Good morning all,
Can someone tell me how to contact the Complaints Team directly please? My complaint was partially resolved on 5th December, but I need to talk to the team to get a complete resolution. I notice that they will close the complaint after 28 days and "assume' resolution. I'm anxious that they don't time me out.
They won't talk to you directly. You have to understand that the function of the complaints team is not to satisfy you, but to mark the complaint as satisfied as easily as possible.
If you are not satisfied with their reply then all you can do is reject it.
My initial complaint was regarding the two months it took Virgin to connect me at my new home, despite six crews trying. I'm now connected, but there's more to talk about. The 28 days was mentioned on the email I received when the complaint was raised. They've not been in touch since I was connected on 5th Dec. Can I expect contact from them?
Can you access the complaint via 'My Virgin Media' to review/communicate with VM? VM typically likes to shut down any complaint as fast as possible.
Your idea of a partial resolution is highly likely to be 'job done' as far a VM is concerned.
Has VM offered the correct compensation for the delay?
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
If you want to (are able to) outline what the issues are on the public forum, you might get some additional help from forum users and you should get a reply from a VM person on here, usually within a few days of your first post.
Thanks for that. They have not yet offered compensation for the delay; that was the 'more to talk about' I mentioned in my last comment. I want to get that sorted out and then get on with my life!
I have tried to log in to MyVirginMedia, but the other problem I'm encountering is a doom-loop of screens which make it impossible for me to log in. I also want to log in to check my contract as I was warned that sometimes the price mysteriously rises as someone may forget to apply discounts when you move house.
I'm one more problem from ditching and moving to Sky.
VM has to credit you with any compo due within 30 days of you being connected. We see regular topics on here where VM tries to dodge, or reduce, the payout with a range of flimsy excuses. Alternatively VM agents often try to offer 'goodwill' payments in lieu of a much higher figure due under the compo scheme.
So, do your own research and calc's and work out what you think you are entitled to. If VM comes up with a smaller figure, you may need to go to the ombudsman to get what is due. There have been many past cases on here where VM has said no compo was due but the ombudsman eventually awarded substantial sums for long delays.
Wait for a VM person to reply and see if they can offer further help.
I have tried to log in to MyVirginMedia, but the other problem I'm encountering is a doom-loop of screens which make it impossible for me to log in.
What is the doom loop you are experiencing when trying to log into your online account? It may be due to the home move.
Virgin Media systems always create a new account for home moves. (When a customer moves the account number changes, the account number sits with the property and not the customer)
Homemovers should have created a process called 'Move and Transfer' which would move over your current email address (es) and also update My Virgin Media allowing you to continue and log in as before the home move.
If this hasn't been actioned then a member for the foum team may be able to process this for you. however it may be a couple of days before they pick up this thread.
Providing you haven't made any changes to your package or equipment then your current pricing and remaining minimum contract term are carried over to the new account. This isn't always reflected in the new account due to VM's antiquated billing system, and may need to be manually updated.
Thank you. I'll wait for them then. I've done the calculation: £6.24 x 45 days = £280.80. In the meantime, I'll talk to the irritating AI on the phone to try to get access to my account!
Forum TeamHi AdB01,
Thank you for your post and welcome to the community.
We're very sorry for any issue you've had with contacting the team.
Can you confirm if you have been able to get through?
^Martin
