I submitted a complaint via Virgins website on the 05.09.2019 for the second time and apart from an automated email i have received no call no email or update? i have no complaint reference number and when i call and try and get through to the resolutions team number on virgins complaints charter i am advised no complaints resolution team exists!
Thanks to virgins incompetence i have two vulnerable people with no functioning medical or home alarms and am having no response.
Its in relation to my contact with virgin ending and in order to get a new customer offer on renewal one of virgins employees suggesting i would need a new router, this router has a doxy connection that we wre not aware of when we renewed . This doxy connection menas the medical and house monitored alarm systems are no longer able to call out or receive calls in emergency situations.
I have spent weeks trying to resolve this on the phone but had no luck... i understand that it can take upto 28 dyas but virgin have not provided any complaint reference and have stated no resolution team exist! its extremely frustrating
It is not a new service installation i have been a customer for a few years i was pointlessly sent a new router and this has messed up my whole alarm and medical alarms.
yes the alarm company are stating its an additional £150 to upgrade each alarm plus a monthly fee for monitoring and i will need to purchase a sim card too and keep that topped up
i have explained all this in my complaint and if virgin actually took the time to read it they would know all this information. Without me continually repeating it. At present virgin have left two disabled people without vital medical alarms and home security and are doing absoloutelt nothing to fix this issue since the 8july 2019