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kilgallon4
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How to complain in writing following poor customer service?

Hi All, 

i'm just wondering if anyone has an email address to hand so I can put a complaint in writing?

I have just called to move address, and unfortunately the new address is not covered. 
- I'm aware due to the contract I will have to pay the cancellation fee despite Virgin not covering the new address. This is not in question. 

The nature of the complaint is due to poor customer service nearly resulting in an extra £30-35 cost to me as a customer. 
Dan, customer service agent advised:
1) ( Originally ) £144.00 to cancel. 
2) I asked to cancel 31st of December to make it a clean 2017 break point - 
 Price rose to £164.70.
When asked why - Dan advised I wasn't giving 30 days notice. 
3) I asked Dan to reinstate 30 days notice as this didn't effect my use or my current property. 
***Dan advised ''This won't make much difference''

4) I advised £20 was £20, and i'd prefer to keep it if possible. 
He completed the amendments on the system and advised i would pay the last £32.50 bill + £100.69. 

circa £30-35 cheaper then 2) before he attempted to avoid further system admin/work. 

Where would this complaint be best directed? 

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RedGooner
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Re: How to complain in writing following poor customer service?

Do a google search for "virgin media ceo email" and you get what you need.

I am done this in the past, and it works.

--
Red (VM SH2 AC Beta tester)
Running on 200Mb VM service with SH2 AC in Modem Mode, with a ASUS RT-N66U router. With this setup I get Fantastic WIRED and WIRELESS Signals in my home. I dont work for VM. But I work in IT, and I know my tech.
My advice is at your own risk.
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kilgallon4
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Re: How to complain in writing following poor customer service?

Thanks so much, shame about Everton last night!

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Superuser
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Re: How to complain in writing following poor customer service?

Official complaints procedure is documented here:

http://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practic...

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Scott

Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong Smiley Happy If my answer solves your problem please mark it as helpful as it may help others
My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.