How to track a complaint
How do you track an open complaint? When I try to check via https://www.virginmedia.com/my-virgin-media/complaints, it just takes me to the page where you submit a new complaint
Forum Discussion
Hi coxley
If you've already submitted a complaint then sign into My Virgin Media.
Scroll down to the Quick Links at the bottom of the page and click on Track Complaint.
https://www.virginmedia.com/my-virgin-media/complaints/track
I submitted a complaint earlier on and the same happened to me, it did not register.
I had to retype the whole complaint and do it again, and this time when i did it i got a complaint reference number, and an email to say that the complaint had been submitted.
Seems like the website is pretty crap tbh, live chat not working either......................i wonder why ???
Hi
Yes, I was given a Complaint reference, even got the email as evidence. But no way of getting any progress updates. I've also has confirmation via the WhatsApp support route (don't get me started on that one) that it's open. Looks like it's intentional - they probably think a high percentage of customers won't bother chasing up the complaint. But I will keep chasing. Might raise another complaint as advised above
The failure of the complaints updates page is a long standing and well known fault, running for well over a year now. I know this because I saw this a year ago when I raised a complaint, and there's been many other reports in this forum. I believe it sometimes works for some users, but that's no help for those who find it every bit as helpful as the rest of VM's customer service.
The good news is that a lack of visibility in the complaints updates page doesn't mean that VM aren't diligently working on a response to your complaint (that they aren't is a given - the good news is simply that you're not being singled out). As long as you have a complaint reference number then it'll be in some third world workflow queue, waiting for a disinterested offshore slave to either carve out a fob off response (see below), or maybe close it without any action at all.
Even if the complaint update did work it probably won't help you much - VM deal with complaints to a standard that beggars belief in this day and age, and that's because the company still thinks and acts as though it has a monopoly of high speeds. The poor quality of complaint responses is remarkable - we often see the results posted here by unhappy customers, and these seem to be cobbled together from a mix of "drop down" text responses that bear no relation to the actual complaint, in a poor quality wrapper text that looks like failed homework from the "English as a foreign language" course.
All you can really do is treat VM's complaint's process as a necessary step on the path to Ombudsman Services. VM evidently hope that by making complaining as slow and unproductive as possible, then people will generally give up. I suspect they're right, judging by VM's routinely poor performance in Ofcom's quarterly Hall of Shame.
There is no option in Quick Links to track a complaint.
I raised a complaint today because after wasting 1 hour+ yesterday jumping through VM support hoops and finally speaking to an agent (supposed to be a technician), I was no further forward and did not receive the promised response from technical within 3 hours.
I rang again today and spoke to retentions, asking them to raise a complaint. Apparently Rollen (the agent from yesterday) had noted the result of yesterday's problem inaccurately and not mentioned the 3 hour response.
This makes me very angry.
Today's agent then supposedly transferred me to Technicians - the call was then cut off (as usual). There seems to be an inability within VM to successfully transfer a call - this for a comms company!
Customer service is becoming non-existent at VM.
I need to speak to an INFORMED technician regarding the inablity to watch the new interactive Sky Sports tennis channel on the red button to open multiple match choices.
I pay a lot of money for my VM package and am increasingly frustrated. I am thinking of cancelling and moving to something like NOVtv which doesn't appear to have all these problems.
Can someone tell me how to check my complaint on MyVirginMedia as the original instructions are no longer relevant.
Hi jo666
Welcome back to our community forums and sorry to hear you had this experience with our customer service team when trying to get a technical resolution to a problem. We can understand the frustration and inconvenience this may have caused you and we want to assure you that this is not the level of service we expect from our team. I can however see you were recently in contact with a member of our team regarding this issue. Was the issue resolved with them? Do you still need here with a complaint? You can track your complaint here https://virg.in/mycases
Thanks,
Hi jo666
If the complaint has gone through correctly then you should be able to track it using
https://www.virginmedia.com/my-virgin-media/complaints/track
I can't check if that is working correctly because I don't have an open complaint, I see the following text instead... "There's nothing to see here We've not got any ongoing issues connected with your account, so there's nothing to see here. Got an issue to raise with our team about your services?"
As indicated in your other post < here > regarding your inablity to watch the new interactive Sky Sports tennis channel on the red button to open multiple match choices. That facility is only available on the newer 360 and Stream boxes, and not available on the older V6 or tivo boxes.
The 360 boxes are missing a lot of the bells and whistles of the older V6/tivo boxes as they are copyright to tivo.
< this thread> compares the main differences between the V6 and 360 features.
Since you have V6 boxes then you whould be able to download the software update to enable them to run the horizon (360) firmware. The hard drives would be reformatted as part of that process so you would lose all recordings and series links, however you would retain the recording function on both boxes.
If however you had older tivo boxes then you would receive box swaps which would mean you would receive one main box which has a hard drive. Any additional 360 boxes would be mini boxes which don't have hard drives.
Many thanks, Dave.
That was very useful
