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Customer service - wait for 20 mins and they hang up!

Lookout

I've been trying to call and chat online but no joy!!

I got through twice after a 20 or 25 min wait and on both occasions the rep hung up - not a great way to handle call volume and manage customers

The live chat is also down despite being constantly directed to use this service.

When you put though a price increase expect call volumes to rise!!!

Call back is required - I'm really annoyed - Virgin beckons!?!

Re: Customer service - wait for 20 mins and they hang up!

3 Moderator

Hi ML 👋 Our call centre and webchat agents are experiencing problems cause by a high volume of calls and query's which is causing these delays and disconnections. We're working to resolve this as we speak. You'll need to call our dedicated line to discuss this or you can also call 1913 to speak to an agent directly, Martin. 

Re: Customer service - wait for 20 mins and they hang up!

Lookout
Not really an answer. Call the overloaded line to wait 25 mins with a
message asking to use the chat service and get disconnected at the end.
Highlighted

Re: Customer service - wait for 20 mins and they hang up!

3 Moderator

Can you PM me on your full name, number, address and date of birth so I can look into this for you?

Re: Customer service - wait for 20 mins and they hang up!

Lookout
Hi Martin
I managed to get on to your team late this evening and they resolved my
issue.
Thanks for coming back
You can close this one a s a satisfactory outcome
Thanks
ML

Re: Customer service - wait for 20 mins and they hang up!

3 Moderator

No worries, if you need anything else you can get back to us here 👍

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