Forum Discussion

Dan3008's avatar
Dan3008
Tuning in
28 days ago

Complaints timeframe

Do virgin media actually aknowladge and answer complaints at the moment? I've been waiting over 4 weeks, and am preparing to aproach the communications obudsman about Virgin Medias refusal to engage with their own complaints proccess.  To summarise my journey so far:

  • On 26 Januaray I realised that Virgin Media were blocking my personal website. This was distressing as I was at risk of redundency and had set up the site with a remote host to list my CV and projects for potential employers to access.
    I went on the live chat service, and asked why this had happened, and if there was anything I could do to correct it. The live chat agent Rishabh said it was an automated proccess and I should "off my virus protection". I adivsed I wasn't happy to turn off the virus protection, and that I'd look for other solutions.
    At this point Rishabh got very defensive and demanded I turned off the virus protection. I again said no, and asked to raise a complaint about his behaviour. I had to ask 3 times before he agreed to log a complaint.

  • On 5 February I hadn't had an aknowladgement if my complaint, so I followed up with an email, which was sent to ODR, lutz.schueler& 
    CEO.Office2

  • Having still had no reply on 15 February I followed up with another email, this time including ResolutionsTeam
  • Today, I contacted the communications ombusman, who have said that I am within my rights to raise the matter to them at this point (rather than wait the full 8 weeks) as the evidence would suggest that Virgin Media are either not willing or not able to address my complaint. However, they did advise that waiting the full 8 weeks might be more in my favour.

According to the "Consumer Complaints Code of Practice" Complaints raised by email\livechat will be responded to in 7 days, and a resolution offered within 28 days. This apparently is not the case

The Communications Ombudsman advised today that VM's failure to acknowladge my complaint is also contitute regulatory failure.

Staff - Please be advised I will not be accepting a response to my complaint via this forum, as I would like the complaints team to contact me directly about it, and provide a full deadlock letter in writing. However I would like this lack of contact adding to my complaint, as it is not acceptable. In my job as senior complaints manager within the financail industry, I would lose my job if I left a customer waiting for over a month without even an aknowladgement

complains
    • Dan3008's avatar
      Dan3008
      Tuning in
      28 days ago

      My problem there wasn't me accessing my site, I could do that through my hosting service. My problem was that I lost out on an interview because a potential employer couldnt access my site, because they use Virgin Media business broadband. But after talking to live chat, I fixed it myself by getting a new domain with ".eu.org"

      But my complaint wasn't about my site being blocked. My complaint was about the way the agent on live chat spoke to me when I contacted them asking for advice, and the fact that they very forcefully insisted that I turn off virus protection on my account. They didn't even listen to my request. Because I wasn't asking how I could access my site, I was asking how I could get it unblocked so that others could access my site.

    • Dan3008's avatar
      Dan3008
      Tuning in
      28 days ago

      And obviously my problem here actually has nothing to do with why I origionally contacted Virgin Media. That was just for context. My problem here is because they haven't even aknowlaged my complaint in 31 days...

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        24 days ago

        Hi Dan3008 👋.

        Thanks for reaching out to us, sorry to hear of the issues that you are facing with a complaint. We ensure that all complaints submitted to us are responded to within the timeframe that we advise, there can be some cases that are more complex than others that may require longer to investigate and respond back to you via the method you have chosen as a form of contact. Should the choice of contact be email we ask our customers to ensure that they check all mailboxes that they have set up on the account including Junk/Spam folders.

        If there is no response we would need to look further into this via private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina