Forum Discussion

Chris_Myers's avatar
Chris_Myers
Superfast
13 hours ago

Qualtrics - Genuine Survey Request or Positive Feedback Solicitation

At 06:34 today 14 Jan 2026 I received an email from "The Team at Virgin Media" regarding a survey triggered by recent complaints activity. "We'd love to hear what you think about your experience. We'll use your feedback to improve the way we do things. It'll only take a few minutes to share your experiences" - and yet you still cannot get your act together. I attempted to complete the survey at 1304 today (selecting very dissatisfied) to receive a 0% complete bar and the message “New responses are no longer being collected”.

I checked the original email footnote to see "Please do not reply to this email. The survey will expire on 21/01/2026. Virgin Media has contracted Qualtrics, an independent survey firm to conduct this survey. Virgin Media look after the data collected and may use it in combination with other information to better understand our products and services and the way we deliver those to you. All information is treated in confidence and in accordance with our privacy policy.

I then tried to contact Qualtrics, but of course I am a VM customer not a Qualtrics customer so do not have a customer account so cannot logon for help, nor will they connect me by phone.  I synical man might conclude that this "survey" is only a tool to receive positive feedback. If that is the case - shame on both companies.

Again Virgin media's biggest failing - what price a communications company that can/will not communicate? Do I need to take bets if any response will follow from Virgin Media, yet alone appropriate action? 

3 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    12 hours ago

    Chris_Myers​ 

    You won't receive a response from VM on the Tech Chatter boards where you posted your thread. 

    VM Forum staff seldom check the Off Topic Community Natter and Tech Chatter boards as they are primarily for non VM related content.

    I have therefore moved your thread to the Managing Your Account board which is frequented by VM Forum Staff.

    • Chris_Myers's avatar
      Chris_Myers
      Superfast
      12 hours ago

      I am just out of hospital, so not yet firing on all cylinders - I should have caught that.

      My original issue was a policy/procedure issue dealing with accounts and access that VM passed to O2 but neither could correct/address. Anything to do with failure in policy or procedure is above the pay grade of standard help checklists and just falls through the cracks. Even requests for management review result in promised call-back by managers that just do not happen. Worse still, OFCOM also say these are outside their remit. 

      Thank you for your help and swift response/correction