Forum Discussion

Redfos's avatar
Redfos
Tuning in
2 years ago

Speak to a manager-complaint

Hello, can anyone tell me how I can speak to a manager to resolve a complaint.

Virgin has disconnected us in error and we have no WiFi, TV or phone. Two of us work from home so this has been a nightmare.

I have rang repeatedly this week and have  been told it’s going to be reconnected within 24rs but needless to say we still have no service.When I’ve asked to speak to a manager to try to escalate the issue I’ve got nowhere and on occasion was cut off!

I have made a complaint via the link on the website and the issue has apparently been resolved according to the response I received. To make matters worse the contact number on the email response to discuss is just the ordinary call centre number so I cant speak to anyone who is familiar with the issue.

To make matters worse we are also being overcharged!

Any suggestions gratefully received 

Thanks

complaint
disconnected

10 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    There is no way to speak to a manager. The phone staff will either fob you off with an excuse or a lie, or connect you to someone else who has no more authority. VM just do not want to talk to anyone with a problem.

    A forum staff member here may pick this up and offer to help, but they have limited authority too. 

  • Redfos's avatar
    Redfos
    Tuning in
    2 years ago

    Thanks for the response- my hope was that a staff member would pick this up to resolve. Its like talking to a wall when I ring up, I repeat the same story and nothing gets done. Yesterday I was cut off after being on the phone for 57 minutes

    On top of everything I’m having to drive 60 miles  into work each day which together with car parking is costing me a fortune. 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Good Evening Redfos, thanks for your post on our Community Forums, and a very warm welcome to you!

      I'm terribly sorry to hear of the unexpected disconnection.

      Check out the envelope in the top right hand corner, and I'll see what can be done to have this resolved for you as soon as possible.

      Kindest regards,

      David_Bn

  • Redfos's avatar
    Redfos
    Tuning in
    2 years ago

    I raised an issue yesterday  regarding an incorrect disconnection and my frustration in trying all week to get the service back on. It was picked up by a member of the service team but he went offline before anything was done to resolve my issue. I have no idea if/ when he will be back online and I am no nearer to getting my issue resolved. Posting this in the hope someone can tell me the hours the team work and whether someone else could pick this up. We have no broadband, phone or tv and as we work from home this is an urgent problem which no one will take responsibility to resolve 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Good Morning Redfos, I've been able to drop you a response yesterday morning.

      Can you please drop me a response ASAP and I'll be closer to having this one resolved for you.

      Kindest regards,

      David_Bn

  • Redfos's avatar
    Redfos
    Tuning in
    2 years ago

    Hello

    Hello

    thanks for the response and for getting back to me. After a further callback promise that never happened on Saturday we have decided to close the account completely. We have subsequently spoken to someone from the complaints department and advised them of this.

    I believe Sky have been in touch to advise they will be taking over the phone line.

    I’d appreciate it if you could confirm my account notes reflect my understanding 

    Kind regards 

    Deana

     

     

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for coming back to me Redfos, I'll drop you a private message to discuss any account information with you.

      Check out the envelope in the top right hand corner.

      Kindest regards,

      David_Bn

    • Dionne4's avatar
      Dionne4
      Tuning in
      2 years ago

      I think we are having similar issues. I've spent hours trying to complain and multiple promises of a manager calling back. I can't believe that Virgin can get away with this and Ofcom haven't closed them down. 

  • horizon-in's avatar
    horizon-in
    Tuning in
    12 months ago

    I am having same nightmares with Virgin, got it installed on 24/04, next day the services are gone off. Have made 4 calls, the customer service is so poor, every time they promise it will be sorted within 24 hours. But it is now 72 hours without broadband services. I am surprised how can the customer services can be so unhelpful. Seems like CS outside UK, they just read the screen and have no clue what they are talking about 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    12 months ago

    @Dionne4 and @horizon-in. You have summed them up perfectly. If hasn't taken you both long to understand how VM works. This is why they are regularly at the bottom of OFCOM's published tables for customer service, and the same on Trustpilot.