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How to follow up with a complaint

00Jwhittle
Joining in

HI,

Does anybody know how to follow up with a complaint. They have just got back to me regarding a complaint on the price of a contract i just renewed. 

The email says to get in touch with live chat if i need anything else which doesn't seem right. 

Do i just start a new complaint with my reply?

Thanks

Jon

1 ACCEPTED SOLUTION

Accepted Solutions

Mum1212
Tuning in

(1) Go on Twitter and post the Complaint ref on there and see Virgin Media Help - they will jump in. They don't like complaints going public. 

(2) contact your MP and get them to find someone accountable.

(3) small claims court

See where this Helpful Answer was posted

8 REPLIES 8

Kath_F
Forum Team
Forum Team

Hi Jon, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

Raising a new complaint will only result in the new one being closed as a duplicate so don't do this. Instead you can either reply to the email directly, or you can get in touch with the teams if you're unhappy with the resolution provided. 

You can do this by speaking to them on 150 / 0345 454 1111 or via WhatsApp on 07305327112. You can also use the link they've provided for Live Chat. 

Let us know if you need further support 😊

Thanks, 

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Mum1212
Tuning in

(1) Go on Twitter and post the Complaint ref on there and see Virgin Media Help - they will jump in. They don't like complaints going public. 

(2) contact your MP and get them to find someone accountable.

(3) small claims court

Your live chat isn't working.  Your phones take a long time to answer.

Hi @filthycelt,

I've just responded to the other thread that you've created raising your concerns. We'll continue to assist you with them from there.

Thanks,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


I have replies to the complaint resolution a while ago. I have had no reply at all. Not even a confirmation to say you have received my email. 

highly frustrating.  

Good Morning, have you had any luck regarding your complaint? I am too having the same issue, they are stalling me. In my case I had incorrect wiring completed by a virgin engineer, this lasted for three months and oblivious to this I paid three months bills as they arrived, after struggling with Wi-Fi connection for three months and paying for boosted endlessly around the house, a different engineer came out as we confined. This engineer found the fault immediately, the wires were connected incorrectly, he fixed it and reported back to his management. Yet I have not been refunded for the three months . This happened before Christmas 2023 . 

Thanks for the reply @00Jwhittle on the Virgin Media forums. 👋🏼

I can see my colleague has sent a private message to further assist with your complaint on the other thread.
Please reply there and he will be able to assist going forward on this. 🧾

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

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RandoUser
On our wavelength

I've raised a complaint regarding my issue on 29/03: https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Email-contract-renewal-offer-has-no...

3 replies so far all just saying the same thing, ignoring evidence I provided (at their request), ignoring requests for a deadlock email.

I've put the complaint reference on this forum twice now and both posts have disappeared without notice...

My latest reply from the 'Resolutions Team' was at 5:55am today so I guess they've got complaints outsourced also...