Forum Discussion

Frigan's avatar
Frigan
Tuning in
10 days ago

Escalating a complaint, or...

Escalating a complaint, or even talking to a human being who isn't just selecting from a series of prompts is impossible. I've raised a complaint about an issue which has been present on & off (mostly present) since my contract starting, and every time it's like pulling teeth to try and get any action taken.

I raised a complaint over 3 days ago, with nothing other than an acknowledgement email back. The status is still on the first stage when I check the status.
I have updated this daily with screenshots showing there's a clear network issue, which has been diagnosed before and confirmed by 6 engineer visits. They confirmed there's no issue between my property and the cabinet and that the issue needs to be escalated above their level.

I've been told before, over the phone and by engineers that they're going to escalate my issue

Nobody seems to want/to be able to do this. How is this possible for a company this size to have such a terrible issue resolution system?

Is anyone here able to help? I'm sure I'm not the only one who's being driven mad by this.

Broadband
Connection
Customer service
Internet

8 Replies

  • Frigan's avatar
    Frigan
    Tuning in
    6 months ago

    I've had several complaints open about a (now 6 month ongoing!) issue with broadband intermittency for many hours a day.
    After finally getting it through that it's not a Wi-Fi issue, that the engineers who have visited have confirmed it's an issue at VM's end, and that the issue is indeed still happening I'll get an email stating:

    "We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution.

    We’ve looked into it and here’s what we found:
    Thank you for your response.

    Here’s a summary of the complaint outcome and what we propose as a resolution:
    Upon reviewing your account, we see that our team tried contacting you but couldn't get through to you. We have now prioritized this, please expect a call to help you with the technical issues you have been facing in the next 24 to 48 hours time. Take care!."

    This clearly states that someone attempted to contact me - they did not as I have 0 missed calls, 0 unread text messages and 0 emails from them to the contact details against the complaint.
    It also states that my issue has been prioritized, and that someone will call within the next 24-48h. This also doesn't happen, so I reply to the email asking why someone didn't call, only for the same process to repeat.
    After a few back and forths all with the same outcome, someone has now closed my case as a duplicate. This is gaming the system to close the case and prevent my follow-up emails from re-opening the case and therefore protecting their precious SLA numbers.

    Why am I being lied to repeatedly? Surely this is a breach of contract?

    Additionally - when I last checked my open complaints in the My Virgin Media area of your website - someone else's contact details are logged along with another complaint that I didn't raise!

    What can I do? I appear to be totally out of options other than taking formal legal action.

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      6 months ago

      Thanks for reaching out to us Frigan, and a very warm welcome to our Community Forums!

      Sorry to hear of the issues you've been experiencing with our broadband services and the difficulty faced when trying to have your complaint reviewed and resolved.

      Check out the envelope in top right hand corner for a private message from me, and I'll take a closer look into this for you.

      Thanks,

      David_Bn

    • Frigan's avatar
      Frigan
      Tuning in
      9 days ago

      No, they basically refused. They also promised to resolve a GDPR breach which I reported to them, which is still in effect.

  • Frigan's avatar
    Frigan
    Tuning in
    9 days ago

    Still waiting on a single response from VM on this. 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      7 days ago

      Hi Frigan, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry for any delay coming back to you. We're a community based forum and so it can sometimes take us around 7 days to reach your first post. 

      When a complaint is raised via My VM, it may take the teams up to 28 days to come back to you with a response as they'll look into the issues you've raised as well seek to find a resolution. We can see David was unable to help further as you'd already raised this with the Ombudsman. Once a complaint is escalated to the Ombudsman, we're not able to help further. 

      We would advise you to reach out to your case handler there and they'll be able to help you further. 

      Many thanks, 

      • Frigan's avatar
        Frigan
        Tuning in
        6 days ago

        How convenient for you. I'd love to see the excuse flowchart that you lot all use, I imagine it's quite impressive!

        It's not with the ombudsman, it wasn't worth persuing through them as it was immediately clear that they would buy any lie/pseudotruth they were fed and had no technical knowledge.

        David stated "I have however reported back to data breach to our **bleep** team via a form to ensure this is rectified as soon as possible for us." 6 months ago. Nothing has been done, it's still there. Another lie.