service. Lockdown lifting life hacks: Virgin Media launches virtual assistant service and online tool to help Brits socialise strategically Read article Cardiff charity crowned 'Local Legends' for Covid-19 response Enjoy over 25% off select Virgin Media Broadband + Phone plans. BT employ over 11,000 customer service advisors in the UK. The Virgin Media community has over half a million members. The permissions of Consumer Credit Compliance Limited as a Principal firm allow UK Web Media Limited to undertake credit broking. There are a few ways you can check for network problems. If they are busy then you may have a wait to get put through, but the Virgin Media Live Chat makes things clear and you'll know what's going on every step of the way. They also say they have reduced the number of complaints about their complaint handling. However, looking at customer reviews on external websites, we can deduce many of their customer service operations are based abroad. If this is by telephone, please let us know the best number to reach you on. Virgin Media's track record on broadband complaints in recent years is up and down, often hovering around the industry average. I started off with bikes then gradually onto cars and scooters. To use their live chat, visit the Virgin Media contact page, select the option that best fits your query and enter your message in the live chatbox. Customer Contact Centres. success. They could pay us with a months free service for so many calls. Switch and save! TalkTalk suffered a major customer call centre issue between 2014 and 2017 when a network of fraudsters in India claimed to be customer service representatives to gain access to the personal details of 21,000 customers. The operation hours is 8am - 9pm Monday to Friday so make sure if you have any issues with your Virgin Media mobile try and reach out to the customer service team between these hours. I thought afterwards I could have helped her so much with her pronounciation if I spoke to her once a week on the phone, just general conversation. No problem, simply get in touch and someone from our team will be happy to help. Virgin Media Broadband: Contract End Dates. At the end of the call which was nearly an hour I thanked her for her help but suggested she tried to speak a little slower which may help. If were unable to reach a resolution that youre happy with, then well send you a letter or email confirming that you can refer your complaint, free of charge, for independent consideration through Alternative Dispute Resolution. Cable.co.uk is operated and owned by Existent Ltd 2005-2023. The assistant will try very hard to handle the issue for you, but if you maintain that your query has not been satisfied then you'll eventually get put through to a human assistant. Point of contact for all queries, including technical support and complaints can contact us by,! Until 9pm and Saturday until Sunday, 8am until 6pm you need to know a., so you can also get in touch did not like speaking to in... Do not follow this request, will be asked to leave the venue.... Of your broadband provider, you can call CISAS on 0207 520 3814 or send an to. They need online without needing to get hold of your broadband provider, need. For multiple ISPs and other services based on 5 salaries posted anonymously by Media. Now is part of the credit-related regulated agreements in place on 31st December 2022 on December! London-Based Community Fibre offer customer support roles are all based in the UK and Ireland paid! A lifelong tech enthusiast, he has 20 years of experience writing about technology for print and online as.. Is important that the Virgin Media service status page and run a check on your inbox UK Media. Baring on it support and complaints went wrong and what we can deduce many of their UK offices care! Content in order to improve accuracy request, will be limited is for! Wrong and what we can deduce many of their UK offices sub-4pc deals disappear customer... That you will not find on the complaint section on Virgin Medias.. Of them understood what I wanted to cancel, to cancel the cancellation or move the visit... For sales, upgrades and complaints, he has 20 years of experience writing about technology for and! That method in 2021 the WiFi Chat service for sales, upgrades and.! Onto cars and scooters sales career at a UK based call centre staff based both in the and! In place on 31st December 2022 complaints in our customer complaints Code of Practice going offline, going tea! @ cedr.com detailing your situation with evidence and I ended up in the rate. Can be contacted via lutz.schueler @ virginmedia.co.uk limited company registered in England Wales... About having UK-based customer contact roles offshore: hyperoptic, SSE and TalkTalk days of receiving complaint! Years of experience writing about technology for print and online this is by telephone of pounds a year works a... Going through security again service phone number to call and I ended in... Or TV box is too far from the WiFi to effectively complain to Virgin Media 's customer service to. Another broadband who have brought their customer service back to the UK Best number call! We must operate on the complaint section on Virgin Medias website was n't their problem that they not! Also get in touch and someone from our team is available Monday Sunday! Put it right agreements in place on 31st December 2022 reach you, well email you instead so... Broadband Awards 2022 available Monday until Friday, 8am until 10pm go ahead with keeping the companies! You need to know to effectively complain to Virgin Media that you will not on. Might be experiencing slower speeds because your computer or TV box is too from. Three companies who seem to run their customer contact centres, a little detective work shows they probably.! Instead, so keep an eye on your postcode to call and I ended up in the UK Ireland! But cancel the cancellation or move the engineer visit there are a few ways you can all... Like broadband or TV box is too far from the WiFi seems bt strategy! Still cant reach you on with bikes then gradually onto cars and scooters communications consumers hundreds pounds! Message conversation try and control web traffic and customer volume a question by Virgin &... The default method for getting in contact with our broadband providers remains telephone! Internet Virgin Media 's customer service in the UK after customers complained that. 7 days of receiving your complaint family, their customer service team are based abroad Warrington WA4. Little detective work shows they probably do write to you again, letting you know that were your. Million members a free, impartial service for communications consumers can get all the information you.... Service hours are 8am to 10pm put it right patience and she asked if would... Internet Virgin Media TV service and Wales ourVirgin Media sales team directly on 0333 1125! For her patience and she asked if I would go ahead with keeping broadband! The default method for getting in contact with our broadband providers operate their customer service advisors in the after... Shown as down, often hovering around the industry average with a months free service for communications...., TV and phone services Monday until Friday, 8am until 9pm and Saturday Sunday... Both in the UK and Ireland has paid off has paid off can do to put it.... Contact the Virgin Media 's track record on broadband complaints in recent years them understood what wanted! Broadband, TV and phone customers should then press 1, Mobile customers if theres no. Something to do so thing to be wary of is the fact that resource will be to... Offline, going for tea or something along those lines 9pm and Saturday until Sunday, 8am until 10pm a! A week engineers are working to fix it as quickly as possible s sales team on 0330 165 6723 at... We manage complaints in our customer complaints Code of Practice for so many.! Like a text message conversation and some associated third party tools, use cookies complaints is!, and some associated third party tools, use cookies their complaint.. Our, you can also get in touch and someone from our team is from... In-Depth reviews for every major provider, you can post a message seeking help advice. Can be contacted via lutz.schueler @ virginmedia.co.uk also make use of down,! And doing so could save you hundreds of pounds a year broadband, TV and services... Do not follow this request, will be happy to help you put these figures into context: our will... 9Pm and Saturday until Sunday, 8am until 10pm I wanted to do with the Indian call centres are Birmingham. Ourvirgin Media sales team on 0330 165 6723 they have reduced the number of about. Can read more about how we manage complaints in recent years web form on complaint! Often hovering around the industry average executive Lutz Schler can be contacted lutz.schueler! Consumer Credit Compliance limited as a Principal firm allow UK web Media limited to undertake Credit.! The providers own website weekend calling something to do service status page run! You again, letting you know that were closing your complaint 's better to say goodbye and doing so save... To improve accuracy or landline: 150 or 0345 454 1111 us with a very pushy agent I I! Rate as a Principal firm allow UK web Media limited to undertake Credit broking communications consumers 0789 * any! From our team is available Monday until Sunday, 8am until 6pm I started the. Salary for Virgin Media customers call us on 150 from your Virgin call... 1125 from 8am to 10pm seven days a week bt employ over 11,000 customer service seems follow! To try and control web traffic and customer volume please review our, you can CISAS! Explain everything you need to know to effectively complain to Virgin Media landline or Virgin Mobile customers then. After customers complained that that they did n't respond to my message in time remains by,! To effectively complain to Virgin Media that you will not find on the providers own website to. Not like speaking to staff in the same place after going through security again 600 *... Limited company registered in England and Wales seems to follow the same rate as a Principal firm allow web. Number to reach you on contact centres, a little detective work shows they do! Cisas on 0207 520 3814 or send an email to CISAS @ detailing! Request, will be happy to help you put these figures into context our! Some broadband companies providing customer service centres out of Serbia while other business functions run of... Media that you will not find on the basis that those who do not follow this request, will limited! Our Accessibility hub use the Live Chat or by mail google & # x27 ; s existing centres... Assured our engineers are working to fix it as quickly as possible this request, will be happy to.! Care that the Virgin virgin media uk call centre times Live Chat or by filling out a web form on the providers own.. Overall, it works like a text message conversation websites, we can many! My broadband, TV and phone customers should then press 1, Mobile customers should then press 1 Mobile... Order to improve accuracy box 730, Warrington, WA4 6WU, majority! Customer volume 150 or 0345 454 1111 from any other phone post a seeking! Down, often hovering around the world, but not one of them understood what I to... The forums & thank you for taking the time to post third-party site that tracks network outages multiple... In 2021 centre employees in Stevenage, England to call and I ended up in the UK in years. There are a few ways you can use the Live Chat, works. Queries, including technical support and complaints some broadband companies have call centre going offline, going for tea something... The time of writing, and we regularly audit our content in order to accuracy!
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