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JaneB1
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Landline dead

An engineer came out on 03.02.17 and said our landline is not working as the cable is broken. Apparently this can't be fixed until 01.03.17. This is such a long time to wait, and I'm not happy about it, so I made a complaint on 03.02.17. However, I have heard absolutely nothing. This is a really poor level of customer service. When can I expect a response to my complaint ? 

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jb66
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Message 2 of 25
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Re: Landline dead

Probably on the 1/3/17

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JaneB1
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Message 3 of 25
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Re: Landline dead

Ha ha ! Probably !
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Forum Team
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Message 4 of 25
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Re: Landline dead

Hi JaneB1,

 

I'm really sorry to hear about all of this.

 

I've had a look at the work order in question and it appears that the external connection for this is damaged and therefore requires physical repair.

 

I am sincerely sorry for the wait in getting this resolved for you. I've double checked the available quota and it appears there is nothing sooner available at the moment.

 

Your complaint has been logged with us and is currently in progress. You should receive a call back from the team regarding this soon.

 

Many thanks,

 

Nat_J


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JaneB1
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Message 5 of 25
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Re: Landline dead

An absolutely shocking level of customer service. Am now thinking of leaving Virgin. 

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Forum Team
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Message 6 of 25
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Re: Landline dead

I am very sorry to hear this JaneB1,

 

In no way do we want to lose your custom.

 

The team will be in contact with you as soon as possible to chat with you some more about this.

 

Nat_J


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JaneB1
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Message 7 of 25
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Re: Landline dead

So as soon as possible isn't that soon then. I still haven't heard anything. Is it because you're trying to get through on the dead landline ? 

You are just proving how bad your customer service is.

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Message 8 of 25
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Re: Landline dead

Hi JaneB1,

 

Apologies, I'm not sure why there is a delay with this.

 

I'd like to confirm the best contact number for you, just in case and pass this on to the case handler.

 

I've sent you a private message so that we can get this noted for you.

 

Speak to you soon,

 

Nat_J


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JaneB1
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Message 9 of 25
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Re: Landline dead

I'm still haven't heard anything. 

Is my complaint being dealt with at all ? 

Please email me a copy of your complaints procedure.

 

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Message 10 of 25
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Re: Landline dead

Hi JaneB1

 

I'm sorry for the continued inconvenience you're experiencing with your service, your complaint is active and we'd expect a member of the team to be in touch soon.

 

I'm really sorry this hasn't happened sooner, we'd love to hear how it goes though.

 

I'll be here if there's anything I'm able to assist with moving forward.

 

Take care

Craig


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