Forum Discussion

paulh99uk's avatar
paulh99uk
Joining in
11 months ago

How long for a deadlock letter

Have been having issues with VM broadband and tried to sort them out for over a month, raised a complaint that was just closed after 3 days without any attempt to contact me. Wanted to request a deadlock letter to take this further and after speaking to a few people who didn't know what it was and being cut off multiple times finally got through to a manager/supervisor who said they could get me this but would take 24 working days, thought this seemed strange and very long so was wondering if this information was correct or just more lies from customer support? 

  • japitts's avatar
    japitts
    Very Insightful Person
    11 months ago

    You've not mentioned what the broadband issues are, and this is your first post here - so the advice has to focus on the complaints process rather than potentially avoiding the need to.

    That said, the external arbitration process allows a referral either after a deadlock letter or 8 weeks, whichever comes sooner.

  • Martin_N's avatar
    Martin_N
    Forum Team
    11 months ago

    Hi paulh99uk,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the handling of your complaint. 

    I am happy to take a look into this for you. 

    I will private message you now to confirm your details. 

    ^Martin