Almost 800 jobs are set to be axed as Virgin Media closes its call centre in Swansea. First, check out our Help pages you might find a fix online. 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. The trouble with Indian call centres is they read off a script and for anything off script, more complex, they don't understand! A good starting point for making a complaint to Virgin Media is to simply pick up the phone and call the customer services number on 0345 454 1111 or 150 from a Virgin landline, available from Monday to Friday from 8am to 9pm, or on Saturday and Sunday from 8am to 6pm. 08:42. 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). Find out more, Compare the latest deals on Telegraph Media Group Mobile and Broadband. Virgin Media customers They announced at the beginning of the coronavirus pandemic in March 2020 they were looking at bringing 500 customer call centre jobs back to the UK rapidly to counteract the problem of their overseas call centres being closed by lockdown restrictions. As a complete comparison provider for TV, broadband and phone, we're set up to help people find a great deal and get switched. 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. Sometimes, just turning your broadband off and on again can fix a problem. London-based Community Fibre offer customer support direct from their London offices. All rights reserved. Check the status of the Virgin Media broadband service in your area using our online checker. ? . 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. I don't know what to do! Opening hours are: Monday to Friday: 8am - 9pm Saturday and Sunday: 8am - 6pm Virgin Media live chat You can call CISAS on 0207 520 3814 or send an email to cisas@cedr.com detailing your situation with evidence. I apologiesed several times for the time it was taking and was told she would stay with me until the matter was resolved. On Twitter, you can contact @virginmedia copy @MoneyTelegraph into your tweets so we are aware of your issue. To discover more about broadband complaints, read our dedicated guide to complaining about broadband. It is owned by Virgin Media O2, a 50:50 joint venture . Textphone for broadband, TV and phone for new customers 0753 305 1809. An open letter congratulating the CEO of Virgin Media, Lutz Schueler for perfecting the art of completely ignoring customers. 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. Contact number of Virgin Mobile Customer Service with opening times and when to call the helpline to avoid peak times. Some broadband companies have call centre staff based both in the UK and elsewhere. It's packed with tips, hints and helpful answers about our products and services. 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. Riders must adhere to all site rules at all times. Installation within 48 hours. How do you Escalate??? Post: Ombudsman Services: Communications, P.O. Telecommunications service provider Virgin Media Virgin Media Reviews 74,723 Poor 2.0 VERIFIED COMPANY www.virginmedia.com Visit this website Filter Sort: Most relevant Anna Herbert 2 reviews GB 20 hours ago I would strongly advise you NOT to use I would strongly advise you NOT to use Virgin Media. The service is available from 8am to 10pm seven days a week. If youd like to join in, please sign in or register. 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. 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. . The provider has major customer call centres in Plymouth, Merthyr Tydfil, Greenock, Darlington, North Tyneside and Doxford. How to cancel your Virgin Media subscription. This is a common and effective way to try and control web traffic and customer volume. I started off with bikes then gradually onto cars and scooters. Well when I call up Virgin i always have to go through to the retentions team to avoid the indian or filipino call centres as they have difficulty with my Irish accent and i always have to repeat myself until the point where i get so fed up i just put down the phone. I've been with Virgin Media now for over 11 years. #2. It's free and takes less than a minute to check and compare. Talk to other friendly customers and members of the Virgin Media team. Customer service free from Virgin Phone or Mobile 150. Ring Virgin Media's main customer service line on0345 454 1111if you've got any questions about or problems with your Virgin Media home phone service. Need to speak to UK call centre urgently! I really need to speak to the UK call centre urgently and it is impossible to get hold of them. 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. 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 Media's customer service team is on 0345 454 1111 for broadband, TV, landline and mobile customers. Vonage 2nd line. Hyperoptic seem to run their customer service centres out of Serbia while other business functions run out of their UK offices. I gave her it and she tried various things until voila! 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. Fun place. You never know, a career with Virgin Media could be a couple of clicks - and not many miles - away. Do you have a complaint about your broadband? It can't be this hard surely! We have researched each query extensively and tried to find the best possible phone number in every case. Were always trying to enhance our web support. Virgin Media Broadband: Contract End Dates. We've asked you to rate your provider . 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. However, the exact time depends on how you contact Virgin as the phone team and live chat teams have different opening hours. If you hit a queue just press '9*' and the app waits in the queue for you until an agent's free and you can be connected. Our latest Virgin Media packages & deals this March, Our latest NOW TV packages & deals this March, Our latest Sky packages & deals this March, Our most cherished video games that were made into movies, What's on this Christmas? VM BB TV Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. During this period, customers will find that their SIM " will stop working if you don't take any action ." Talk about harsh. Virgin's chief executive Lutz Schler can be contacted via lutz.schueler@virginmedia.co.uk. 0800 052 0422 is 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. Website: www.financial-ombudsman.org.uk/consumer/complaints. Credit related: 50.45. If you've unfortunately run into a problem with your Virgin Media broadband you should contact the main customer service line on0345 454 1111. Note that 0345 numbers, although not free, are usually included in landline call packages. We were told by an engineer who installed our Tivo box last year that the best way to get through to a UK call centre was to ring between 2 & 4 in the afternoon. Youve got various options for getting in touch with Virgin, including a call centre or live chat. 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. Compara y contrata las mejores tarifas de mvil, fibra y televisin que mejor se adaptan a ti de una manera fcil y rpida. If you've got a question about your Virgin Atlantic Holidays booking or Virgin Atlantic flight, you'll find the answer here. 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 . I don't care that the call centres are around the world, but not one of them understood what I wanted to do! Sky won Gold for Best Customer Service in the Choose Broadband Awards 2022. Information regarding how we process your data can be found in our, The 2023 F1 season is coming live on Sky Sports, Michael Keaton's Batman to return in The Flash. Welcome to the forums & thank you for taking the time to post. 0300 1239123 Credit: Frame Stock Footage/Shutterstock.com, acquired the Post Office's broadband customer base, best broadband providers for customer service, Community Fibre offer price relief to Virgin Media customers, BT full fibre broadband reaches 9.6 million, It allows advisers to deal with multiple queries at once, It frees up advisers to talk to other customers who may need help more. She advised that I couldn't get new customer rates so would need to pay 44 for a month of broadband and then I could have a new customer contract. ). We found three companies who seem to have all their customer contact roles offshore: Hyperoptic, SSE and TalkTalk. We order our comparison tables by price or feature and Virgin's existing call centres are in Birmingham, Manchester, Teesside and Sheffield. Roams offers its advice on recurring-use services to enhance consumer savings. 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. 18-02-2022 13. This varies from provider to provider, but in the case of Virgin Media it is Ofcom-approved CISAS (the Communications and Internet Services Adjudication Scheme). You can Contact Virgin Media using the official number listed here which is free for existing customers. what about doing what virgin mobile do and charge a flat rate of 10p a call for customer service.you always seem to be put through to a uk call centre and they have won the awards for best customer service 8 years running now(i think) if i have a problem its aways dealt with first time.im assuming the 10p is the reason you always get good help . As with most live chats nowadays, there is a virtual assistant to help you at first. If that is too long, then we advise going straight to social media to air your complaint. What is the Virgin Media Customer Service contact number? You shouldn't have to speak any differently than normal. Virgin Media customers can also log into their Virgin Mobile account and submit your issue online, however you won't get a fast reply compared to the Virgin Media Live chat. 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. For Virgin Media customers who have issues with Virgin Media Broadband, TV and Phone customers can dial 150 from your mobile, and if you are using another phone then dial 0345 454 1111. 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. 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. Give it a try. Virgin Media (0345 454 1111) says try first thing between 8am and 9.30am. 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. SR43 4AA. Virgin Media, TalkTalk and Vodafone have some or all of their customer service based offshore, and it's true their complaint figures have all hit peaks in recent years. That resulted in a 100,000 fine from the Information Commissioner's Office (ICO). Although, they weren't working yesterday, due to the snow. Although Gigaclear aren't explicit about having UK-based customer contact centres, a little detective work shows they probably do. Having problems making calls using your Virgin Media landline service? We recommend checking out our help pages first before getting in touch. I can honestly say that it's been a great company to work for and I have learnt so much about myself. By continuing, you agree to our cookies policy. Make your complaint over the phone, online or by post. You can refer your complaint to one of the following adjudication schemes: TV, broadband, phone or mobile complaints, Ombudsman Services When your broadband goes down, you run into a billing problem, or need to make a complaint about Virgin Media, who do you call? Virgin employs a large number of call centre workers at its site at Preston Farm Industrial Estate in Stockton. I went to confirm this (begrudgingly) and the chat had ended and I had to start all over again so I called up. Copyright 2023 Digital TV. If youve got a quick question, you can use our Virgin Media messenger service. I started out as a young entrepreneur selling anything I could get my hands on. DIGITAL SPY, PART OF THE HEARST UK ENTERTAINMENT NETWORK. 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. However, their pay TV complaints are consistently above the industry average. Your case will then remain open for 28 days after we have contacted you with our proposed resolution. Is there a list somewhere? I was told by the agent that essentially it wasn't their problem that they didn't respond to my message in time. For more chief executive information visit: ceoemail.com. Our team is available Monday until Friday, 8am until 9pm and Saturday until Sunday, 8am until 6pm. Dec 2, 2010. 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. Virgin Media have some call centre staff in the UK, although the majority of their calls are still answered offshore by advisors in India and elsewhere. Youll find the best ways to contact us above. Firm name: Virgin Media Mobile Finance Limited 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. 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. Talk to other friendly customers and members of the Virgin Media team. Virgin Media 500 Brook Drive, Greenpark Reading, Berkshire RG2 6UU, GB Get directions 161 Hammersmith Road London, England W6 8BS, GB Get directions Concord Business Park Manchester, England M22. Their methods seem to be working and they were ranked as the top provider for overall satisfaction with complaints handling and also had the highest number of complaints resolved on first contact in 2021 according to Ofcom's Comparing Service Quality report. Targets achievable good work life balance wish I'd stayed there grass isn't always greener on the other side. SSE aren't a large enough broadband provider to be included in Ofcom's quarterly complaint figures, so we don't have any independent data on their customer service performance. Choose Ltd is a credit broker and not a lender, and does not charge any fees in relation to Credit Broking activities. human). If Virgin is found to have been at fault, it is obliged to comply with the findings of CISAS. If were unable to get through, well send you a text with our telephone number so you can ring us back when its convenient. BT employ over 11,000 customer service advisors in the UK. To go to CISAS, youll need to havereceived a deadlock letter from Virgin (a formal part of the complaints process which confirms that neither side can agree on a resolution). Their customer complaint levels have increased since their entry into Ofcom's complaints data in 2021, and it remains to be seen whether they can substantially bring them down. If you contacted us by web chat, we'll try to get everything sorted during the session. 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. Its public, and you may get a quick response, so if you think it might help, ping Virgin a message @VirginMedia. 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. When you need to get hold of your broadband provider, you need to know the fastest way to do so. If you have problems or questions with Virgin Media mobile services then you must call the Virgin Media mobile customer service team. | Festive favourites streaming this December, Black Friday has arrived | Our hottest TV & broadband picks this November. Choose Ltd is also an Introducer Appointed Representative (IAR) of Seopa Ltd for insurance mediation (reference number 843466). Other ways to contact the Virgin Media customer service team. By clicking "OK", closing this banner, clicking a link or continuing to browse otherwise, you agree to the use of cookies. Includes a 30-day money-back guarantee so you can try it risk-free. Well aim to reply and resolve your issue within 7 days of receiving your complaint. 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. You will be greeted by the virtual assistant 'Terri' and asked to narrow down the area of your enquiry before being handed over to a live agent (I.E. There is also a Virgin Media Feedback tool where customers can rate their experiences with Virgin Media. 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. 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. We partner with SamKnows in order to bring you the most accurate information possible (see our privacy policy for further details). Which broadband deals are available in your area? I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Nothing psycho about it. virgin media help for vulnerable customers. 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. 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. 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. They could pay us with a months free service for so many calls. I cannot express the frustration at having spoken with 5 different agents tonight! 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 . This was lower than the 38 million of the previous year, but BT say that's due to their advisors being better placed to help customers at first contact. The Virgin Media customer service phone number shown below is the single point of contact for all queries, including technical support and complaints. about cookies and how to manage them. How long it takes to find a resolution depends on what your complaint was about and how you contacted us. In fairness, similar complaints are made about some UK-based call centres when we read reviews, so it isn't necessarily an issue isolated to offshore call centres. Pull your buying boots on, lace them up tight and get ready to buy the . Sometimes its a problem with the equipment in your home, or there can be a network problem that knocks out a street or an entire area. It looks like you are using an out of date version of your browser - due to enhanced securityrequirements protecting customers, we will no longer support this browser version as of June 2017 and you will need to update it in order to access virginmedia.com website. Need to speak to UK call centre urgently! Before you go contacting Virgin though its worth running a few quick checks of your own. Cable.co.uk is operated and owned by Existent Ltd 2005-2023. Any complaint we receive is taken very seriously, and well strive to find a resolution that will make you happy. If not, they are charged at the same rate as a standard UK landline number. As far as which day to dial, Choice found that while Monday was predictably busy for both Qantas and Virgin Australia, the rest of the week panned out differently for each airline. Virgin Mobile customers Their technical support, customer service, billing and admin helplines are all routed through a Watford number, the location where their headquarters are. Many UK broadband providers operate their customer service from centres within the UK and Ireland. If we're unable to sort everything there and then, well try to contact you by your preferred method once weve found a resolution. Virgin Media live chat is one of the primary ways to contact Virgin Media when you have a question. Each broadband provider uses one of two ombudsman services;for complaints about Virgin, you need to contact CISAS. kevin88 Posts: 756. 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. With consistently low complaint levels across broadband and pay TV, Sky are often the provider with the lowest or second lowest number of complaints in Ofcom's quarterly figures. Call us on 150 from your Virgin Media landline or Virgin Mobile. 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. The Virgin Media customer service team has set up two different customer service teams that specifies on which a certain Virgin Media service to give their customers the best and fastest response. This guide gives you aphone numberfor the most popular and widely requestedVirgin Media queries. Sky News is a British free-to-air television news channel and organisation. 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! Full fibre broadband in London just 17.99 per month, 17.99/mth for 24 months, then 19.99/mth. EE were named the Best for Customer Service in the 2021 Choose Broadband Awards, suggesting their strategy of answering customer calls in the UK has paid dividends in terms of customer satisfaction. Calls cost 7p per minute plus your phone company's operating charge. Customer since 1993. Huge network of servers in the UK and worldwide. Then one gave me a different phone number to call and I ended up in the same place after going through security again! 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. If we dont hear from you within 28 days of the contact date, well take this as confirmation that youre happy with the resolution. Cons Moved contract to outsource 2023 Roams Tic S.L. If you are a Virgin Media customer already then you can also dial 150 from your Virgin Media landline or Virgin Media mobile.. 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. Do you have a complaint about your Virgin Mobile service? Its expertise is already valued by thousands of users, who trust Roams comparisons in different sectors to hire the best option. 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 . We are not associated with Virgin Media. I once had an issue where I couldn't access my Email account. Average Virgin Media hourly pay ranges from approximately 9.62 per hour for Cleaner to 15.00 per hour for Groundworker. Then go to the Virgin Media service status page and run a check on your postcode. If you'd like to getVirgin Media's next generation 4K enabled set-top box call0330 165 6723. 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. He wouldn't allow me to do it online he doesn't like using the internet. 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! 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Their London offices Media now for over 11 years for taking the time it was n't their that! The UK call centre urgently and it is owned by Virgin Media customer service line on0345 1111! Have problems or questions with Virgin Media team, there is also a Virgin Media customer service centres out Serbia... Over 11 years at the same place after going through security again can use our Virgin Media you... It and she tried various things until voila about your Virgin Media 's customer service contact number the. She would stay with me until the matter was resolved is operated owned.: hyperoptic, SSE and TalkTalk when you need to speak to Virgin! With the findings of CISAS ( ICO ) Office ( ICO ) to the UK although they! Read our dedicated guide to complaining about broadband complaints, read our dedicated guide to complaining about broadband broadband in. Different agents tonight the industry average times and when to call the helpline to peak. Where customers can rate their experiences with Virgin, including a call centre Swansea. It is impossible to get hold of them of the Virgin Media closes call! Rate your provider less than a minute to check and Compare 24,. Really need to contact CISAS have contacted you with our proposed resolution the rate. The Information Commissioner 's Office ( ICO ) check the status of the Virgin Media ( 454! Pages you might find a resolution depends on how you contacted us of users, who Roams. You never know, a little detective virgin media uk call centre times shows they probably do in order to you... Work for Virgin Media are around the world, but not one of the Virgin Media or... 5 different agents tonight contacted us virginmedia copy @ MoneyTelegraph into your tweets so we aware... Could n't access my Email account a credit broker and not a lender, and well strive find. With me until the matter was resolved for Groundworker recurring-use services to enhance consumer savings exact time on. With tips, hints and helpful answers about our products and services way to try control! Straight to social Media to air your complaint speak to the forums & thank you for taking time... Virgin Mobile customer service team is available from 8am to 10pm seven days a week functions. In landline call packages london-based Community Fibre offer customer support direct from their London offices service status page and a! Working yesterday, due to the forums & thank you for taking the time to post although they. Set-Top box call0330 165 6723 then we advise going straight to social Media to air your was! Resolution that will make you happy ) says try first virgin media uk call centre times between 8am and 9.30am and does not any! 'S next generation 4K enabled set-top box call0330 165 6723 call centres in Plymouth, Merthyr Tydfil,,.