Forum Discussion

ypereira's avatar
ypereira
Joining in
10 months ago
Solved

Email to complain

I had the most frustrating experience with Virgin Media ever, been trying to get broadband, telephone and tv install since 11 September, only to be postpone in about 4 different occasions, every single team member has lie to me about what has been going on, and the last person I spoke to was trying to force me to stay if I wanted the money that I have spend out of my pocket in order to have internet to work from home.

About 10 different conversations with team members, everyone promising different things, an hour conversation trying to get a refund just to be told to forget it, is no happening the only thing you can so is stay with us and a promise the complain team was going to call me that same day and is been four days and nothing.

The amount of time I have spent on trying to obtain a resolution is ridiculous. 

Does anyone have an email address that I am able to send a complaint to? I feel like I should try to complain one more time directly to them before complaining via omsbudman.

  • goslow's avatar
    goslow
    10 months ago

    Unfortunately, delayed installations are a very common topic of complaint on the forums. You will find hundreds of similar past topics on the 'Quick Start' forum.

    You should be eligible for compensation for any delay

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    and this is the only official compensation you are entitled to. It is payable once your installation is completed or up to the point you or VM cancels the installation if not completed.

    VM regularly tries to dodge paying this, or to reduce the amount paid out, in the topics which come up on here. Keep very detailed notes, along with evidence of appointments, calls, texts, emails etc. to ensure you get paid what you are owed.

    You may have to go to the ombudsman to get paid what is due but the ombudsman cannot compel VM to install for you nor speed up the installation process.

4 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    10 months ago

    Unfortunately, delayed installations are a very common topic of complaint on the forums. You will find hundreds of similar past topics on the 'Quick Start' forum.

    You should be eligible for compensation for any delay

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    and this is the only official compensation you are entitled to. It is payable once your installation is completed or up to the point you or VM cancels the installation if not completed.

    VM regularly tries to dodge paying this, or to reduce the amount paid out, in the topics which come up on here. Keep very detailed notes, along with evidence of appointments, calls, texts, emails etc. to ensure you get paid what you are owed.

    You may have to go to the ombudsman to get paid what is due but the ombudsman cannot compel VM to install for you nor speed up the installation process.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    9 months ago

    Hi ypereira 

    Welcome to the community forums. 

    We're very sorry to hear that your installation has been delayed, we can fully appreciate any upset caused by this.
    If you still need to raise a complaint you can do so by any means listed here though if you've not been installed you would be limited to calling and sending via post. If you prefer, we can take a look at this and raise it at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down. 

  • jadeoh's avatar
    jadeoh
    Tuning in
    9 months ago

    I constantly complain re virgin tvey ste the worst company ever and really  don’t care. .  I complained  recently re the shocking experience I had. Virgin kept closing my complaint down & lied to me over & over. In the end I went to ombudsman who upheld my complaint and awarded me a lot of compensation and an  apology letter from virgin. You can log into your account & log your complaint.  

  • YesButNoBut's avatar
    YesButNoBut
    Tuning in
    31 days ago

    I'm having a similar experience...

    And now I have cause to complain again (after doing so last year).

    Essentially, from around late afternoon to late evening on Friday 27th June I had no services at all — no broadband, no TV, no landline, nothing. The broadband came back on first, but I had no access to anything else.  But even when the known issue in my area was apparently 'fixed' the TV connection was still lost altogether, so had to reset everything. Eventually,  it came back on. But it took me a long time getting there and without any services, which is not an ideal way to spend any Friday.

    Also, I've continuously been experiencing internet downtime and/or instability on and off, as well as recordings not recording or being inaccessible, since last year. At first, it wasn't too much of a deal, but has gotten worse and at times the broadband has been ridiculously slow.