Complaints process?
Hi,
I'm wondering what the complaints process is please as I raised a complaint several weeks ago which wasn't even acknowledged in the slightest.
I regrettably had to raise yet another complaint via live chat as the telephone advisor refused to raise it saying to do so online despite Virgin Media's webpage saying that you can call to raise a complaint. At this point, despite being promised a call back from the dedicated complaints team, I have nothing yet again.
Issue is as follows:
Switched to Virgin Media & within the first 3 days we suffered 250+ outages. This number was confirmed by Virgin Media.
They sent an engineer out who told me it wasn't the hardware and was an "account issue". The engineer stated they'd call me once they speak with their area manager. The call didn't happen and I received a text late at night saying they forgot but its been escalated and someone would be in touch.
Nobody got in touch as expected so I called through and spoke with someone who assured me it would be looked at and they personally would call me the following Monday - they did not. I called up again and was passed around teams before being told to switch the hub off and on - obviously this was done many, many times.
Service was somewhat better, only facing up to 50 drops per day at the worst. Eventually two nights ago it just cut out altogether, same issue as before: "connected without internet". I called for help and was told an engineer was booked for the following day between 12 and 4. I asked why this is required as this was an apparent account issue and explained there are notes on the previous fault but the advisor argued back and forth saying I "only had a technician but this is a senior technician" then was passed to the "customer relations" team to speak with a very confrontational advisor who sarcastically jabbed "why don't you need an engineer? Your Internet is down, yeah?" explained ad nauseum again and was told an engineer has to come, so I conceded and cancelled my plans.
Suddenly as if by magic and right on cue, around 30 minutes after the call, our internet reconnected after being completely dead for 9hours - wild coincidence that I just explained its an account issue and was made to feel stupid for saying so.
Engineer was still due to visit to i had spent the day waiting in and as you can predict, no-show. I just called up now and was told it was cancelled as the issue was already fixed.
No text message, no email, no call informing me of this. They then booked it again for a later date as there are still drops in the connection but after everything was all done I get the dreaded, "oh you are on our special hub5, we have a ring fenced team for this hub, I need to pass you there" to be told it wasn't cancelled but simply rescheduled (still, zero notice).
As I've raised this issue twice throughout this god awful experience which is impacting my work & had zero response from the complaints team - what should I do? Write to Ofcom without a complaint reference, email Virgin Media CEO/Exec team, or continue to wait and hope someone takes a degree of ownership and accountability?
I'll be giving them until the end of this week before just asking for Ombudsman involvement regardless of the 8 week mark as they haven't even acknowledged the complaint, if nothings done I'll just switch back to BT despite their more expensive cost, they just aren't as farcical as Virgin Media.
