• 1
  • 0
  • 0
Joining in
Message 1 of 3
Flag for a moderator

Making a complaint

Is it just me?
I tonight received a Virgin email about how wonderful their service is.
After a week with no internet due to a faulty hub, I beg to differ.
Sure- it's GREAT when it works.

Trying to find an email to complain to.
Seems you can do live chat...except you can't because it's 'busy'.
Seems you can phone...except you can't because nobody answers.

SO... how about providing an email address-how difficult can that be?

I'm beginning to think Virgin Media don't actually want to receive complaints- just positive comments?

Here is the response to their back-slapping 'aren't we wonderful' email.

Not that they will ever receive it......

Yeah- that's all great....BUT ...I was without broadband for a whole week.
I spent £18 on BT openzone and about the same on my mobile phone in order to be able to continue my business.

Instead of patting yourselves on the back, how about some compensation for THAT Virgin Media?



0 Kudos
  • 1.8K
  • 72
  • 292
Super solver
Message 2 of 3
Flag for a moderator

Re: Making a complaint

Assuming you've already reported the fault they should have given you a fix date or ordered a replacement hub, they will offer you a pro-rata refund for the lost days but it won't be much, they won't cover your business related expensese because this is a residential service for residential use, its unlikely they will cover any of the BT costs either


That being said linked at the bottom of this very page Something Else > Making a Complaint will give you 3 options, web chat, calling or in writing, for either of the first you will have to be patient and wait until someone answers you, there is no way to speed that up, i would suggest dialling 150 from your VM landline and picking the "thinking of leaving us" option to get through to retentions, this all being said if VM are aware of the issue and have issued you a fix date which has not yet passed then there isn't much they can do

0 Kudos
  • 22.74K
  • 863
  • 1.67K
Forum Team
Forum Team
Message 3 of 3
Flag for a moderator

Re: Making a complaint

Hi JR, 


Thanks for your post and welcome to the forums. It's lovely having you here even if the circumstances are less than perfect Smiley Sad 


I am very sorry to hear that your experience has brought you to wanting to make a complaint. There are 3 ways in which you can do this. 


The first, give the team a call on 150 / 0345 454 1111. I know sometimes you'd rather not talk to someone and follow a different option however all of our agents are trained to handle complaints and if you aren't happy with the resolution they give it can be referred to a manager right away. It's the quickest way to get whatever is wrong resolved. 


Secondly, you can speak to the team via web chat. If you go to the Contact Us Select the options > Account and Billing > Manage your account online > chat online. The team here will also be able to take your complaint and help resolve things for you.


Third, you can write in to us on the following address:  

FAO Virgin Media Complaints

P O Box 333

Matrix Court



This route will very likely leave you frustrated though as it is the longest way to resolve a complaint. 


Come back and let us know which option you take and if there is anything else we can do. 



Forum Team

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

0 Kudos