Thanks Ryan_N.
The original TV issues were problems with recordings and streaming services such as I-player, etc. We'd been having problems for quite a while but they were getting worse and that's why I tried to get them dealt with on 10th November. A week before Christmas, as VM had still not contacted us, despite us also writing to you, we decided to buy a smart tv, in order to enable us to watch I-player etc over Christmas.
It would be nice to be able to get the service we pay for working properly but it is the fact that it has been completely ignored, despite 3 complaint letters, that really annoys me. Even if you somehow missed the initial communication, how can you acknowledge receipt of 3 letters between the beginning of December and last week, by sending standard complaint-response letters and still do nothing? Your (anonymous undated) response letters are all identical and all tell me things like: "You can be confident that we'll do everything to ensure that it is put right" and "A member of our customer complaints team will take ownership of your complaint and will investigate the issues you have raised. They will be in contact by phone or text in the first instance" !
The reference numbers that you have assigned to my customer-complaint letters are as follows:
C-1412203999 (re my letter dated 30/11/20, received by Virgin 4/12/20),
C-1301214662 (re my letter dated 11/01/21, received by Virgin 13/01/21),
C-2001214229 (re my letter dated 16/01/21, received by Virgin 20/01/21),
(I have no idea whether or not you have assigned any reference number to the fault I reported it on 10/11/20).
My first two letters gave three phone numbers for you to contact me.
The first thing that the person who has "taken ownership" of my complaints needs to do, is phone me and tell me that VM are going to refund me for the faulty service that you have continued to charge me for since I reported it on 10/11/20 and that you are not going to charge me for it again, until it has been fully rectified. Then, before putting those faults right, we can deal with the customer service. After that is fully dealt with, I will decide whether or not to give you another opportunity to fix the fault and whether to withdraw my notice of termination of contract.
You've had 76 days. You have 1 day left. If nobody phones me to sort all of this out by tomorrow evening, notice has already been given that our contract will terminate at the end of the notice period which started on the date of my second letter. I will not accept liability for the cost of any services that you provide after the contract has been terminated and I will pursue compensation for your failure to provide the services that I have paid for since the faults were first reported and therefore any breaches of contract that apply, plus your failures to comply with industry customer complaints requirements.