Forum Discussion
Chris_Myers wrote:
Complaint reference: C-221122184 Latest Update - a waste of breath speaking to this company. The original response of "a manager will call you within 24-48 hrs" clearly had no meaning other than to get me off the call.
We have a little update on your complaint with us. We didn’t want to delay things, so we’ve gone ahead and looked into a resolution for you.
Here’s a quick recap
Your complaint was: Cable -> Customer Experience -> Other
We’ve looked into it and here’s what we found: [At this point the command of the English language completely breaks down]
Thank you for contacting us Chris, and letting us know that you are unhappy as you are getting No number calls. We apologize for the inconvenience you endured. But not to worry I assure you to check the details and guide accordingly [?]. Be assure you [?] that we will do our best to improve our services and take your feedback to the relevant areas of the business. We thank you for being our loyal customer with us for 14 years.
We would like to let you know that as this is a technical issue it needs to be dealt by our technical team so that they can have a better investigation with regards to the issue and can do the needful accordingly in real time by being over the call with the account holder [?]. Hence, we suggest you to contact our customer care team on 150 toll-free from any Virgin media home phone or 0345 454 1111 ( Charges may apply) from any other phone. so that they can do the needful changes accordingly and proceed further with your query [Assumes I didn't go down that route initially - so didn't look very far into my case]. [also ignored the request to actually speak with someone at management level]
Just to let you know, You can try signing in or registering to your My Virgin Media account at virginmedia.com/myvirginmedia where you can manage your account and bills online [I already do, if they bothered to check]. You can even click on ‘My upgrades & offers’ to view any packages [assuming they work of course] or deals available [I'm sure spending more money with VM will fix their Firmware] to you. You can also download the My Virgin Media app onto any compatible iOS or Android device [Doesn't help when the issue is their change of landline solution] .Here's what we offer as a resolution: Technical ->Technical help provided [If you call this help you need to get out more - absolutely no unsolicited feedback, even then very limited and inadequate response, no information to wider community - see last comment]
We hope this works for you.
We’ll keep your complaint open for 28 days from now just in case you still want to talk through your options. Please ring us on 0345 454 1111 if you’re not completely happy with the resolution [this number takes you to an automated call system with 4 options - customer complaints is NOT one of them]
If we don’t hear back after 28 days, we’ll assume you’re satisfied with everything and close your complaint.
Stay on top of your services
To make the most of your time with us, make sure you’ve downloaded the My Virgin Media app. With it, you can manage your bills with a tap and a swipe, check the service status in your area [This reports no issues for TV, Broadband, or phone in my area], find out when we expect any known problems will be fixed, diagnose issues with your in-home equipment, and loads more.
I did offer to share your complaint reference for them to see others are having the same issue but apparently they can’t look at your complaint as that would be a breach of GDPR as accessing your account without your consent would be a problem.
So no surprises 2 different manager call back that I’ve been promised still haven’t happened. I’m on the phone to them now trying to escalate things but it’s like banging your head against brick wall.
Might be one for BBC Watchdog I think.
- Steven_L3 years agoForum Team
Thanks for coming back to us Redwards86, are you still on your call to the team?
Kind Regards,
Steven_L
- Redwards863 years agoDialled in
Well as per usual with VM there were no managers available and one might maybe perhaps call me back at some point in the next 2 working days.
Could you please provide a link to your complaints policy as I’m getting nowhere fast.
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