Forum Discussion

abc1233's avatar
abc1233
Joining in
2 months ago

Irresponsible Virgin Media/O2 driver

Hi, 

 25 Nov 2025 09:30am - London N3

Don't know where to start, this individual did all odd from A to Z.
Entered at a speed in a private car park reserved to residents.
Parked initially in a space belonging to a flat, then reversed to another one (also numbered) and again moved for the 3rd time in another space, none of them related at all to the flat he was visiting.
In doing this, he collided with my car and scratched it on the rear left corner.
When challenged, he started arguing and escalating, and refused to cooperate, even omitting to identify himself and exchange details for the insurance.
After all this, he left his van in the private car park, in a space reserved to a different flat he was not visiting, refusing to move it.
All the while acting arrogant in a van plastered with Virgin Media/02 stickers and sporting a VM uniform. Really bad name for the company. I'd never ever spend one penny again with Virgin Media and O2 until this is put right.

Disgusting. Full CCTV footage is available, already sent to the Police, our block management company and our insurer. I can accurately describe the driver appearance and photos were taken.

Please, do not limit to confirm you have "passed back the report" for "internal review", instead tell me what is the right procedure to address a formal complaint and how to put me in touch directly with the Area Field Manager (AFM) managing this individual, as I need to talk with him about what happened and to the bottom of this story.

Please sort out your engineer as all this is unacceptable.

Thank you.

14 Replies

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  • Darthvadar's avatar
    Darthvadar
    Up to speed
    2 months ago

    This is typical behaviour from VM drivers, they do not care a toss and are totally uncooperative when challenged. This is very similar to behaviour I witnessed not so long ago.....one of their drivers was trespassing on our land, he was told to desist, but carried on regardless. I doubt you will get any joy from his manager......VMs management are thoroughly useless, there is little if any supervision of their employees.VM operates like a cartel or mafiosa.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    You have done exactly the right thing in reporting the full details to the police and insurers. Let them deal with it. 

    You will not get any satisfaction from dealing with VM yourself. Anything you post here will disappear into a virtual waste bin. 

    • abc1233's avatar
      abc1233
      Joining in
      2 months ago

      I am seeing that in the private exchange with the CC agent, but this time they found not an easy person to deal with. I'll escalate and enlarge the problem if I don't get proper feedback, which can't be of course some vague reassurances or fake "apologies".

  • Carley_S's avatar
    Carley_S
    Forum Team (Retired)
    2 months ago

    Hi abc1233 
    Welcome to the Community Forums. 
    Sorry to hear of the experience you've had with one of our engineers and claims of damage being dealt to your car. 
    Please join me over a private message so I can pass you the details you'll need to reach out to the correct department to investigate this further. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

    • abc1233's avatar
      abc1233
      Joining in
      2 months ago

      Dear Carley_S,

      I want to complain and discuss the engineer's behaviour. In your private message you addressed me to insurance claim path. That's not what I asked.

      Please tell me what is the right procedure to address a formal complaint and how to put me in touch directly with the Area Field Manager (AFM) managing this individual, as I need to talk with him about what happened and go to the bottom of this story.

      Once again, is not the insurance claim I want to discuss, it's your driver behaviour. The question is not on the insurance claim. Please respond accordingly.

      At this stage my query is still unanswered because you addressed me wrongly to the insurance claim path.

      Regards

      • newapollo's avatar
        newapollo
        Very Insightful Person
        2 months ago

        Please tell me what is the right procedure to address a formal complaint

        VM's complaints process is outlined online https://www.virginmedia.com/help/complaints

        That page includes links to submit a complaint by webform, and the page also contains an online chat messenger so you can process the complaint via the web chat team who are available Monday until Sunday, 8am until 10pm.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    You should NEVER communicate with the driver/owner of a vehicle involved in a ‘crash’. It must be left up to your insurance company, it is likely to adversely affect the outcome, especially if there is a court case.

    • abc1233's avatar
      abc1233
      Joining in
      2 months ago

      This Virgin Media O2 driver refused to exchange details for the insurance. This is an offence that is required to be reported to the Police, which I dutifully did (I have a case number). He also omitted to identify himself (badge number etc).

      As he generally refused to cooperate, I agree with you, talking with this kid has been a total waste of time.

      If Carley_S at some point will manage to provide the information asked, I want to open a complaint on this person that doesn't regard the insurance claim, that's a totally separate path and is ongoing.

      • Carley_S's avatar
        Carley_S
        Forum Team (Retired)
        2 months ago

        We can open a complaint on our side for you in regards to the engineer's behaviour abc1233
        Please re-join us back on private message, and we'll be more than happy to assist further once we have answers to the questions asked, so we can do this for you on our side. 
         

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    It would be very surprising if VM was to grant you what you want outside of its usual complaint and legal channels. VM has nothing to gain by doing so.

    IMO, the advice from Tudor, earlier in the topic, was spot on. You may potentially harm the outcome for yourself by direct communication with VM.

  • pineman's avatar
    pineman
    On our wavelength
    2 months ago

    'This is an offence that is required to be reported to the Police'.

    Actually it's not. The only incidents that have to be reported are those occuring on a road or other public place. I'm surprised the police got involved at all as your incident was in a private car park.