Menu
Reply
  • 6
  • 0
  • 1
RaymoC
Tuning in
5,477 Views
Message 1 of 26
Flag for a moderator

Contact Email For Virgin Media Regarding Complaints?

Hi everyone, does anybody know an email address for the customer complaints department?

I have tried the live chat but clicking "start chat" does nothing (tried Firefox and IE) so unsure if this is working just now. I do not want to speak to anyone by phone as the guy who phoned me was so rude, and the thing is the problem was a direct debit on my new account had not been set up by Virgin so it was not even my fault. If I phone knowing my luck I would get him again!

0 Kudos
Reply

Helpful Answers
  • 8.26K
  • 236
  • 340
Forum Team (Retired) Mat_H
Forum Team (Retired)
10,863 Views
Message 3 of 26
Flag for a moderator
Helpful Answer

Re: Contact Email For Virgin Media Regarding Complaints?

Hi RaymoC,

 

How are you getting on with the billing issue?

 

Please let me know if there's anything that I can do to get this all sorted for you.

 

Thanks,

 

Mat


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply
  • 4
  • 1
  • 2
batvink
Tuning in
1,812 Views
Message 18 of 26
Flag for a moderator
Helpful Answer

Re: Contact Email For Virgin Media Regarding Complaints?

Virgin Media do not respond to complaints (I have proof of being ignored for over 2 months after they signed me up to a 12 month contract that I did not ask for, cancelled, and they still ignored,it is not an unfounded statement).
Log your complaint via resolver.co.uk, this is the only way I got a response.

All Replies
  • 8.26K
  • 236
  • 340
Forum Team (Retired) Mat_H
Forum Team (Retired)
5,450 Views
Message 2 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Hi RaymoC,

 

Welcome to the mobile forum Smiley Happy

 

I'm afraid that there's no email address for the team to be contacted for mobile issues.

 

As this is a billing issue, we would require DPA to be passed. I understand you're reluctant to call, but I can assure you that if you call us on 789 or 0345 6000 789, our team can make sure this is sorted in no time.


Let me know how you get on.


Thanks,

Mat
 


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply
  • 8.26K
  • 236
  • 340
Forum Team (Retired) Mat_H
Forum Team (Retired)
10,864 Views
Message 3 of 26
Flag for a moderator
Helpful Answer

Re: Contact Email For Virgin Media Regarding Complaints?

Hi RaymoC,

 

How are you getting on with the billing issue?

 

Please let me know if there's anything that I can do to get this all sorted for you.

 

Thanks,

 

Mat


Who's who? Find out more about our community members. Good folk to know


0 Kudos
Reply
  • 6
  • 0
  • 1
RaymoC
Tuning in
5,426 Views
Message 4 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Hi Mat,

Thanks for the offer of help.

I had called the credit agreement team back and got the same cheeky guy again and low and behold he hadn't set my DD up after the last time we spoke when he said it had been. He assures me it is done this time so will wait and see. I am going to write a letter of complaint as this is no way to treat customers - especially as it was not my fault. Whether it makes a difference I really don't know but it needs to be addressed.

Thanks again,

 

Raymond

0 Kudos
Reply
  • 8.26K
  • 236
  • 340
Forum Team (Retired) Mat_H
Forum Team (Retired)
5,387 Views
Message 5 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Thans for your reply Raymond Smiley Happy

 

I'm very sorry to hear that you still had issues surrounding this. We don't ever like to see this. Please keep me updated with the progress of your complaint. I'm here if you need any information whatsoever.


Thanks,

 

Mat


Who's who? Find out more about our community members. Good folk to know


  • 3
  • 0
  • 3
DeafAidTim
Joining in
5,311 Views
Message 6 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Interesting that DPA is trotted out as an excuse for not being able to contact VM by email. 

How is phoning your call centre any more 'secure' than by email? It's easy enough for security questions to be answered via a webform, other companies do it.

This is discrimination against hard of hearing customers - it's also inconvenient for others anyway to be kept waiting for ages then trying to make themselves understood in conversations with call operators.

 

  • 6
  • 0
  • 1
RaymoC
Tuning in
5,306 Views
Message 7 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Thanks for your concern Mat. I sent a letter of complaint regarding the bad experience about 3 weeks ago however I have had no reply.

Maybe because of the Christmas post but we'll see.

0 Kudos
Reply
  • 6
  • 0
  • 1
RaymoC
Tuning in
5,305 Views
Message 8 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Totally agree with you, this is unfair.

0 Kudos
Reply
  • 4.84K
  • 215
  • 440
Forum Team
Forum Team
5,197 Views
Message 9 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Hi RaymoC,

 

Thanks for getting back to us. I'm disappointed to hear you still haven't received any reply from the letter you sent. I agree it could possibly be delayed due to the holiday post.

 

You can see our full "Consumer Complaint Resolution Code of Practice" here. It says we aim to resolve all written complaints within 28 days of receipt.

 

Please keep me updated on this matter.

 

Thanks


Rich
Forum Team
0 Kudos
Reply
  • 2
  • 0
  • 2
MikeBsurrey
Joining in
4,862 Views
Message 10 of 26
Flag for a moderator

Re: Contact Email For Virgin Media Regarding Complaints?

Why would you need to resort to the data protection act to make a a complaint. Ridiculous. I'm in a similar situation. Just moved from Tesco and wish I hadn't after my phone was cut of when my DD was not set up. Hopeless customer service on the phone. No complaints email means less complaints