I submitted a complaint to Virgin Media before Christmas. According to the website they are supposed to acknowledge within 48 hours but I still have received nothing so I am unable to chase it up.does anyone know a way of contacting VM complaints?
Reply to the direct message via a direct message (ie not via this public thread) as per her instructions.
How did you register the complaint?
Paul
Because I’m retired I wanted to reduce the cost of my broadband, tv, phone etc so, as I do not need the speeds offered by VMs broadband I decided to move somewhere cheaper. I arranged with my new supplier to switch on 27th January, when my contract with Virgin ends. I did not ask to terminate my contract early.
Virgin just terminated all my services on 9th December without telling me so I phoned customer services who told me that they would request a reconnection and it would take 3 days. Over the next two weeks I contacted customer services 5 times and on each occasion I was told that they would raise a reconnection request, nothing happened so I think that customer services were lying to me and just putting me off without resolving the problem. One of the issues is that my wife and I are both 77 years old and, without a home network we have been unable to regulate the heating in our home, this is not helping my wife’s arthritis.
Finally, just before Christmas, I sent a registered letter of complaint to the complaints department and ca copy to Virgin’s CEO. To date, I have not received a reply from either of them.
Virgin’s website states that they will respond to letters within 48 Hours.
The only contact from Virgin is a request to pay an outstanding early termination charge. I restate, I did not ask to leave early, this was all Virgin’s mistake. Instead of me paying them for “leaving early” they should have been compensating us for the loss of our services up to 27th January.
We feel very badly let down By Virgin who we have been with for over 10 years. What a shabb y way to treat loyal customers.
Hi BRake1972,
Thanks for coming back and expanding on things for us.
Depending on how you've told us when leaving, the process will be a little different.
If you've moved to another provider, and used the One Touch Switch process, they tell us the date your services go live and the cancellation is arranged by them. This isn't a date we can change.
If you've moved by speaking to us and providing 30 days notice, we would enter the date you wish for your services to be disconnected when arrange the disconnection.
This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security.
I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊
Thanks,
Hi Kath
My name is Barry John Rake
I am the account holder
My account Number is removed
When this first happened I went straight to my new supplier who assured me that they have the switch date as 27th January and that would have been the date that they told virgin, they had no reason to invent a fictitious switch date of 9th December. Also, VM customer services staff informed me that there had been an error.
Regards
Barry
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