We recently had a major and lengthy outage in London SE3. Daily calls for information resulted in the same answer every day - it will be fixed mid day today. It was not. I requested if we were going to be compensated for outage of internet - I work from home so had to find alternative means of communication - I was told a credit would be made. Outage was at least a week of full service being unavailable followed by 2 days after fixing of partial TV issues. Today I get my bill and no credit. I try and talk on line and find it says chat available and then no advisors available. So I call and after a substantial time listening to music that would frankly wind any same person up, I am told a credit of around UKL 7 pounds will be made. I ask for a specific contact so that I can raise a number issues of contact I have had with Virgin and am given a PO box and told to address it to the Virgin Media Complaints Team. I am a new user ( 7 months ) and have had a number of issues. Does anyone know of or can recommend a direct e mail address or telephone number or physical mail address where I am likely to get a reply from.
Thank you for taking the time to speak to the Community, I can see you've recently joined so welcome
I'm sorry that you've had an outage that has affected your work from home, I would certainly be frustrated as you've mentioned. I can see that you have been in touch and wish to have an email address, while there is none present i would like to ask what specific address did you receive to send the complaint entirely?
I was advised to write to P.O.Box 333, Virgin Media Complaints Team at Swansea. I asked for a UK telephone number where I could call the complaint in and was advised there was none equally I was told the same when I asked for UK e mail address and a name of someone that I could speak to.
It seems to me that Virgin Media are very happy to continually bombard me with sales offers of facilities that I don't really need, they can write to me with offers of mobiles that I don't want, they can write and advise me of an increase in charges 5 months after I have taken the contract out with them and their accounts department can call me from the UK and speak to me about direct debits. All from UK origin but when I want to speak to someone about a service issue or as I now do I want to make a complaint and set my dissatisfaction out in writing with an expected reply I cant get a physical address other than a POB and I cant get a name, number or e mail. So no direct contact.
I was hoping to resolve this issue and close it off before end of January because if I do no or can not then the likelihood is I will simply cancel the contract under the terms offered in the increased cost letter and walk away from it and go back to my provider of 13 years Talk Talk. I has the same issue of no UK service when there was a problem but I was paying half the cost I now pay to Virgin.
The recent outage is not the only issue we have had since taking the service in August - we have had a number of occasions when the TV service has simply dropped off for minutes at a time and then restarted itself etc.