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Phone companies that don't use phones?

aldousml
Joining in

How is it possible not to be able to talk to a real person about my account. I have a bill for £295 which will not be paid as I have moved to another provider. Virgin Media has lost the returned equipment that has been returned via Yodel but are still sending someone round to collect it next week. Went to the local O2 shop only to be given a phone number that is operated by a bot. I have now sent for the Small Claims Court papers so that I can start proceedings against Virgin, but this all takes time. H

Has anybody got a phone number that will enable me to talk to someone at Virgin Media. I am 77, hard of hearing and the broadband is my lifeline to the world.

2 REPLIES 2

goslow
Alessandro Volta

One of the VM forum team may possibly offer to look into this for you when they reply here within a few days.

Without getting into the specifics of your VM problems, your route for escalating would be first through VM's formal complaints process

https://www.virginmedia.com/help/complaints

(probably a pointless exercise but a required first step before escalating to arbitration)

https://www.commsombudsman.org/our-process

I think a small claim court process expects you to have tried alternative dispute resolution before going to the small claims court.

You can share your unhappy cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

Kain_W
Forum Team (Retired)
Forum Team (Retired)

Hi aldousml,

Thanks for your post and welcome to the community!

Sincere apologies for the issues faced with cancelling the account, regarding the amount left on the account, when was the account due to be cancelled?

Is the amount from any prior bills left on the account?

Also what piece of equipment is the team asking for?

Let us know,

Kain