I have gotten so frustrated with the ongoing problems I today posted yet another letter of complaint.
Prior to doing this I even went to my local library and logged on via one of their computers just to make sure it was not my computer or system that was the problem. I use a Mac and safari, the library has Window 10. Guess what exactly the same problems e.g messages aying I had logged out, slow connection to virgin mail etc etc.
This is bordering on ridiculous with these issues ongoing since Nov2016.
I also note a total abscence of Jen-A monitoring this section and responding, maybe Virgin do not want to acknowledge the issue.
Appreciate what you are saying but while a complaint is open the Virgin Media owner of the complaint is fully responsible for dealing directly with the customer about the issue. It is exactly like Tim said having several lines of communication for the same issue is not helpful or productive. Once the complaint is closed/resolved we will happily provide any further help.
Whilst I appreciate what you are saying this fault has been ongoing since November last year with no one in VM taking any responsibility for it. I have a letter of acknowledement to my latest complaint but have heard nothing more.
Even my previous complaint which I, in retrospect, foolish agree to cancel has not resulted in any resolution to the fault. Asking customers to rely on an email client is ridiculous VM are supposed to be supplying a service.
sorry, not being a lawyer I don't understand why lodging a complaint over some issue then bars all support staff from trying to fix it
by your logic if was to make a formal complaint , lets say e.g. I complain that I am getting too much spam, then forum staff should then stop helping and advising me on how to better use the spam filters, for the 4 - 8 weeks that it takes to get a complaint response
I just can't see it, maybe i'ts covered in law school 101 but the logic escapes me..
& colour me cynical but " complaints team is handling his issue directly" probably translates to his latest letter is in someone's in tray - they will look at it in a few weeks time, maybe. I don't believe the the compliants team are actively re-coding the email platform, which is what a long term fix to the OPs complaints probably requires.
in fact, his latest post says "
I have a letter of acknowledement to my latest complaint but have heard nothing more.
Even my previous complaint which I, in retrospect, foolish agree to cancel has not resulted in any resolution to the fault "