Virgin Media customers are being asked to think twice before calling the broadband and TV firm. Virgin has made the plea after it was forced to close some of its call centres due to the coronavirus outbreak which continues to wreak havoc across the globe. With less people able to take calls Virgin wants to prioritise helping its more vulnerable customers.
Announcing the news in an email sent out to users Lutz Schüler CEO, Virgin Media, said: “As the world reacts and adapts to the coronavirus (Covid-19) outbreak, we’re working day and night to make sure your services run smoothly.
“Unfortunately, virus quarantine measures have now closed some of our call centres. This is having a big impact on our customers’ waiting times, for which we’re truly sorry.
“We’re currently taking steps to increase resources and make sure we answer calls as soon as we can. But it’s incredibly busy, and only getting busier.
“That’s why, for the first time ever, we’re asking that our customers work with us and only call if they have an urgent query that can’t wait.
“This is hard for us, and frustrating for you. We really appreciate your patience and understanding as we prioritise helping our most vulnerable customers. Thanks for bearing with us, and please take care.”
This update comes as Virgin has just announced measures to help its users through the current crisis.
Virgin has confirmed that, starting this week, it will hand more than 2.7 million Pay Monthly customers unlimited minutes to landlines and mobile numbers, plus a 10GB data boost – at no extra cost. This helpful incentive will last for a month.
Along with free calls, Virgin Media says it’s working hard to make sure its broadband network survives the onslaught of everyone staying at home.
The firm has stated that its technicians and support teams are keeping an eye on its service and performance to make sure it can respond to extra traffic.
Virgin Media has secured a deal with NBCUniversal, which, for the first time, will allow its customers to watch some of the studio’s new releases on the same day they hit cinemas.
Soon, Virgin Media customers will be able to watch DreamWorks Animation’s newest film Trolls World Tour, the sequel to the blockbuster hit Trolls, on Monday 6 April – the same day as its UK cinema release.
NBCUniversal titles that are currently in theatrical release will also be available on-demand on Virgin Media Store from Friday 20 March. This includes recent films from Universal Pictures and its speciality label Focus Features such as The Hunt, The Invisible Man and Emma.
Given the rapidly evolving and unique circumstances that have currently made it difficult to view films in theatres, NBCUniversal has partnered with Virgin Media in an agreement that would allow its customers to rent some of NBCUniversal’s new movies as soon as they are available in cinemas.
Published at Mon, 23 Mar 2020 06:50:00 +0000