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Bluefusion's avatar
Bluefusion
Dialled in
2 years ago

Virgin Media to Ombudsman / Small claims court

I feel like I have exhausted all avenue with Virgin Media and am now left with raising my complaint with the Ombudsman and/or Small claims court.

In brief, I gave my 30-days cancellation notice to VM for my provided services (Broadband & Phone). 
They agreed a final termination date in 30-days time as expected, however the next day my phone line was dead (broadband carried on for the remaining 30-days as expected).

I spent the next 30-days on calls, What's App,  to numerous teams at VM and even had engineers visits to resolve the issue and reconnect my phone line for the remaining days of my service. Engineers and technical staff confirmed the line had been incorrectly terminated by VM and was promised numerous times it would be reconnected, but it never was. I was even advised my one team that they would only reconnect my landline if I renewed contract with them!

I logged a complaint to OFCOM and wrote a detailed complaint letter to Virgin Media's head office requesting compensation for loss of my phone service for 28-days (OFCOM state is £9.33 per day). I have since received a letter from VM's complaints department stating that as my account is disconnected that they cannot help and I need to contact the Customer care team on the usual Virgin number to get the matter resolved.

Today I spent 1-hour on the phone to the customer care team and they advised they cannot help and I need to speak to the customer complaints department as they are dealing with it, even though the letter I received clearly states they are not.

So what next, as Virgin Media are completely incompetent in dealing with a straight-forward complaint.
Is it to write to the Ombudsman or take this to small claims court?