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Complaint procedure

Hi, As all links to your website complaints forms do not work. How do I send a complaint.

I ordered a V6 box to replace an old Tivo

I have now been charged for 2 x activation fees for the same box, which was never discussed when ordered.

Obviously I would never have accepted the box if I thought VM were going to charge £135 for the privilege and charge me a monthly fee too

cheers Neil

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Message 2 of 8
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Re: Complaint procedure

You've heard of Google?  Type in the following:

Virgin Media Complaints Code of Practice

And, if you're still  not happy, contact the arbitration service offered by CISAS, as detailed in the document.

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Re: Complaint procedure

I got that far, just keep getting 404 error when trying the web form etc

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Re: Complaint procedure

Hi chappers08,

 

Welcome to our community and thanks for posting. Sorry to hear that you're having issues with your bill and that you have double activation fee.

 

How did you place the order for your V6 box? Was it online or did you call up our team and place the order this way? Were you not advised of the charges when you placed the order?

 

Please let us know so we can advise you further.

 

Kind regards Jodi.

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Re: Complaint procedure

Order placed by phone, swapped a v6 for a TiVo, but never made aware of activation fees, one for £35 and a v6 activation £99. I was only told about monthly fee

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Re: Complaint procedure

Thanks for coming back to us chappers08,

 

We can only apologise if you were not informed of any activation fees for upgrading your V6 box. Did you get the agents name who placed the upgrade for you?

 

Was the order placed through customer services or did you call our sales team?

 

With any upgrade of a box you will always have an activation fee which should have been mentioned at when you changed your package over. If this was not mentioned at the time or upgrade you can raise a complaint  here

 

Kind regards Jodi 

 

 

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Re: Complaint procedure

Just called 150, i wouldn't even know how to pronounce who I spoke to, complaint logged through your link. What's the usual response time?

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Re: Complaint procedure

Hi chappers08,

 

Thanks for coming back to me. 

 

I will send you a PM so we can assist further.

 

Kind regards,

John_GS
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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