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thfcbruce
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Complaint email ignored about loss of service

Hi,

I lost service for TV and broadband three times in November. In one case it was for 24 hours over a weekend, when I most needed it. The other times were for a few hours.

I sent an email to Virgin Media via their web form requesting details of compensation. Even though their automatic reply said they will look at it and come back to me within seven days, and that they will follow "our Complaint Resolution Code of Practice" they have still not responded. I wrote to them on 24th December and stil nothing, three weeks later.

So as their own codes of conduct are obviously pretty meaningless, does anyone know of a more direct email address I can write to?

I can't call up as whoever you speak to hasn't really got a clue about anything. They may as well not exist. I feel like I don't.

Thank you kindly in advance.

 

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Very Insightful Person
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Message 2 of 8
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Re: Complaint email ignored about loss of service

compensation is given for each 24 hours of downtime based on the cost of the service.

 

This is given from the date you report the service fault.

So for example if you paid £30/month for internet and it was down for 24 hours you would get £1 

(Cost of services) /30 * (days down sine reported)

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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thfcbruce
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Message 3 of 8
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Re: Complaint email ignored about loss of service

Hi thanks for that. When does that come through, as it has not appeared on a subsequent bill? Cheers.

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Very Insightful Person
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Message 4 of 8
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Re: Complaint email ignored about loss of service

you need to call and request it and it will be credited to the next bill. Refunds are not automatic.

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thfcbruce
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Re: Complaint email ignored about loss of service

Okay thanks.

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Forum Team (Retired) Kaz_A
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Message 6 of 8
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Re: Complaint email ignored about loss of service

Hi thefcbruce

Thanks for taking the time to get in touch with us on the forums regarding the service loss issues,

I can see you had a complaint raised and you have spoken to a colleague on our teams about this yesterday and it looks like our teams have resolved this for you.

I hope you were happy with the outcome of yesterdays interactions with our teams.

Thanks again

Kaz


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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thfcbruce
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Re: Complaint email ignored about loss of service

Hi Kaz,

Yes, I was contacted and all now seems resolved.

Thanks.

 

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Forum Team (Retired) Kaz_A
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Message 8 of 8
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Re: Complaint email ignored about loss of service

Brill stuff

Thanks for letting us know 😄

Take care lovely

Kaz


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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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