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Cardiffman282's avatar
Cardiffman282
Wise owl
6 months ago

VM complaints high but falling

According to the latest official quarterly complaints stats from Ofcom VM had the second highest level of broadband complaints amongst the major providers but has made steady and consistent inroads into this (albeit from a dizzyingly high starting point).

NOW and EE both had awful sets of results. 

 

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  • scrd01's avatar
    scrd01
    Dialled in
    6 months ago

    not surprising, i think VM's biggest problems

    their internal updating systems do not appear to be linked

    (ie changes to MyVirginmedia details are not passed thru >> automatically << to the thier other databases, requires user intervention and because of DPA constraints makes it extremly difficult, and if a new email/mobile or landline is set-up thier not updated automatically either)   

    was told my back-end details had been updated...... Dohhhhh not yet

    live chat told me that now my complaint has been Resolved

    told i'll be back if they havn't

    also appears that different "team members" provide conflicting information

    currently noted items include

    TNT being included/excluded within Maxit packages at renewal time

    unable to provide/forward Survey details so that the Tech gets thier benefits, (if any)