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Beef1
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Complaint SLA

Does Virgin Media have a 14 day SLA for complaints made to management? If so can someone send me a link to it please? 

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spgray
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Re: Complaint SLA

see https://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practi...

it's 28 "working" days, and only if you've submitted the complaint using the methods stated in the attached process. sending an email to the CEO doesn't count as submitting a complaint.


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My Broadband Ping - spgray

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Anonymous
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Re: Complaint SLA

there is no SLA for anything on residential services.

for complaints search for the complaints policy
HughJarsse
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Re: Complaint SLA

'sending an email to the CEO doesn't count as submitting a complaint'.

It does if you receive a reply with a complaint number on it!! 😉

Sent a registered letter to the CEO a while ago (not allowed to name him though, Mods remove 'inappropriate content, but just 'google 'Virgin CEO' for his details (available to everyone on line))

Received a reply a week later with a complaint number on it...not had a reply to the complaint, so followed up with CEO, using complaint number they stated, and had another reply, regarding the complaint....so there IS  a chance you will get a reply with a number to reference, (not that it does any good, VM complaints are filed in the dustbin, sadly) 

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