Forum Discussion

djr_uk's avatar
djr_uk
Up to speed
8 months ago

Any update on a complaint?

Hello,

I submitted an email for help and assistance and it turned into a complaint under C-200424194.

Complaints are usually dealt with really speedy and well by virgin media but i've been waiting about 2 months now for a reply. I assume things have changed since o2 and virgin media merged...?

My contract ends in less than 2 months and I'm really wanting to speak to someone to get a resolution. I'm getting very anxious and have mental health issues so its very stressful. I've been on virgin media for almost 25 years. Apparently i'm not seen as very important as a result as i'm a long term customer and this adds to my stress levels.

I'm not sure why i havent had an update by now at least even to say "look its been 2 months we're still dealing with it" thats adding to my stress

Any advice or info on whats occuring?

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    8 months ago

    Hi there djr_uk 

    Thank you so much for your post and welcome to the community forums, it's great to have you back. 

    I am so sorry that you have not yet heard back form your complaint, but not to worry, I'd be happy to take a look into this with you via a private message. 

    I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
     

  • djr_uk's avatar
    djr_uk
    Up to speed
    7 months ago

    i also post on cableforum.uk and they're telling me

    "I renewed in march and kept my 2 TiVo boxes, kept sky movies, TNT sports, Sky sports and viaplay and have gig 1 broadband and netflix for £82" 

    "Cancel, refuse any renewal offer when you cancel and wait for a call back. I went from paying just over £90pm to £66pm - and kept Sky Sports / Cinema and TNT Sports.

    Hope it works for you 🙏"

    just makes me more confused. thanks again

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi djr_uk, 

      Thanks for coming back and updating the thread. 

      On occasions, where another deal may become available, you may get a call from the outbound team who mainly contact customers who have decided to leave us. 

      These calls are not guaranteed and will depend on a number of things such as your contact preferences, account history and reason for leaving. 

      I can see you're already in a PM with Ash, we'll leave this with her to avoid multiple people working on the same account. She will be in touch once she picks up your PM 😊

      Thanks, 

  • Megan_L's avatar
    Megan_L
    Forum Team
    6 months ago

    Hi Djr_uk, 

    Thanks for chatting with me & Ash in our PM's 🤗 

    I'm really glad we managed to get your package and complaint sorted! You were a pleasure to help and we really appreciated your patience whilst we worked on this. 

    It goes without saying that we'd be happy to help you again in future if you need us ❤

    Have a lovely weekend and keep being a legend 😁

    Warmest regards,

    Meg