Superhub : Customer services

[flatley]

I need to speak to customer services about my broadband. What number should I be calling? I've tried 0345 454 1111 but this keeps asking me for a blasted password I don't have.

Getting cheesed off with VM now.

[kandinsky]

150 if you have a virgin landline.

[roughbeast]

Originally Posted by flatley

I need to speak to customer services about my broadband. What number should I be calling? I've tried 0345 454 1111 but this keeps asking me for a blasted password I don't have.

Getting cheesed off with VM now.

This will be the security password you gave when you first set up your account.

Don't worry, you get to talk to someone without it. They will ask you additional security questions instead.

[flatley]

Thanks for the replies but unfortunately they don't help.

I've never set up a password with Virgin - my account was inherited by them from ntlworld.

I am being plagued with texts and emails about sending them kit back - which I have done and have the tracking ID. If I reply to these comms, they are just ignored.

I've tried the online chat but that's hopeless - they don't understand what I'm trying to tell them. So, they direct me to customer services who want that bloody password.

I've never met a company so reluctant to speak to its customers.

If any one has any ideas of what to do next, I'd appreciate it.

I just want to speak to someone! Very close to me telling them to shove their account. Shame as I've been with them for years.

I've just sent them this:

Look, I've replied to you via text and email and I get no response. The kit is on it's way and I have a tracking ID. Will somebody please phone me as I need to speak to someone - customer services cannot be reached due to wanting a password I don't have and my landline doesn't have a hash key on it.

I want to speak to someone, not a bot or someone who doesn't understand what I'm trying to ask in your online chat thing.

[arcimedes]

You could get a cheap analogue phone from Argos for £5 which has a hash key on it. That would be the easiest way to solve your problem.

[flatley]

Finally got through to them. basically, I needed to return kit to them but they kept asking for it even when it had already gone.

Anyway, I also learnt today that you can bypass the password request by remaining silent. To sum up, I was told to ignore the nag requests.

However, I've just received a text saying I can get a new Hub for free. Which is the kit I'd returned. Sometimes, automated stuff like this has - and I hate this term - no joined-up thinking. Left hand, right hand etc.