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The Sorcerer’s Apprentice
nikoto
Posts: 19
Registered: ‎28-06-2012

Complaints email address?

[ Edited ]

Hi,

 

I was wondering if anyone knew what the correct email address I should use for sending VM complaints to?

 

I have looled at the 'contact us' sections and only found the customer service telephone number. I certainly don't want to call them as the waiting times are shocking and emails are a good written record of what was stated.

 

 

Been having awful issues with my internet since day 1 and already have a thread on the go for that fault in the BS7 area...

http://community.virginmedia.com/t5/Up-to-30Mb-Setup-Equipment/Severe-Lag-and-Jittering-since-Day1-c...

(its deteriorated so much more since the TBB monitor results given in the post link above!)

 

It was very bad and just getting worse. All I mainly use the internet for is gaming and Netflix - both just in the evening after work, yet due to high utilisation thats near impossible.

 

Pretty sure a lot of other folk and joined the service as I thought the high utilisation couldn't get any higher.

 

VM gave a fix date of next year but unfortunately that is just not good enough with such a bad quality of service being received.

 

Heard BT Infinity is hitting my area in December so may have to keep a close eye on that (unless VM can sort their network out in my area).

 

Anyhows, sorry for side-tracking and would greatly appreciate an email address (and not the telephone number) to where I can direct my complaint to.

 

Kind regards

Nikoto

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Superuser
BenMcr
Posts: 12,705
Registered: ‎11-08-2009

Re: Complain Dept email address?


nikoto wrote: 

Anyhows, sorry for side-tracking and would greatly appreciate an email address (and not the telephone number) to where I can direct my complaint to.

 

Kind regards

Nikoto


To complain about a fault that you are having the email form is at:

 

www.virginmedia.com/contact > Fault with your service > I have cable services > My fault has not been resolved and I wish to complain > Haven't found what you are looking for? Contact Us > By Email

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I work for Virgin Media - but all opinions posted here are my own
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The Sorcerer’s Apprentice
nikoto
Posts: 19
Registered: ‎28-06-2012

Re: Complain Dept email address?

Hi Ben,

 

Many thanks for pointing me in the right direction :-)

 

Hopefully this will get things moving along towards an acceptable resolution.

 

Thanks again,

Nikoto

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Specialist
johnftr
Posts: 239
Registered: ‎22-01-2012

Re: Complain Dept email address?

[ Edited ]

Sadly you probably won't get any response from this.

Your only option is to crack the Virgin email addressing naming convention and then look up a senior person and then email them direct.

 

That's what I did after spending 8 months complaining - ringing the 'help desk', sending letters (yes, real old-fashioned surface mail of a physical nature costing a fortune per byte), completing online forms, pushing forum entries, requesting endless and useless engineering visits, equipment swapouts, repatching street panels - blah blah blah - and all becuase the Virgin backbone running docsis3 was overloaded at many points between my street and where I wanted to be on the internet - game servers.

 

You can write to their complaints department - but there is no complaints dept email or complaint form ... unless of course they have decided to become human beings of the 21st century and accept that their customers do occasionally want to contact them for a complaint and that sending a letter is a 19th century approach, let alone a 20th or 21st century option - but I doubt they have added this much needed functionality since my last efforts.

 

Good luck

 

 

 

 

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Superuser
Sephiroth
Posts: 13,752
Registered: ‎01-09-2009

Re: Complain Dept email address?

JohnFTR's right. There are plenty of threads here that back him up. A telephone call to Retentions usually gets the best results.

That said, emails (from you!) would provide evidence when you get the professional bodies involved after you complain to them.
Seph - (My advice is at your risk)

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The Sorcerer’s Apprentice
nikoto
Posts: 19
Registered: ‎28-06-2012

Re: Complain Dept email address?

Fingers crossed I will make progress!

 

Have also requested info re: their regulator/ombudsman & cancellation details (Will I be charged fees for leaving early due to very poor quality / inadequate service, etc).

 

I never like to complain (I rarely do) and have been putting up for this for a while (as have many others) but it's now reached 'that point'.

 

Its a shame, as I always viewed VM as a professional smooth-running ISP in my mind, but guess it is how it is at the end of the day.

 

 

Thanks again for the help :-)

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Superuser
BenMcr
Posts: 12,705
Registered: ‎11-08-2009

Re: Complain Dept email address?

[ Edited ]

johnftr wrote: 

You can write to their complaints department - but there is no complaints dept email or complaint form ... 


Yes there are, you get to it as I described in my previous post. There are also similar complaint email forms available in the Billing catagory and General Enquiry catagory for Installation and Customer Service complaints

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I work for Virgin Media - but all opinions posted here are my own
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Specialist
johnftr
Posts: 239
Registered: ‎22-01-2012

Re: Complain Dept email address?

Good luck.

Your TBB looks pretty impressive.

Try seeing where you think the problem might be.

Use a pathping to see if its your local bearer circuit or is just the VM backbone in the BS region playing up.

Use this command from the cmd prompt:

 

pathping www.bbc.co.uk -q 30

 

It will show you packet loss etc at each node in the network between you and (in this case) the BBC.

Also you could try loading up a TS3 client, connect to a public TS3 server and watch the client connection info.

If you are a gamer then packet loss is a killer. If you are a streamer then backbone over-utilisation could be the killer.

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Specialist
johnftr
Posts: 239
Registered: ‎22-01-2012

Re: Complain Dept email address?

I hate to disagree with you - but I (along with most other folks who have posted about this topic) have NEVER received a reply from completing those forms. Unless you already have a fault reference then that will not work.

 

Can you please confirm that these complaints are now really and truly passed to the complaints dept and are responded to, and if so, when did this change occur?

 

 

 

 

 

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Superuser
BenMcr
Posts: 12,705
Registered: ‎11-08-2009

Re: Complain Dept email address?


johnftr wrote:

Can you please confirm that these complaints are now really and truly passed to the complaints dept and are responded to, and if so, when did this change occur?

 


The submissions from the complaint forms have always been passed the Complaints department.

**********************************
I work for Virgin Media - but all opinions posted here are my own
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