More virgin
12:21:21
Eleanor Blair:
Hello, I wish to complain that I still have not received this months' bill by email. Despite a chat a week ago, where the agent said my address had been successfully updated (though he could not tell me what from)
[You're chatting with Rafat.]
12:21:40
Rafat:
Hi Eleanor
12:21:56
Eleanor Blair:
Good morning
12:22:04
Rafat:
Good Morning
12:22:26
Rafat:
I am sorry for the bad experience however I will send you a copy bill on your email address.
12:23:00
Eleanor Blair:
Have you any idea what the problem is?
12:23:13
Eleanor Blair:
Is there some setting which I have got wrong which means they're not being sent?
12:23:29
Eleanor Blair:
I can see them online - I just never get a notification
12:23:52
Rafat:
Please do not worry, I will find out the details for that :)
12:23:59
Rafat:
To proceed further I would like to know that whether I am chatting with the registered account holder?
12:24:04
Eleanor Blair:
Yes, you are
12:24:36
Rafat:
Thanks for the information
12:24:43
Rafat:
Please wait while I check your account details
12:25:09
Eleanor Blair:
OK
12:26:52
Rafat:
Thanks for waiting
12:27:34
Rafat:
I confirm that ebilling is active and you must receive a bill on the account email address however please help me with the email address which you want to keep on the account.
12:27:58
Eleanor Blair:
eleanorb@gmail.com - the same address I confirmed last week, and which was set as my contact address in May
12:28:36
Eleanor Blair:
I have never received a bill to that address, and I have checked my spam folders, I do receive other Virgin emails to that address (eg confirming my request for a speed upgrade)
12:29:23
Eleanor Blair:
Can you confirm if there is another address on the account?
12:30:03
Rafat:
Please help me with your current address?
12:31:24
Eleanor Blair:
I just told you. eleanorb@gmail.com
12:31:42
Eleanor Blair:
Or do you mean street address?
12:32:01
Rafat:
Yes please :)
12:32:25
Eleanor Blair:
52 Macaulay Avenue, Great Shelford, CB22 5AE
12:33:04
Rafat:
Perfect!!!
12:33:14
Rafat:
the above address match the records.
12:33:52
Rafat:
the bill dated 6/12/2016 is of £42.06
12:34:18
Rafat:
Please wait while I send you a copy bill on the above email address.
12:34:35
Eleanor Blair:
But why did I not get one already?
12:35:52
Rafat:
the system is updated fine and it is due to some technical error, I request you to have a word with our technical support team for that .
12:36:12
Eleanor Blair:
Can you give me a contact email address for them?
12:36:23
Rafat:
Yes ofcourse :)
12:36:34
Rafat:
To chat with our Technical Support team, please visit:
http://www.virginmedia.com/contact
Select Broadband service and then 'Service Fault' option.
Here you will get an option to chat with our Technical team.
12:36:41
Rafat:
Can I help you with anything else today?
12:36:53
Eleanor Blair:
Thank you. That's all thanks, just give me a second to save this transcript.