Forum Discussion

Laurz's avatar
Laurz
Joining in
5 days ago

Why are complaints not addressed?

When you complain to Virgin Media they allegedly log it, give you a reference number and ask how you would like to be contacted; phone, email etc. 

However, your complaint is never addressed and you just get a generic email sent saying they are glad they have resolved it.  
 
No resolution. No response as requested. No contact from a manager. The complaint is not addressed and Virgin Media does not care about their customers or about solving the issue.  They just fob you off. 
 
This happens everytime and I even told the agent on this occasion that I know exactly what will happen and I will get said generic email with no resolution……and guess what, Virgin Media sent it again!

Thanks for not resolving my complaint and just ignoring me. 

  • goslow's avatar
    goslow
    Alessandro Volta
    5 days ago

    While waiting for a VM forum team reply ...

    You can share your unhappy cancellation experience with OFCOM.

    They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

    https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

    Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

    https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

    Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

    If VM has not resolved your complaint, you can escalate to the ombudsman via the processes and timescales below

    https://www.commsombudsman.org/our-process

    • Laurz's avatar
      Laurz
      Joining in
      5 days ago

      Thank you I will do that. I have raised it with the ombudsman today. I just dont know how Virgin Media are allowed to keep getting away with such poor customer service. This has been the case for years.