Contacting VM - How?

[rupertkenna]

I need to make a complaint about VM.  I downloaded the "Customer Complaints code of practice" which states:

"By web form On our contact us page, you’ll see a link to our web form. Complete the form to let us know what went wrong and what we can do to put this right for you. We always aim to resolve complaints in the first instance and respond within 7 days, but this isn’t as quick as calling us."

However there is no such web form on the contact Web page.

So that is a big lie

[MOD EDIT: Subject title changed for clarity]

[Roger_Gooner]

This is the web page:

https://www.virginmedia.com/help/complaints 

[John_GS]

Hi @rupertkenna 

Thanks for posting and welcome to the community.

You've been advised correctly via the link but I'll send you a PM now to assist further.

Best wishes.

[chris9486]

I've tried using that form 4 times in the last 3 weeks. I've not had any confirmation or any response from VM. 

[Ashleigh_C]

I'm sorry to hear that @chris9486 

When you log into your My Virgin Media app can you see the complaint listed at all? Can I ask what the complaint is in regards to? We'd love to help here if we can at all? 

[chris9486]

We were supposed to get a rolling credit on our accout from sign up, the doorstop salesman offered it to get us signed up. We didn't get the rolling credit applied.

[Kath_F]

Hi Chris9486, 

Thanks for coming back to us in the Community and for expanding further on things. 

Any complaints raised can take up to 28 days to get an initial response. Only your first complaint would be kept open and the others would be closed as duplicates. 

This is something we can certainly look into for you and I can see my colleague has already replied to your own thread here: Complaint about billing, how to. 

Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

Have a look at my colleagues reply on the other thread and stick with that one so we keep all the information in one place. 

Thanks,