Complaints

[Lorry6]

Who do I go to when I've been as far as the complaints dept and agreed a resolution of a new package and equipment that never arrived or activated on the 13th of June. Rang virgin back to see what was happening but told they couldn't give me the agreed package proved by history chat and would ring back within 7 days when they've figured out how to honour what was offered. Still not heard from them !!

[johnd200]

I have something similar.  Have an intermittent broadband fault.  Was told my router was faulty and would take 3 working days to get a new one.  Didnt arrive.  Got on to customer disservice  and was told 14 days.  Showed them the chat and they said 5 days.  Didnt arrive.  They just lie to get rid of you.  VM has the worst customer service I have ever dealt with.

Who do you go to?  Another company.  There are much better deals than VM offer and you will get better customer service.  My contract renews next March, I will be doing the same.

[goslow · Accepted solution]

If you have complained to VM (without success) the next port of call is the ombudsman via the processes and timescales below

https://www.commsombudsman.org/our-process

[Akua_A]

Hi @Lorry6 

Welcome to our community forums and sorry to hear you are having issues with your package and our complaint management. This is not the level of service we look to provide. We can however see you were recently in contact with our team today regarding the package issue. Has this been fully resolved for you? Do you need any further help?

Thanks,

[Lorry6]

I had a thought, rang and chose the leaving option. Although the agent couldn't  resolve the problem after a lengthy investigation he did eventually put me through to another depth. That agent looked into it and after speaking to his manager told me said manager would have equipment sent in next 5 days and then new package would start once the new equipment  is activated . I await delivery

[Carley_S]

Glad to hear that the team have been able to look into this for you @Lorry6 

Please do keep us updated should you've any further issues at all with the delivery or activation of your equipment, we'll be here to support if needed. 

[Lorry6]

Will do, though nothing showing in my orders in my vm app :=/

[Kath_P]

Hi Lorry6, 

Thanks for coming back to us with an update. The app can sometimes take some time to update with new orders.

Please keep us posted on how things go 😊

Thanks, 

[Lorry6]

5 working days gone and passed and no delivery again. I guess my only option now is to gather all my evidence and go to the ombudsman ?

[Akua_A]

Sorry to hear you still have not received your new equipment. To best look into this we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,