Forum Discussion

WorldofNTL's avatar
WorldofNTL
Joining in
4 days ago

Online complaint won't track

The web form to log a complaint doesn't seem to be working for me. I can access the form, fill it out, and submit all OK. I even get a message stating it was submitted, although with no reference number. But that's the last I hear of it. No follow up email, and if I go here to check... 

https://www.virginmedia.com/myvmo2/complaints/track 

...I just get <<Oops, looks like something's gone wrong on our side. Please try again>>.

I've tried from different browsers on different PCs etc. but I can never get to the page to track the complaint. I've submitted the complaint twice now but same issue tracking afterwards. 

So has anyone got an alternative way (like a different URL) to track or file complaints online with VM?

But please don't make jokes and suggest I try calling or web chat :-) I'm only filing a complaint after spending several hours with various members of their CS team just trying to get a refund for money VM owe me due to their random over-billing.

Thanks in advance!

5 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    4 days ago

    Hello WorldofNTL,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your account and trying to track your complaint. Please can you try to clear your browsers cache and try to access the site again. Hopefully this should work after clearing any old data that maybe causing the problems viewing the page. If that doesn't work, we'll be able to help further from here to get your complaint investigated. Please let us know how it goes.

    Kind Regards,

    Steven_L

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      4 days ago

      Thanks for coming back to us WorldofNTL and confirming that you've tried to resolve the issues. 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

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      3 days ago

      Hello Pau1Henry,

      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 having trying to raise a complaint via your online account.

      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

  • WorldofNTL's avatar
    WorldofNTL
    Joining in
    4 days ago

    Thanks for the suggestion but I have already tried that, as well as different browsers on different PCs. I've even tried from a Windows sandbox session (which is non-persistent so no cache). Just get this every time:
    Oops, looks like something's gone wrong on our side. Please try again

    • Pau1Henry's avatar
      Pau1Henry
      Settling in
      4 days ago

      Hi

      I have exactly the same issue, which is why I am on here now as I am at my wits end as VM seem to be making it impossible to make them accept a complaint. I tried phoning and was advised to use the online messenger. I used to online messenger and got what was a confusing response, so decided to wait a week and see if I got any update to make sense of what I was told, (which I still have not received 10+ days later), then I tried the online complaints and got given a **** for a reference instead of an actual reference number, then the same error as yourself. I left it a couple of days  with no response or even confirmation email, so assumed it was another VM issue to add to my complaint list, so I tried again, whilst in work, on the work PC, and got the exact same result (which is ironic as its an old VM internet server building). I also tried the complaints email, but that has been made private to seemingly stop people an option to remedy this online lack of service, and so now have come here, only to find I am not the only one.