So after hours waiting on the phone, being cut off, unavailability of "live chat", website links not working and being cut off, mis-directed and going round in circles I finally get through to some one on WhatsApp. After waiting some hours the agent states that she cannot access her system properly so says she will transfer me to the "account specialist team". I ask if that will mean me waiting another 2 hours, they assure me they will put me through "in a couple of minutes". Twenty hours later (yes, TWENTY), the next day, an agent comes back to me. Their "cut and paste" replies include asking me if "I'm enjoying my weekend" (it's Tuesday) and getting my name wrong twice. Of course we have to start the entire security process and dialogue again as they cannot access yesterdays conversation, even though it is the same "chat". Then - and here is the best bit - midway through the conversation - which is very nearly over - the agent suddenly announces that is is "time for their scheduled break" and can they come back to me in thirty minutes? This is beyond parody. Needless to say, thirty minutes has long since passed and there is no sign of the agent. If/when someone does come back (no doubt in another 20 hours) I'll again have to go through the security and start the entire conversation again. If Virgin Media reply to this review no doubt they'll say "sorry" and invite me to call them, or use "live chat", or go onto WhatsApp.....and so round and round we go again! This is day four of me trying to progress this with them. Be warned if you are considering joining Virgin Media - this company is complacent, disorganised, technically inept and has absolutely no desire whatsoever to address their dire level of customer "service". Avoid them - because if you ever need to contact them you'll wish you'd never joined.
4 months ago
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Virgin Media has a 1.17 average rating from 1,638 reviews

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Alice, Customer Support

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