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dlwvox's avatar
dlwvox
Joining in
3 months ago
Solved

Complaint-can't complain web form

I am trying to raise a complaint with virgin media but I'm not having any success using their web form https://www.virginmedia.com/myvmo2/complaints

I enter my detailed complaint on 24 April 2025 using the web form and received confirmation that my complaint submission had been received and I was given a tracking number of ****.

I started complaining to customer service virgin media in March 2025 but nothing is moving forward. So, I gave the web form a go but that doesn't work. Needless to say I have not received acknowledgement within 48 hours of receipt and I am not holding my breath about resolution within 28 day when I can't even track my complaint given the ridiculous tracking number. 

Where do I go next to get this complaint logged and dealt with? I do not want to use customer service telephone because they are a dead loss: they are unable resolve the problem. My last conversation with them 16 April said that it would take a couple of months to resolve an IT issue with my account. I don't this is reasonable and I want to escalate this complaint which started in March 2025.

  • Steven_L's avatar
    Steven_L
    3 months ago

    Hello dlwvox,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having that has led you to raising a complaint with us and for the problems that you've had trying to actually get your complaint raised with us. I can look into your issues from here and get a complaint raised for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

4 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 months ago

    Hello dlwvox,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having that has led you to raising a complaint with us and for the problems that you've had trying to actually get your complaint raised with us. I can look into your issues from here and get a complaint raised for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • YesButNoBut's avatar
    YesButNoBut
    Tuning in
    14 days ago

    I'm having a similar experience...

    Not getting anywhere with official channels, so trying here.

    Essentially, from around late afternoon to late evening on Friday 27th June I had no services at all — no broadband, no TV, no landline, nothing. The broadband came back on first, but I had no access to anything else.  But even when the known issue in my area was apparently 'fixed' the TV connection was still lost altogether, so had to reset everything. Eventually,  it came back on. But it took me a long time getting there and without any services, which is not an ideal way to spend any Friday.

    Also, I've continuously been experiencing internet downtime and/or instability on and off, as well as recordings not recording or being inaccessible, since last year. At first, it wasn't too much of a deal, but has gotten worse and at times the broadband has been ridiculously slow.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      14 days ago

      Hello YesButNoBut,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your services over the weekend. Is everything now working as it should? I've looked into your connection and we'll need to send out an engineer to resolve the issues with your connection. I can arrange the appointment from here however I would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
      Kind Regards,
      Steven_L

  • arrgee1991's avatar
    arrgee1991
    Problem sorter
    14 days ago

    Ask for complaint to be deadlocked and contact Communications Ombudsman. Don't forget to ask for compensation.

    Your complaint should be listed here

    https://www.virginmedia.com/myvmo2/complaints/track