Okay, I have been struggling with broadband issues since the inception of the contract last September after 20yrs of fault free provision from BT. I have had several engineer visits, 25+hrs on the phone and I still don't have reliable broadband.
However, what makes this worse is the way Virgin seem to deal with complaints. The first I raised was in November, and this was closed a couple of weeks ago with the response 'thanks for the chat today, following our discussion I am now closing your complaint', despite never speaking to anyone from VM complaints. This isn't the only example of complaints being closed without resolution. I then spoke to someone last week who said they would raise it with their manager and get it escalated. Later that evening I received an email saying the complaint had been closed and the reason as 'Customer educated'. I am absolutely gobsmacked at the way this company tries to brush off customer issues and complaints. Earlier today I called the retentions team to discuss ending the contract as they were unable to supply the required and expected level of service. He advised he couldn't do this, initially because the complaints had been resolved, and then because there was still an open complaint. What is this? Schroedinger's complaint?! He then said he was going to read through previous notes, and promptly cut me off. Typical Virgin response it seems.
So, what options are there for speaking to a human who actually has the responsibility to resolve things, and an ounce of desire to actually treat customers properly? I am at the point of raising a dispute with CISAS because while I would dearly love to just cancel the direct debit and go back to BT I suspect their collections department will probably be significantly better than either their tech or complaints teams.
