But has anyone actually ever noticed virign don't reply to complaints?
I got installed last Feb 2020 and my home was empty at the time due to moving in.
The engineer installed my router right next to the box, making it an absolute nightmare to position. First Lockdown happened and I was advised no engineers could fix this. I emailed the ceo complaints and received no response. Roll forward to Oct and my contact was ending. They honoured my previous house move deal.
I said to the agent I didn't want to sign up to virgin again due to the issues I've had, with the layout of equipment and the hours spent on the virgin due to broadband dropping. I was advised it was due to interferences with the v6.
The agent told me that he will keep me on the same package, but when the 360 boxes come out and they will upgrade me to that bundle on the same price.
I thought OK and agreed.
When the 360 boxes came out and I realised I contacted virgin and as agreed the deal for the oumph bundle can be matched to my current price plan. Unfortunately the man system froze and he asked me to call back the following did which I did. Now this time they couldn't match it, I was advised that I was told yesterday it could. They put the phone down on me. I called back and couldn't get through.
I called back last week and it was on there again, they arranged for the install and no one turned up. I called virgin and was greeted by the most rudest advisor ever, I said I've taken the day off work for this. After being told to suck it up he put the phone down.
I emailed the ceo again and like last time got a a confirmation email but still no call back.
They literally don't respond to complaints, my last one even expired with resolver.
If anyone in ceo dept sees this and can actually help that would be amazing.
Welcome to the community and thanks for your post.
I would like to start by apologising for the entire experience that you've had with us over the last year or so that clearly isn't the service we should be providing you with.
I can see that you have one active complaint at the moment on our system, I can advise that this is being looked into at the moment by the team but cannot discuss any further in the open forum due to data protection.
I will drop over a private message, so that we can look into this further for you.
We do apologise that you have not had a response regarding your complaint. We will get this chased up for you with the agent who raised the complaint so we can give you an update with what is happening.
Please except our sincere apologies and will get back to you.