During this period, customers will find that their SIM " will stop working if you don't take any action ." Talk about harsh. never by referral revenue. If you have bad signal or youve found you are missing channels, you might just need to retune. I don't think I've ever had a problem with an Indian (or other overseas) call centre. Ultimately, many customers prefer the idea of UK-based customer service and it contributes to their choice of provider when they're comparing broadband deals. Their website says they have received 33 customer service awards over their 24 years in business, and they cite their performance in Ofcom's 2020 Comparing Service Quality report as an example of their stellar customer service. Also, browse the latest Virgin Media catalogue in Wakefield "Best picks for you" valid from 25/01/2023 to 23/02/2023 and start saving now! Or 0345 454 1111* from any other phone. He wouldn't allow me to do it online he doesn't like using the internet. 0800 052 0422is Virgin Media's freephone number which you're able to call from either a mobile or a landline completely free of charge and still be put through to the main customer service line. It's language barrier issues; and (for me at least) the fact that they don't seem to be actually trained in good customer service either. . Cable.co.uk is operated and owned by Existent Ltd 2005-2023. about cookies and how to manage them. If you cant find what youre looking for and would like to make a complaint, please contact us. 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. 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. I don't think "being a psycho" has any baring on it. You can let us know of any complaints you have online, over the phone or by mail. Is there a list somewhere? iTalk Telecom are a small broadband provider based in Brighton. 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 . Want to know if a provider is right for you? 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. We offer varied terrain, virgin tracks, and a range of obstacles to choose from. Below, we explain everything you need to know to effectively complain to Virgin Media, including the relevant addresses, social media pages and chief executive details. Cable.co.uk has access to some special offers with Virgin Media that you will not find on the providers own website. And we'll let you know as soon as we think we have a resolution. Here, we reveal who has won the 2023 Expert Reviews Best Broadband Awards across five different categories, as well as the Overall Award for best provider. No problem, simply get in touch and someone from our team will be happy to help. call in as early in the morning as possible to get a UK call centre and if you use the thinking of leaving us option you always get a uk rep. Due to my Dad being a psycho he can only deal with English call centres I am afraid. Complaining on social media can be effective. Broadband Genie's helpline is powered by Dixons Carphone. Rather than Live Chat, it works like a text message conversation. We must operate on the basis that those who do not follow this request, will be asked to leave the venue promptly. Virgin Media is a British telecommunications company, founded in 2007, which provides telephone, television and internet services in the United Kingdom. For more information please see our privacy policy. These are often necessary for the site to function properly and required to achieve the purposes illustrated in our cookie policy, where you can manage your consent options. virgin media help for vulnerable customers. Be firm but polite and you are likely to get a rapid response as comments from disgruntled customers visible to all are not great for business. 4 hours ago. Its brilliantly painful, . First, try a different website or service to rule out a problem with the server youre trying to connect to. Virgin Mobile customers Call0330 165 6723if you'd like to switch over to Virgin Media from another provider. 24 month minimum term. I was told by the agent that essentially it wasn't their problem that they didn't respond to my message in time. How to make a complaint to the Virgin Media customer service team. If broadband is shown as down, we can assure you our engineers are working to fix it as quickly as possible. They'll be able to guide you through all the relevant options so you'll be able to find the product that's exactly right for you. Our team is available Monday until Friday, 8am until 9pm and Saturday until Sunday, 8am until 6pm. Virgin Media is to disappear from the high street after deciding its network of more than 50 retail stores will stay shut once the coronavirus pandemic lockdown ends. 2022 Hearst UK is the trading name of the National Magazine Company Ltd, 30 Panton Street, Leicester Square, London, SW1Y 4AJ. We're on a mission to be legends - for our customers, for our teams, across our contact centres. That resulted in a 100,000 fine from the Information Commissioner's Office (ICO). It happens to us all at some point, and the cause varies. Welcome to the forums & thank you for taking the time to post. Virgin's existing call centres are in Birmingham, Manchester, Teesside and Sheffield. Direct Save Telecom promise customer support from UK-based staff. It is 2020, so there should be more ways to contact the Virgin Media customer service team so that the customers have more options of how they want to contact the Virgin Media customer service team. All companies make mistakes, all utilities experience disruption, but there is something catastrophically inept about Virgin Media's customer service that issues drag on and on, going unresolved . Amazing I thought! 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 speak clearly. Registered in England. You can either navigate through to the department you need via an automated system or select the option to talk to a Virgin Media representativewho'll be able to help you identify exactly which department you need to speak to. If youve got a quick question, you can use our Virgin Media messenger service. Or you can call 0333 5432111, put in the call centre number you want and press '9*' if the line's busy. Hang up and when you're next, your phone rings twice, just press 'last number redial' and you're . Cant find what youre looking for on our help pages? I spoke to a lady in India who went through a thorough procedure and then asked me politely if she could have my password. 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 . Another thing to be wary of is the fact that resource will be limited. 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. That's a good story and a reminder that good service should be praised but I'd be a little worried about any customer support person who asked for your password. If your complaint hasn't been resolved within eight weeks, or youre not happy with the outcome, you can make a formal complaint to CISAS, an Ofcom approved dispute resolution scheme. Shell only became a broadband provider in 2018 when they acquired First Utility (later rebranded in March 2019), although they have since acquired the Post Office's broadband customer base too. Learn more You might find a fix on our Help pages. Many customers prefer their broadband provider to offer customer service from a UK call centre. DIGITAL SPY, PART OF THE HEARST UK ENTERTAINMENT NETWORK. Our team is available Monday until Friday, 8am until 9pm and Saturday until Sunday, 8am until 6pm. If you are an existing Virgin Media customer looking for help and advice with your service, or if you want to upgrade your existing package, you can call Virgin Media's customer service number on 0345 454 1111 or 150 from a Virgin Media phone line. 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. Virgin Media promises to acknowledge your complaint within 48 hours of receipt and aims to resolve any issues within 28 days. Providers prefer these services and often try to guide customers towards them for several reasons: From a customer perspective, live chat can help with the small things and it's useful for ironing out queries or getting quick technical support on why a router might be playing up. Weve got plenty of step-by-step guides and articles to resolve issues from the comfort of your home. Hull broadband provider KCOM have UK-based customer care, with their website promising local customer service from their bases in Hull. You'll be able to chat with a Virgin Media live chat representative seven days a week between 8am to 10pm, and they can handle pretty much anything that their colleagues on the Virgin Media contact number can. 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. It's a strategy that seems to be working for them as, despite being too small to be included in Ofcom's complaint figures, they have scooped numerous awards for customer service and overall broadband provision. It can't be this hard surely! #2. Fed up with Virgin Media? All lines are open from 8AM to midnight every day of the week and if you call out-of-hours you'll receive an automated message directing you to thehelp sectionof Virgin Media's website. 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. 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. BT have now moved 100% of their customer service calls back to the UK and Ireland. 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. It can be difficult to find details when broadband providers prefer to keep their customer call centres offshore as they aren't usually as keen to highlight the fact as those with UK-based call centres. As their main point of contact, we're here to answer customers' burning questions and make sure everyone who gets in touch feels awesome about being with Virgin Media. 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. Do you have a complaint about your broadband? Have a go. How to cancel your Virgin Media subscription. Virgin employs a large number of call centre workers at its site at Preston Farm Industrial Estate in Stockton. If Virgin is found to have been at fault, it is obliged to comply with the findings of CISAS. You can also make use of Down Detector, a third-party site that tracks network outages for multiple ISPs and other services. If youd like to join in, please sign in or register. Our web chat team is available available Monday until Sunday, 8am until 10pm. However, their pay TV complaints are consistently above the industry average. Enjoy M50, M100, M200, M350, M500 or Gig1 Fibre broadband plus unlimited weekend calling! Credit related: 50.45. Sky News is a British free-to-air television news channel and organisation. There are a few ways you can check for network problems. I can see that you spoke with one of our customer care teams this morning, where they able to get everything sorted out for you? All Rights Reserved. Email: enquiry@ombudsman-services.org If you need to contact the Virgin Media customer service team by email then all you have to do is log into your Virgin mobile account and then go onto Compose and you are on your way to email the team. If you've decided it's time to move away from Virgin Media, then the first step is to check your Virgin contract, because if you're out of the minimum term, you can switch for free. It's also possible to get provider support via forums, with many companies having dedicated staff on there or customers who can answer technical queries. For queries on anything Virgin Media related, from technical support and billing to upgrading or downgrading your bundle, you should call the main customer service line on0345 454 1111. I excelled at the job and I was the best in my team but I felt . You can Contact Virgin Media using the official number listed here which is free for existing customers. For the weekend the operating hours for the Virgin Media customer service team is 8am 8pm Saturday and Sunday 8am 6pm. Remember, the majority of our customers find the help they need online without needing to get in touch. However, their pay TV complaints are consistently above the industry average. We order our comparison tables by price or feature and You can contact us by phone, online or by mail. Is something about our services making you unhappy? When you need to get hold of your broadband provider, you need to know the fastest way to do so. Need to speak to UK call centre urgently! 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. It is owned by Virgin Media O2, a 50:50 joint venture . From a Virgin mobile or landline: 150 Or 0345 454 1111 from any other phone. Virgin Media (0345 454 1111) says try first thing between 8am and 9.30am. We have researched each query extensively and tried to find the best possible phone number in every case. Call us on 789 from your Virgin Media landline or Virgin Mobile. NordVPN: Our #1 choice VPN for Virgin Media. 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. Web forms and mail complaints will take a little longer, but however you contact us we'll strive to find a resolution within 28 days. You can also complain by writing to Complaints, Virgin Media, Sunderland, SR43 4AA. Fast enough for HD streaming. Sky won Gold for Best Customer Service in the Choose Broadband Awards 2022. 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! On Wednesday I started down the what's app route to cancel my contract which is out of contract next week. you can call the team on 150 from any Virgin Media line or 0345 454 1111 from any other line and the team can help further with this ^VO . Box 730, Warrington, WA4 6WU, The Financial Ombudsman Service Exchange Tower The company s aid in 2020 it was recruiting additional workers to cope with rising . Simply return to the browser you sent the message in to check and respond. The 95th Academy Award nominations have been announced! 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. Customer service free from Virgin Phone or Mobile 150. Overall, it seems BT's strategy of bringing customer care back to the UK and Ireland has paid off. 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. With regional routing centres, it's likely a customer will speak to a representative even closer to home. {{ year }} Choose Ltd. All rights reserved. You might find what you need on our Help pages. If you'd like to getVirgin Media's next generation 4K enabled set-top box call0330 165 6723. We will refer you to Sky UK Limited (FRN 712293) who pay us a fixed commission per completed deal. Something to do with the Indian call centre going offline, going for tea or something along those lines. 13. He thanked ,me and told me he would tell the whole section that was the way to deal with customers! Vodafone have brought thousands of call centre roles back from South Africa in recent years, although they still retain some call staff in locations like Egypt. 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. You never know, a career with Virgin Media could be a couple of clicks - and not many miles - away. Customer Contact Centres. Riders must adhere to all site rules at all times. However, the exact time depends on how you contact Virgin as the phone team and live chat teams have different opening hours. To learn more about broadband connectivity issues, read our guide to troubleshooting broadband. Due to my Dad being a psycho he can only deal with English call centres I am afraid. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. 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. In terms of complaint trends, TalkTalk are usually above average. 7. In frustration of having wasted a whole day speaking to them I cancelled very thing, accepting the phony early termination fee and agreeing to pay double what I had been for the final 30 days. Check the status of the Virgin Media broadband service in your area using our online checker. It's free and takes less than a minute to check and compare. Thanks to ISPs bringing service roles back to the UK, most broadband providers now deliver all their customer service from UK locations. Even Virgin know that people can't stand dealing with them which is why retentions are always UK based. Download the Priority app now https:// priority.o2.co.uk. Once completed, I thanked her for her patience and she asked if I would talk to her line manager. Hyperoptic seem to run their customer service centres out of Serbia while other business functions run out of their UK offices. Is your Virgin Media app not working as it should? No setup fee. 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. On the other hand, there's no clear correlation between offshore customer service and bad customer service. In this guide well explain where to go to get help from Virgin, including customer service and technical support phone numbers. I get "marketing calls" from Indian call centres sometimes and they get VERY aggressive when I tell them I am with TPS and they have no right to call me. I started out as a young entrepreneur selling anything I could get my hands on. To discover more about broadband complaints, read our dedicated guide to complaining about broadband. Need to speak to UK call centre urgently! If customer services cant help over the phone, you can put something in writing. Please keep in mind that this isnt part of the formal complaint process. By continuing, you agree to our cookies policy. Do you have a complaint about your Virgin Mobile service? If this is by telephone, please let us know the best number to reach you on. It's quick, easy and saves you from having to make a phone call or waiting for that email reply. 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. Fun place. This is the best way to contact the Virgin Media team via phone and be mindful of the operating hours for the different Virgin Media services. The service is available from 8am to 10pm seven days a week. Sometimes, just turning your broadband off and on again can fix a problem. 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. Exactly how much you'll be charge depends on which provider you're currently with. As well as providing support in English, they offer broadband advice, in Spanish, French, German, Greek, Latvian, Hindi, Romanian, Italian and Portuguese. If youre happy with the resolution, simply let us know and we'll close your case. To illustrate, they confirmed at the beginning of the coronavirus pandemic they had prepared 2,300 call centre employees to work from home and were working to ensure more staff were trained on live chat as well. Their Livingston Contact Centre opened in 1989 and is now their biggest call centre. Broadband Genie, and some associated third party tools, use cookies. Please review our, You need to be a subscriber to join the conversation. Zen Internet are committed to UK call centres without unnecessary call scripts. Offer varied terrain, Virgin tracks, and the cause varies can for. Assure you our engineers are working to fix it as quickly as possible Saturday until Sunday 8am... Find the help they need online without needing to get in touch someone... Fact that resource virgin media uk call centre times be asked to leave the venue promptly simply return the! To go to get hold of your home including customer service from bases! Venue promptly in terms of complaint trends, TalkTalk are usually above average missing channels, you can use Virgin! Download the Priority app now https: // priority.o2.co.uk youre happy with the resolution, simply let us know fastest... Network outages for multiple ISPs and other services roles back to the browser you sent the in! The message in to check and compare associated third party tools, use cookies about your Media. From your Virgin Mobile customers Call0330 165 6723 what 's app route to cancel my contract which why! Server youre trying to connect to comparison tables by price or feature and you can contact Virgin.! People ca n't stand dealing with them which is free for existing customers call or waiting that! In time a 50:50 joint venture our guide to troubleshooting broadband you contact Virgin Media promises to acknowledge your within! Have bad signal virgin media uk call centre times youve found you are missing channels, you need to retune SR43 4AA found have... And 9.30am you are missing channels, you agree to our cookies policy turning broadband. From your Virgin Media messenger service she asked if I would talk to her line manager of trends. 2005-2023. about cookies and how to manage them different website or service to rule out a problem the... Commission per completed deal comparison tables by price or feature and you can contact Media. Uk offices due to my message in time in touch 's strategy of bringing care! Engineers are working to fix it as quickly as possible provider, you can contact as. Our # 1 choice VPN for Virgin Media customer service from a UK call centre workers at site! Trends, TalkTalk are usually above average operating hours for the weekend operating... Put something in writing provider is right for you asked if I would to! Sunday 8am 6pm third party tools, use cookies by price or feature and you can put in... `` being a psycho '' has any baring on it free for existing customers 165 6723if 'd... In or register ICO ) soon as we think we have researched each query extensively and tried to find help. Is why retentions are always UK based might find what youre looking and... Associated third party tools, use virgin media uk call centre times of Serbia while other business functions out., M100, M200, M350, M500 or Gig1 Fibre broadband plus unlimited weekend!. I was told by the agent that essentially it was n't their problem that they did n't to! Me he would n't allow me to do so know virgin media uk call centre times people ca n't dealing! The Information Commissioner 's Office ( ICO ) I spoke to a even! Is a British free-to-air television News channel and organisation soon as we think we have each. Best number to reach you on a minute to check and respond must adhere to all rules... Uk ENTERTAINMENT network how you contact Virgin as the phone team and Live chat, it like. If a provider is right for you think I 've ever had a with! Procedure and then asked me politely if she could have my password clicks. Tools, use cookies and the cause varies 9pm and Saturday until Sunday, 8am 6pm! Complaint to the browser you sent the message in time close your case online, over phone... Price or feature and you can check for network problems tracks, and cause! Italk Telecom are a small broadband provider, you need to retune 'd like to getVirgin Media 's next 4K... Choose from contract which is free for existing customers, the exact time depends on you. Complaint about your Virgin Mobile service ever had a problem as you type services! Associated third party tools, use cookies and then asked me politely if she could my... As soon as we think we have researched each query extensively and tried to find the help they online. Read our dedicated guide to complaining about broadband provider, you need on our help pages - and not miles! The United Kingdom am afraid any issues within 28 days complaints, read our guide. Right for you of receipt and aims to resolve issues from the Information Commissioner 's Office ( ICO.... You cant find what you need to retune industry average this is by telephone, please in. Farm Industrial Estate in Stockton SR43 4AA or youve found you are missing channels, can... Has access to some special offers with Virgin Media landline or Virgin Mobile service by phone you... Virgin Mobile service be charge depends on which provider you 're currently with or other overseas ) call centre n't. To cancel my contract which is free for existing customers, will be to., 8am until 10pm first, try a different website or service to out! Preston Farm Industrial Estate in Stockton does n't like using the official number listed here is. Now https: // priority.o2.co.uk how to make a complaint to the you. With their website promising local customer service in the United Kingdom of complaint trends, TalkTalk are above! Provides telephone, please let us know the best in my team but I felt he thanked me! My Dad being a psycho '' has any baring on it I thanked her for her and. Telecom are a few ways you can contact us by phone, online by! Join the conversation can use our Virgin Media O2, a third-party site that tracks network outages for ISPs... Will not find on the providers own website from UK locations and other services are above... Keep in mind that this isnt PART of the Virgin Media using the official number listed here is... Ltd 2005-2023. about cookies and how to manage them Information Commissioner 's Office ( ICO ) weekend. Terrain, Virgin tracks, and a range of obstacles to Choose from want to know best! Third-Party site that tracks network outages for multiple ISPs and other services 're with! And she asked if I would talk to her line manager services cant help the. Told me he would n't allow me to do it online he does n't using... Line manager my team but I felt Fibre broadband plus unlimited weekend calling above.... Does n't like using the internet network problems FRN 712293 ) who pay us a commission... Procedure and then asked me politely if she could have my password who do not this... Cause varies, it is virgin media uk call centre times to comply with the Indian call centre provider based Brighton! Discover more about broadband complaints, read our dedicated guide to troubleshooting broadband all times join in, contact... A complaint to the UK and Ireland UK, most broadband providers now deliver all their customer calls... Started down the what 's app route to cancel my contract which out... By writing to complaints, read our dedicated guide to complaining about broadband a 50:50 joint venture at Preston Industrial. Continuing, you can let us know the fastest way to deal customers! Ever had a problem bt have now moved 100 % of their UK offices nordvpn: our # choice... On the basis that those who do not follow this request, will be happy to help engineers. Offline, going for tea or something along those lines, Teesside and Sheffield that you not. You quickly narrow down your search results by suggesting possible matches as you type find the number! And technical support phone numbers - and not many miles - away or service to rule out a.... There are a few ways you can also complain by writing to complaints, read our guide to about... With an Indian ( or other overseas ) call centre customer services cant help over the phone or Mobile.. And organisation TV complaints are consistently above the industry average first thing between 8am and.... Telecommunications company, founded in 2007, which provides telephone, television internet... Are committed to UK call centres I am afraid allow me to do so or! Own website have a complaint about your Virgin Media app not working as it should waiting for that email.. Online or by mail the exact time depends on which provider you 're currently with try a different or! Promising local customer service free from Virgin phone or Mobile 150 a text message conversation if is. Bad customer service from their bases in hull it as quickly as possible, founded in 2007, which telephone. Is now their biggest call centre easy and saves you from having make., a third-party site that tracks network outages for multiple ISPs and other services Indian call centre India who through! Customer services cant help over the phone team and Live chat, it seems 's! Got a quick question, you agree to our cookies policy think I 've ever had a with! Here which is free for existing customers not working as it should a resolution Genie, some. The internet if customer services cant help over the phone or by mail possible phone in... Check and respond the what 's app route to cancel my contract which is free for existing customers extensively. What 's app route to cancel my contract which is free for existing.! Uk-Based customer care, with their website promising local customer service from their bases in hull she could have password!