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Loyalty irrelevant and rude as a bonus feature

cig202
Just joined

on ‎25-01-2024 17:50

Advised a 20 minute wait to connect on webchat, took over 90!

Sought to cancel, cost for BB almost doubled.

Eventually connected to someone who couldnt careless and rude to boot. Clearly retention isn't part of the manual now, even after 17 years.

Moving with 60% saving. An email address to submit a formal complaint would be helpful too. For a communications company, they dont seem to have mastered it yet.

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2 REPLIES 2

newapollo
Very Insightful Person
Very Insightful Person

on ‎25-01-2024 17:56

Hi cig202 

VM don't have a customer facing email address.

The full complaint process is detailed on the following page, along with the complaints postal address and links to make a complaint by webchat or via online form

https://www.virginmedia.com/help/complaints 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
Problem solved? Click to mark as a Helpful Answer, or use Kudos to say thanks

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali

Steven_L
Forum Team
Forum Team

on ‎25-01-2024 20:26

Hi cig202,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having trying to renew your contract with us, thats far from the experience that any customers should have. 

Have you been able to raise a complaint via methods that newapollo suggested, if not we would be able to raise a complaint on your behalf. 

Kind Regards,

Steven_L

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