Can I ask why Virgin Media doesn't seem to have an email option for complaints? I have a complex complaint and want to include photos and a timeline. Email would be the easiest method by far for sending such a complaint, but is this not available?
@PMallon sadly nope, there used to be a online contact form but this was taken down due to the number of people asking so basic/general queries that are too lazy to google or look at their bill correctly, could write to virginmedia address is in link
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.
Thanks for your post and welcome to the Community. It's great having you on board with us.
We regularly review our contact options to ensure our customers have the best experience as well as making sure we are meeting OFCOM / CISAS regulations.
We did use to have an email option however it became so over run with general queries that could have been resolved with a simple phone call that customers with more complex issues or genuine complaints were waiting long periods of time for a reply.
Due to this we did a complete overhaul and spent time cross training all our helpline agents to deal with most faults as well as how to manage complaints. Now if you would like to speak to someone regarding your issue you have a few different options available to you.
They are speaking to the team on 150 / 0345 454 1111. You can also chat to our team online via Online Chat here: Chat Online
We can also help if you would like to post back here.
Your on-line chat is a JOKE - it is never working. Every time I call you, I'm fobbed off or just plain lied to - this is NOT managing a complaint, it is ignoring it and has resulted in what was a simple bug report escalating into a retentions issue. I have been a customer of yours for years but I'm just about at the end of my tether - contacting the people in your organisation that can help or even understand what my problem is has proved impossible. The reason your email address was over run with simple enquiries is most likely due to the fact (well in my experience anyway) that calling you is an exercise in frustration.
Virgin need to understand that for some communications email is the better solution. I'm not going to write to you in the post - it's 2018, not 1979!
Your online chat hasn't worked for weeks. Virgin Media used to be decent but I really get the sense that, these days, you are falling apart at the seams. The worst company I have had to deal with in ages.