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I went to use the contact form mentioned above but it asks me to verify my password, but fills it in in plain text. I was always led to believe you NEVER enter any passwords if they show as plain text as they are vulnerable that way.
Could be me worrying about nothing, but why can't I directly email Virgin once I am logged into my account on their website? And why the plain text for the password and not encrypted?
Sorry for the confusion, the password requested is your customer verification password (required as a DPA check) rather than your MyVirginMedia /email password. It's not encrypted as we need to be able to read it.
Could you please tell me how long I should expect to wait before receiving an email in response to any query submitted using your contact email form ? I submitted a query at 8am this morning, but so far, have had no response but still hoping (although not expecting) that someone will contact me tomorrow,.....
What I don't like about your "email" service is the fact that it doesn't seem to provide any method to chase up the original call; normally if I direct a specific query to an online company i'm provided with an automated response (with a log no) , to which I can reply (or at least use to chase up separately).
However when I submitted my "detailed" query to you this morning- concerning changing my virgin media package- which, as other people on here have previously mentioned, I would prefer to do using email (rather than waste an hour of my life "discussing" this with your remote helpdesk) ,
The only message I received in response to posting my query was a message on the screen , indicating that message has been received and that you would respond shortly" ....but no log no or anything else that would allow me to chase up the call. I think as an organisation you should be able to respond to customers complaints like this and actually provide a proper email system that most other grown up companies operate.
I have logged three verbal complaints when called a week later to see why nobody had responded to my emails (after 10 mins on hold) i was assured a customer service manager would call me up by the end of the day.
After two weeks I put a complaint in via email following the instructions and received an automatice reply saying someone would contact me. Nothing.
I then sent another email with a copy of the original email on and I have still received nothing.
Virgin Media customer service is none existant. I can not believe a company of this size can behave like this.
I now feel I have no other option than to contact Ofcom and make a complaint. I wonder if I will get a response?