Virgin Media Contact Nums and Emails needed - high ups

Samtheman · 04-12-2008, 19:56

Hi,

I've been hanging here for a while but finally signed up because I need help. I'm not meaning to be in a hurry but, my phones are dead and so is the power to one because its fed off the phoneline. I can't call Virgin, I've been trying on a mobile all day and spent Ã‚Â£45 of credit on their 0845 number.

Email? Non-existent. Anyway I would appreciate it if I could have some emails and phone numbers of some high ups so I can make sure I can fix this crap service and make them know how bad this service is.

This is ridculous now - i'm holding on the phone for 10 minutes for it to be cut off by unsympathetic support.

P.S. My brown Telewest box outside the house has frayed and damaged wires (I think this is the problem) but I can't even get hold of an engineer.

My business has important events tommorow so I needed it today.

Thanks!

Kymmy · 04-12-2008, 20:01

If you're using it for business then you should have a business account with the 6 hour SLA.......

Apart from that try the newsgroups as they seem to be a lot more efficient

Samtheman · 04-12-2008, 20:03

No it's not a business account asuch - it is a home phone which we use at home but as business is ran from home it is used for it.

The guy hung up on me again after telling me it wasn't his problem.

Any newsgroups in particular?

I might check news.blueyonder.co.uk but doubt it will yield a result.

Raistlin · 04-12-2008, 20:04

Why would he say it wasn't his problem?

You're a Virgin customer, and your Virgin phone line is dead?

Samtheman · 04-12-2008, 20:07

Good question - he said he worked in packages and would transfer to faults (but actually transferred me to another guy in packages), 0208 is my area code (South London), so the system classically starts telling me about 0207 (N.London and keeps mentioning liverpool)

Been a customer since 1998 and with these people the second something goes wrong its so difficult to get hold of them. But this seems to only start when NTL acquired Telewest.

They answer the sales number like a bullet, the fault one though and your on hold for 20 minutes before cut off.

on in an hour! · 04-12-2008, 20:09

Quote:

Originally Posted by Samtheman

No it's not a business account asuch - it is a home phone which we use at home but as business is ran from home it is used for it.

The guy hung up on me again after telling me it wasn't his problem.

Any newsgroups in particular?

I might check news.blueyonder.co.uk but doubt it will yield a result.

that still qualifies it as a business line,albeit from a resedential premises

Samtheman · 04-12-2008, 20:10

Well, I don't have any numbers except 151 or 0845 number.

joglynne · 04-12-2008, 20:11

You need to post your problem on virginmedia.support.telephony and details of how to set up Virgin Media Newsgroups can be found here.

Samtheman · 04-12-2008, 20:12

Thanks, I know how to setup newsgroups!

---------- Post added at 20:12 ---------- Previous post was at 20:12 ----------

Doesn't this mean I have to put up my details up publicly though? e.g. acct number, address.

Raistlin · 04-12-2008, 20:13

Nope, just post the details of your problem - one of the support guys should give you a tug and request any further information that they need.

You can confirm that they are who they say they are because they will be able to contact you from an official email address and so on.

Kymmy · 04-12-2008, 20:13

If you had a business line they do have both a 6 hour fix time and a 24hour freephone number.. Not saying it'll help now but if you do rely on the phone for business usage then perhaps might be a better option for the future

Samtheman · 04-12-2008, 20:18

Yeah I'll give Newsgroups a try, thanks a lot. As for the business line, I think after today Virgin are losing all services.

on in an hour! · 04-12-2008, 20:19

Quote:

Originally Posted by Kymmy

If you had a business line they do have both a 6 hour fix time and a 24hour freephone number.. Not saying it'll help now but if you do rely on the phone for business usage then perhaps might be a better option for the future

agreed,instead of winging it all these years when clearly knowing using a line for business (wherever its installed) is deemed a 'business line',the OP could have been upfront before it was installed and saved all of this hassle now

Samtheman · 04-12-2008, 20:31

Thanks for your help regarding Newsgroups - sorry we use it for business but not frequently e.g. maybe 20 calls a year.

Mick Fisher · 04-12-2008, 21:02

I have a BT line, I know,I know, about Phorm and how carp BT is as a Company.

I recently discovered I had a fault with my line and grudgingly had to report it.

Surprisingly I got through to faults extremely promptly. The agent I spoke to was courteous and knowledgeable but doubted what I was complaining of. She said she would investigate and call me back.

I took this with a pinch of salt and got on with my life.

However within a few minutes she was back on the phone

to confirm I was right and that she had reported it to an engineer at the local exchange.

Later the same day the engineer phoned

, apologised for my inconvenience, said he thought he had found the fault and needed my help, together we managed to test the line to prove everything was working. I thanked him for his first class service.

Then later on, again on the same day, BT CS phoned me

to enquire if my line was working properly again. I thanked them and conformed it was.

I am impressed and quite gob-smacked. I can't remember receiving this level of support since the good old days of "The customer is always right".

Maybe I was 'just lucky' but..................