Complaint resolution

[Petermetcalfe]

I have been having problems with my tv and broadband. Phoned support. Asked for a security number I  entered 15 years ago. Unable to speak with a human. Call terminated. Wrote to virgin in Sunderland. No response to my complaint. Unable to follow up since I can't find MyCases. 

I am now in my late 70s, frustrated as he'll. Virgin seem to go out of their way to stop you speaking to them.

Any advice, most welcome!

[goslow · Accepted solution]

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@Petermetcalfe wrote:

I have been having problems with my tv and broadband. Phoned support. Asked for a security number I  entered 15 years ago. Unable to speak with a human. Call terminated. Wrote to virgin in Sunderland. No response to my complaint. Unable to follow up since I can't find MyCases. 

I am now in my late 70s, frustrated as he'll. Virgin seem to go out of their way to stop you speaking to them.

Any advice, most welcome!

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You should be able to reset your telephone password via 'My Virgin Media' as per post #2 below

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223354

This should, hopefully, allow you to get through by phone.

If you want to expand on the TV/broadband problems you have been having you might get further help on here either from the VM staff of other forum users.

In any event, one of the VM forum team should reply here within a few days.

[Petermetcalfe]

Thanks goslow. Password now changed. Just got to wait for vm to respond to my complaint.

Thanks again

Peter 

[John_GS]

Hi @Petermetcalfe 

Thanks for posting and welcome to the community.

Sorry to hear you've had issues with the TV and broadband.

I will PM you now to assist further.

[Petermetcalfe]

Thanks

[John_GS]

Hi @Petermetcalfe 

Thanks for joining me on PM and letting me help you.

Please do pop back to the Community should you ever need anything.

Best wishes.