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
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.
