Contacting resolutions team

Question

Hello,&nbsp;Is there a way of contacting the resolutions team, I have an open complaint but the only contact details they are giving me is a phone number, my landline has been down along with my broadband since 16/11/2025. I don't want to be paying to contact them.I have replied to them through the email they have sent me, I was told they would receive the reply by the chat staff, but my faith in them is somewhat nonexistent due to the many lies i have Ben told by them. Any help would be great.

goslow · Answer

Why has VM not fixed the fault with your connection? (I am going to make a wild guess it very likely involves replacing your cable from the street and the use of third-party cabling sub-contractors who fail to turn up or fail to complete the job?)You will be eligible for compensation for such a long delayhttps://www.virginmedia.com/help/billing-and-payments/automatic-compensationso keep detailed notes of everything, along with evidence such as emails, texts, screenshots etc., to ensure you get paid whatever you are due.VM's complaints processes are mostly designed to fob you off rather than resolve anything. OFCOM has allegedly been investigating VM since July 2023 in regard to poor complaint handling.https://www.ofcom.org.uk/phones-and-broadband/switching-provider/cw_01275I would suggest that you might do best to try to follow up getting the fault fixed with the VM people on here rather than chasing the complaint to begin with.

Darthvadar · Answer

VM is an absolute shambles. You are well advised to ask around and look at the reviews elsewhere. Staff are thoroughly dishonest, and habitual liars. No leadership, no management, non existent processes, and senior executive team unfit for purpose. Best advice is to leave VM at earliest opportunity and spread the word.

Steven_L · Answer

Thanks for coming back to me, siri_us. &nbsp;I'd be happy to take a further look into this for you; however, 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

Adduxi · Answer

Apart from the phone line and social media, there is no other contact method.&nbsp;

Steven_L · Answer

Hello siri_us,
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 experiencing trying to get your complaint resolved.&nbsp;
When was your complaint initially raised? We would have 28 days to fully resolve any complaints.
Kind Regards,
Steven_L

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Contacting resolutions team

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