Virgin Media Community

[Redwards86]

I’ve got a call back from the executive complaints team on Friday as I’ve had a fault with my broadband since July which it looks like VM finally managed to fix last week. 

When I have the call back I’ll bring up this issue - get them to open a complaint and see what happens. Of course I’ll keep you all updated. 

[snozski]

That could work yep,  feels like you have to find a way to go above people to get anything sorted else your just stuck in the same loop over and over again. 

[Robert_P]

Please keep us up to date with the call and outcome Redwards86.

Rob

[Chris_Myers]

Who is the executive complaints team (they have not been mentioned as a possible avenue of approach so far)?

I raised the problem on 15 Sep. It has been added to by at least 8 of us (@davejo33, @Davesobratty. @gap84, @goslow, @mrfreckles, @Redwards86, and @Snokski).  We have had responses from @Akua_A, @Chris_W1, @Ilyas_Y, @John_GS, @Natalie_L, @Paul_DN, @Paulina_Z, @Robert_P, @Steven_L, @Tom_W1, @Travis_M, @Vikki_M, and @Zach-R from the Forum Team, a Community elder (@Chelmoo), and the Moderator Team (@Lisa_CC)

So far we have been provided with the following information/solutions:

• Change your Number
• Get another phone
• Passed problem to 3rd parties
• Hard reset the hub
• on 1 October I asked for escalation to a manager and was told that this was "already being investigated so cannot escalate further"
• (3 weeks ago) I received a response saying
  "I can confirm that there is an issue with the Hub 5 and BT handsets working together. This is not to say that there is an issue with BT handsets, as there are many of them, but rather this is an issue with the firmware of the Hub 5 and BT handsets.
  Unfortunately a manager would not be able to assist further regarding this as the matter is with a specialist team dealing with Hub software's / firmware's and intricacies".

The biggest problem is it was impossible to raise a support call with delays of 1-2 hrs to get through so I resorted to this medium. There have been many fingers in the pie from Virgin Media with no-one in authority taking ownership of the problem and an unwillingness to escalate the issue.  The responses to a situation - driven by Virgin Media retiring landlines have been woefully inadequate and a solution is not likely to be forthcoming any time soon.  The simple solution would be to reinstate the landlines (radical I know), but if it ain't broken don't fix (improve - laughable) it.

If you are able to escalate this @Redwards86 please do so. 

If that proves not to stimulate some appropriate action/response, I am preparing to send the transcript of this discussion line along various lines of escalation:

• OFCOM (www.ofcom.org.uk/home)
• The Phone-paid Services Authority (https://psauthority.org.uk/)
• Local MP (Steve Brine - https://www.stevebrine.com)
• Which (https://which.co.uk/)
• BBC (Rip-Off Britain - www.bbc.co.uk/programmes/b00wck32),

[Redwards86]

The executive complaints team deal with high level complaints - usually raised by emailing the CEO of VM or when the call centre have opened complaints that need further investigation/ attention that the call centre team can’t manage. 

In terms of the people you’ve mentioned in your post - phone-paid service authority only deal with complaints related to premium rate phone numbers so they wouldn’t be able to help. 
Your MP won’t get involved with an issue with a private company. 

OFCOM & the BBC show you mentioned might be able to help but being as it’s not a substantial impact on services I don’t know how far we’d get. 
I’ll raise this as a complaint when I get my call on Friday & will of course update the thread as & when I get any updates. 

Trading standards could be another avenue as VM have a legal obligation to provide their services with “reasonable care and skill” and I think we’d have an angle that this wasn’t reasonable skill. 

[Robert_P]

As explained in the reply you received previously Chris_Myers, this is already with the development team working on a fix for this issue. A manager wouldn't be able to expedite this or resolve this any sooner as it it a firmware issue that the technicians are working to resolve as quickly as possible.

We understand the frustration and they are working on a fix for this but as the poster mentioned the call was in relation to another matter but they would raise this with them during the call. It wasn't in regards to this issue

Rob

[GC1028]

Hi Chis and others, You can add me to this list a well.

I got upgraded with new Hub 5 on 1st Nov and saw answer machine light flashing and when I looked at calls list I had 9 No Numbers and just like everyone here on this subject getting this and some days it's double figures. This has happened since I got the Hub 5 and No, I will not want to change my landline number. My phone is BT digital cordless.

Like everyone who is effected by this, I would also like to be kept up to date with this issue and see what will the outcome be, if there'll be one.

[chatz]

Add me to the constant "no number calls/unavailable number" this appears to have started on the Hub 5 installation.

Spoke with technical services yesterday having waited 36 hours for an engineer to call, apparently, TS  are not aware of any problem. I pointed them to the numerous posts on the VM forum.

Engineer booked, I expect he is in the dark too.

When can we expect a fix, please?

[Paul_DN]

Hi chatz,

Thank you for reaching out to us, as advised above this is something we are aware of, a technician would not resolve this, as advised by my coleague this is with the I T team and they are working for a fix ASAP.

Regards

Paul.

[chatz]

Excuse, after excuse. You should work together as a team, I.e. Keep everybody In the loop.