Contacting Virgin Media

eharris1975

Due to unemployment I have fallen behind on several bills, including my Virgin Media bill. As Universal Credit (UC) only pays £390 (I was not eligible for the cost of living payment) I could not pay the bill in full. I have paid £70 towards the bill and then I thought it was sorted for the time being. However, I was threatened with being cut off and so I contacted their customer services team (after figuring out how to get through to a human) and they said they can extend until last Saturday, as they could not extend until 10th March (that is when I get my UC). So I phoned up on Saturday and then spoke to the customer service agent and she then said I needed to speak to collections. So I spoke to collections, then the agent said I should not have had the extension and that they cannot extend to 10th March but if I enter into a repayment plan - £50 per month +£15 for the basic service I will be OK, but I needed to pay £10 which I did. However, Sunday evening I was cut off.

The issue is speaking to a person, going via their customer service number (which is hard to find eventually I found it which is 0345 454 1111) at the moment the system will not allow me to get through to a person. I have now called their sales team (people speaking English and are most likely based in the UK) but as they are sales they cannot deal with my situation so they put me through to customer services (Indian call centre). I have lodged a complaint with Virgin Media on the way that I have been treated. I doubt I will get a response from them but I thought I would let everyone know.

But unfortunately due to a dodgy overhead phone line being present (it is aluminium connected to copper) I have to use Virgin media for internet.

JSmithy45AD

Try https://www.virginmedia.com/broadband/low-income-families and scroll down.

Bigphil1474

Can't you just dial 150 from your phone (assuming it's a VM phone)