One of the things I hate about Virgin....

whattochoose

.....When there is a fault and you ring and they send you a link, believing you'll have a smartphone allowing you to open the link which will sort the problem out, but you only have a basic mobile, but they cut you off anyway, and you have to ring again, in the hope you'll speak to a real live human being at some point.

recordplayer

I feel your pain. Been there, done that, run a support line for an ISP, so know exactly what you're talking about.

I find that the best time to call ( if you can ) is morning between 8 - 10 am. I have found in the past that I can get through to a tech support person. The other method is to get through to customer services, tell them you need to cancel a service as it doesn't work, and they clearly can't provide you with a working service, and usually to avoid a cancellation and retention conversation they will get you through to a tech person to speak to you. It's horrid you have to be devious to actually get through to a human to sort these things, but needs must. 

This is why it's important to establish how good tech support is with an ISP before signing up, and why forums like this are so invaluable.

The sad thing is, Virgin actually have good tech people in the UK, but trying to actually speak to them is a nightmare. It has made me reluctant to recommend Virgin to people even though in many areas they do offer the best speeds. 

Bigphil1474

I had a right run-around with VM just last week. Wanted to resign up my contract, discuss price etc. so used the chat function which eventually gets you on to WhatsApp. They needed my telephone contact password, which I probably last used 18 months ago, so no idea. They gave me instructions to reset it. Got the oops something went wrong message every time I tried. Explained that to the person on Whatsapp - sorry, can't do anything without your password. They offered to send me a card out to help with resetting the password! Eventually gave in and rang them up. Must have been an overseas call centre as it was difficult to understand them and the line quality was poor - made me chuckle when their call handler pointed that out given it was their phone line.