Unable to track complaint

[bigkenny75]

I have made a complaint. I even have a reference number for my complaint. 

The problem is VirginMedia have just stopped updating me. I cannot keep calling to get an update as I am on hold for at least half an hour a time and then more often than not the line cuts off halfway through. However, I cannot get in to see the status of the complaint online as when I go to my.virginmedia.com/my-cases/view it says that there is nothing there. 

I really cannot wait until it hits 8 weeks and I can go to Ofcom.

[goslow]

It would be Ombudsman Services that you escalate a complaint to for a third party adjudication.

https://www.commsombudsman.org/our-process

You can, however, share your unhappy complaint experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

[Martin_N]

Hi bigkenny75,

Thank you for your post. I'm very sorry to hear about your complaint. 

To confirm, what was the last update you had regarding the complaint?

^Martin