My family has been without a functioning phone line for 3 months now. Virgin tell us they need to 'connect a new line' to our house. They have made 3 appointments so far and have either failed to show up or, on their last visit, done such indescribable damage to our outside wall (and still failed to connect the telephone line) that we are now contacting lawyers for compensation.
We have two very elderly parents (92 and 89) who entirely rely on calling our land line for their support from us. They are bewildered that during the height of Covid comms with us have been so difficult (trying to get them to use a mobile phone has been extremely challenging).
I run a housing company and know that customer complaints can be overwhelming and difficult, but we have decent systems in place whereby at the right moment the CEO DOES actually intervene to sort things out when they get out of hand.
I have written 3 times to Lutz Schueler and have yet to hear from him. It truly is scandalous that Virgin Media's complaints team performs so poorly.
I will now write to local MP's; press; OFCOM and various other orgs next - but NONE of this should be necessary if Virgin Media had a caring customer complaints interphase - which it clearly does not have.
Marc