Service Complaint

Question

I have spent a the last week of my life trying to get VM to talk to me sensibly.&nbsp; Half of that has simply been trying to even get through its systems to talk to anyone.&nbsp; The rest of the time has been a waste to them and to me.&nbsp; I see from reviews here and elsewhere that I am not alone.&nbsp; I don't intend to give up and will take it to the bitter end.&nbsp; VM have been told this.&nbsp; If I have not heard from them by the end of the day, I intend trying to get consumer media involved in my case and to investigate VM's mismaagement of a vital tool of the country's economy - the Internet.&nbsp;&nbsp; Everything is done online&nbsp; now and if we, the public, cannot get the service we are paying for, businesses and the Government will suffer.&nbsp; If anyone wishes to join in with my quest, please find a way of reaching out to me.&nbsp; Where there is a will, there is a way!
On a good note, I have had to speak to so many other customer service teams in other businesses to rectify the problems VM have caused, and&nbsp; I have found that there is still a lot of excellent service out there, so don't depair...VM is not the standard!

TonyG56 · Answer

Yup. round and round we go.....all being cozy and nice but no-one doing anything or taking responsibility.&nbsp; This has taken a week out of my life.&nbsp; Great at my age.&nbsp; We don't need bots that can't read nor understand.&nbsp; We need humans that can do things. My problems started with e-mail issues, which led to an inability to beat the bot system.&nbsp; How many times does it take one person to repeat their telephone number&nbsp; (100? 200?) before it will let you through...then the long wait for a human to appear.&nbsp; Nice, but can't grasp the issue and then creates even further issues with your account.&nbsp; Then states that the original&nbsp; point of our call was totally different from the the question first raised. They can't also understand that you may use an app to get e-mails from various accounts rather than a web-based page from a single provider. After a very consderable time (hours, not minutes), I had to leave the room and my wife took over.&nbsp; More hours passed, the guy at VM had tried his best TBH, but he had to give up and issue a "ticket", which to date has not been acted upon.&nbsp; On top on this VM have completely messed up the admin of my account.&nbsp; Speed tests show that we are not getting anywhere near the speeds we are paying for (and yes...I know the usual VM question...have you tried switching the router off and on").&nbsp;&nbsp; I give them some time &amp; hear nothing.&nbsp; I look through the web pages for help...ha ha ha.&nbsp;&nbsp; Eventually I go through all whole process again....eventually getting hold of someone.&nbsp; My immediate request was for a link so I could send a formal complaint, so it would be all written down and recorded.&nbsp; 30 minutes more of wasted breath on both sides i finally get the info i requested.&nbsp; I made sure the complaint was about VM, not the poor staff who had tried but failed to be any help.&nbsp; The recorded complaint was maket as a complaint against a member of staff !!***!!.&nbsp; 2nd complaint sent seeking an immediate apology to me and the staff.&nbsp; Closed without and word to me.&nbsp; 2 further complaints submitted.&nbsp; Not a word from VM.&nbsp; Hiding behind their 28 days no doubt.&nbsp; I could go on about the unexpected knock on&nbsp; effects of theproblems VM have caused me (least of all the rise in my recorded BP).&nbsp; All because they refuse to give any customer service.&nbsp;&nbsp; Now what was your question? Oh yes, can I advise you of my issue?&nbsp; Well,you tell me ....apart from me being a grumpy old man.&nbsp; I've had to deal with so many Customer Service Teams in so many other companies because of VM this week &amp; I can assure you that I have had perfect service and many kind words have been spoken on both sides (evidence can be produced!).&nbsp;&nbsp;&nbsp; Have&nbsp; agreat day! Tony

Tom_W1 · Answer

Hi TonyG56 thanks for posting although we're sorry to hear of your concerns raised.
Can you advise please what your issues are, and we can do our best to advise - unfortunately there doesn't seem to be much we can go off here to advise but if you can elaborate we'll do our best to assist.
Many thanks

TonyG56 · Answer

Think you are best to ask the complaints team at Virgin. &nbsp;2503252265 and 2603254901 should ring bells with them.

Tom_W1 · Answer

Hi TonyG56 thanks for your reply.
There isn't a specific complaints team, as all departments can manage complaints based on who you speak to.
If you can please advise what the issue is here we can advise accordingly to start with.
Many thanks

David_Bn · Answer

Thanks for reaching out to us TonyG56, and we're sorry to hear you feel this way about our services.&nbsp;
I'd be happy to pick this up and look into any open complaints or tickets you have to see if we can find a suitable resolution.
We can also discuss the speed issue and determine if the speeds are reaching your property when utilising Ethernet cables, rather than being reliant upon Wi-Fi connections - with the expectation of permanent subscribed speeds.
Check out the envelope in the top right hand corner for a private message from me
Thanks,
David_Bn

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