Menu
Reply
  • 22
  • 0
  • 0
Neil020479
Joining in
434 Views
Message 1 of 43
Flag for a moderator

Complaints

My floor has been damaged when I had a tivo box installed. I have had a virgin media rep round who admitted the damage and I have had a flooring specialist sent from virgin media maintenance dept. I am trying to get hold of somebody at virgin after making about 10 phone calls lasting sometimes over an hour, there is a complete lack of customer care and complete incompatence by virgin. Has ANYBODY got a direct phone number to contact virgin?
0 Kudos
Reply
  • 12.71K
  • 1.62K
  • 3.74K
Superuser
Superuser
400 Views
Message 2 of 43
Flag for a moderator

Re: Complaints

150 from a VM landline or 0345 454 1111 from any other phone. Customer Relations are the best team to contact regarding misc. issues like this, as if they cannot help, they get you put through to the correct internal department which is often not menu facing. Ring the aforementioned number and once put through to the menu go with Option 4 -> Option 5 (staffed between 8AM to 8PM M-F, 8AM to 6PM Sa.)

- - - - - -
Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
0 Kudos
Reply
  • 22
  • 0
  • 0
Neil020479
Joining in
388 Views
Message 3 of 43
Flag for a moderator

Re: Complaints

Tried all that, just get passed around by the useless customer services, I spent 1hr 45mins on the phone last Wednesday. I was meant to receive a letter today with regards to my bill and compensation for the eight hours of phone calls I made in a week, and guess what........nothing arrived!
0 Kudos
Reply
  • 21.02K
  • 771
  • 1.56K
Forum Team
Forum Team
379 Views
Message 4 of 43
Flag for a moderator

Re: Complaints

Hi Neil020479,

 

Thanks for your post and apologies to hear that your experience with us has been less than perfect Smiley Sad 

 

This isn't what we like to hear about and certainly isn't the usual experience our customer has. 

 

We usually step in to get someone out to take a look at things. Once it gets to this point, the process is already put in motion and we're unable to do anymore. 

 

You need to speak to the team. If calling hasn't been productive for you then try speaking to the team online via Web Chat. They may be able to help instead. 

 

Keep us posted on how things go. 

 

Thanks,

Kath_F
Forum Team

Tech fan? Have you read our Digital life blog yet? Check it out



0 Kudos
Reply
  • 22
  • 0
  • 0
Neil020479
Joining in
377 Views
Message 5 of 43
Flag for a moderator

Re: Complaints

Had the third flooring company to my house this morning, all three have said the floor needs to be replaced. This has been ongoing since 06th October, why does it take Virgin so long to make a decision? I've had to take time off work three times to be told the same thing everytime!
0 Kudos
Reply
  • 7.68K
  • 323
  • 1.29K
Forum Team
Forum Team
358 Views
Message 6 of 43
Flag for a moderator

Re: Complaints

Hi Neil020479

I appreciate you getting back in touch with us about this and my apologies that this is still ongoing.

From what I can see on the notes in regards to the complaint that has been raised regarding this and which is being looked into for you, we had arranged for one of our engineers to attend yesterday to look into this with you.

Could you let us know if this took place?

If not we can re-escalate this to the complaints team for you.

Kind regards.

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply
  • 7.68K
  • 323
  • 1.29K
Forum Team
Forum Team
311 Views
Message 7 of 43
Flag for a moderator

Re: Complaints

Just a quick catch up Neil020479

Could you let us know if this has been sorted for you?

If not, if you could let us know and we'll do our best to support you with this.

Thanks again.

 

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply
  • 22
  • 0
  • 0
Neil020479
Joining in
307 Views
Message 8 of 43
Flag for a moderator

Re: Complaints

Hi, yes a flooring company came round last Thursday, the gentleman was very helpful and said flooring could not be fixed. However I have heard nothing since from virgin, I will have to phone up tomorrow and find out where my complaint is up to. Virgin are useless at keeping me up to date, it really is frustrating about how long this is taking, like I said three people have been round and said the same thing, it is me doing all the chasing up, which is not right.
0 Kudos
Reply
  • 7.68K
  • 323
  • 1.29K
Forum Team
Forum Team
303 Views
Message 9 of 43
Flag for a moderator

Re: Complaints

Don't worry about calling Neil, I can message the complaints team who are looking after this for you as they have assigned a case manager, and ask that they give you a call.

Do you mind letting us know when is good for you to be contacted over the next couple of days? I'll pass that back onto the teams for you.

Cheers.

 

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Reply
  • 22
  • 0
  • 0
Neil020479
Joining in
301 Views
Message 10 of 43
Flag for a moderator

Re: Complaints

Thanks, any time in the day, would like a resolution asap.
0 Kudos
Reply