on 15-04-2022 11:33
I have been trying for some time to follow Virgin Media's own complaints procedure but Virgin Media will not do so. Has anyone else had this problem? Did you ever succeed?
on 15-04-2022 11:42
Depends how you mean. I successfully raised a complaint using the online form buried in My Virgin Media. This was promptly auto-acknowledged by email, and within 24 hours they'd issued a fob-off email resolution that completely ignored the issue I was complaining about. I replied that this didn't address my concerns, explained again including the outcome I wanted, heard nothing (and nothing visible in "track your complaints" section of My Virgin Media), and after a further couple of weeks I got two letters by post - one a hard copy of the first fobbing off, the second responding to my reply, but again fobbing it off with a response that ignored the issue.
If you want to complain about the intentionally broken and ineffective complaints process, you can do that here, although any outcome will be slow and bureaucratic, and will be between Ofcom and VM, not about the specifics of your complaint.
If you still need to get the original issue of the complaint resolved, then you need to escalate the matter to CISAS, either eight weeks after you got a complaint reference from VM, or before that time limit if you reject the VM "resolution" and can get a deadlock letter issues. If you're lucky forum staff may leap in and save the day, which would be easier than formal complaints and escalations.
on 15-04-2022 11:42
I have put a complaint in.
On Saturday, I askede to speak to a Manager and was told that he was in a meeting and then was hung up. On Monday I requested a Manager call me and today is Friday and still nothing.
I have made a complaint and it has only been a week but I guess the complaints department have been busy and have numerous complaints to work through
This is link that I used -
on 15-04-2022 11:58
on 15-04-2022 12:03
on 15-04-2022 12:04
Thanks for your reply I will follow up. Virgin Media has fairly systematically lied to me and they will not follow their own complaints procedures so it appears that the VM Customer Service department is a complete sham and is designed to be a complete sham. I wonder how such a sham is allowed in the UK.
Thanks again
on 15-04-2022 12:18
Consider familiarising yourself with following document Read our Complaints Code of Practice and then make sure to progress complaint through each stage's time frame and be prepared to raise complaint with independent adjudicator should it remain unanswered / unresolved.
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on 15-04-2022 12:53
Hi,
Thank you for your reply. I know Virgin Media's Complaints code of practice that you referred to almost off by heart. Unfortunately, it seems clear that many Virgin Media staff either do not know Virgin Media's code of practice or choose to flout it systematically.
It appears that Virgin Media are afraid of talking to customers who actually know their own code of practice. There is no doubt that Virgin Media Customer Service is an utter sham and that their fundamental business practice is to systematically lie to people as I have documented.
Thanks again.
on 15-04-2022 20:17
Virgin Media ignored my first request for my personal information. Has anybody ever received their DSAR data on time?
on 16-04-2022 10:52
Hi Listric,
Thank you for reaching out to us in our community and welcome, we are sorry to hear you aren't happy with our Complaints handling, I will be more than happy to help further and get some further information around this reason for the complaint, I will send you an invite into a private chat, once received please click on the purple envelope to accept.
Regards
Paul.