Difficulty replacing remote control

[Lynn_100]

I’m past 12 months i have rang virgin media customer service 8 times requesting replacement remote control, each time after enduring a long wait I was reassured one was on its way 8 times they told me this and yet none have ever arrived ! I then was told to order it online which I dutifully did a week ago. Since then as expected nothing has been delivered and yet I’ve been told i am being charged because I’ve ‘had one in last 12 months ‘ which is completely untrue ! 
I think this is shockingly poor customer service. Either you are lying to me or failing me appallingly. Please look into this for me as a matter of urgency 

Lynn 

[Tom_W1 · Accepted solution]

Hi @Lynn_100 thanks for your post, although I'm sorry to hear of your concerns raised here, regarding unsuccessful replacement remote controls.

Please allow me to send you a PM so I can look into this further for you - kindly expect this to arrive shortly and respond directly when you can!

Many thanks

[Lynn_100]

Dear Tom 

what is a PM?

[newapollo]

Hi @Lynn_100 

A PM is a private message.

Tom will then ask you info relating to your account so he can validate you as the account holder. It's done in private so that your personal information is in plain view of other forum members.

He should then be able to order the remote.

Look for the purple envelope in the top right of the screen and reply there.