Showing results for 
Search instead for 
Did you mean: 

How long for a deadlock letter

Joining in

Have been having issues with VM broadband and tried to sort them out for over a month, raised a complaint that was just closed after 3 days without any attempt to contact me. Wanted to request a deadlock letter to take this further and after speaking to a few people who didn't know what it was and being cut off multiple times finally got through to a manager/supervisor who said they could get me this but would take 24 working days, thought this seemed strange and very long so was wondering if this information was correct or just more lies from customer support? 


Very Insightful Person
Very Insightful Person

You've not mentioned what the broadband issues are, and this is your first post here - so the advice has to focus on the complaints process rather than potentially avoiding the need to.

That said, the external arbitration process allows a referral either after a deadlock letter or 8 weeks, whichever comes sooner.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Forum Team
Forum Team

Hi paulh99uk,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the handling of your complaint. 

I am happy to take a look into this for you. 

I will private message you now to confirm your details.