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No response to formal written complaint sent on 7th March 2024

Richjen1
Tuning in

How do I get anyone to respond at Virgin Media. I sent a formal complaint about 3 separate issues to Virgin and that is it  - absolutely nothing  - no contact  - no response apart from acknowledging the complaint the next day 08/03/24. It is now around 35 days and still nothing in spite of sending two follow up requests to sort it out.  - talking to them is a complete waste of time as nothing got resolved and they never called back when they said they would. That is why I submitted the formal complaint. Is this just another way they avoid solving problems.

 

1 ACCEPTED SOLUTION

Accepted Solutions

Thanks for your help and information. We followed the complaints procedure that you outlined using their online form. They responded immediately (next day) promising to look into the complaints but stating it might take up to 28 days, Now some 35 days later and with two follow up emails sent to Virgin Media to try to progress we have not had any response at all. This is why I posted to the community.

See where this Helpful Answer was posted

8 REPLIES 8

Mum1212
On our wavelength

 

Did you follow this process: https://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practi...

(1) Did you write to: Complaints Virgin Media Sunderland SR43 4AA ??

They claim "letter will be acknowledged within 48 hours of receipt and we aim to resolve all written complaints within 28 days once we’ve received them."

(2) If no response - you can (1) post part of your complaint on the virgin media twitter account - they always respond with a direct message - you can then share a copy of the complaint and evidence you sent it. Use @virginmediahelp and @ofcom to tag your message. Post it lots of times.

(3) There are lots of head offices - if there is one near you - and if you have time - turn up in person and make a complaint in person

(4) Contact your MP to complain there is no accountability. Your MP will find a responsible person.

(5) Phone 150 or use the online form to log the complaint - make sure you keep a copy. And when you phone them, ask for their names and location and tell them that the call is recorded. They have a history of losing complaints.

(6) You can contact the ombudsman. You can log complaints with OFCOM and if you have a disability the OFCOM people will make 3 calls on your behalf.

(7) if all else fails - after spending hours of your life on this - you can (a) complain to your bank about an accounts/direct debit guarantee and bank will investigate (b) tell them you are house moving - they don't need evidence of this (not in contract) - close the account (c) take them to the small claims court.

Trouble is OFCOM can log complaints and fine virginmedia - but you won't get money back for time wasted.

The independent adjudicator might be your best bet. See process PDF above.

Overall - I'm glad you found this platform - the people on here are very helpful - and have a name !!! - and will try and resolve the problem.

Finally - keep notes, keep call records. Keep copies of complaints with dates/time/names. And make a DSAR request to get a full list of info they have on their side. datasubjectrights@virginmedia.co.uk 

This is all an almighty waste of your life complaining - so if it goes to the small claims court, make sure you charge for your time. 

 

Ilyas_Y
Forum Team
Forum Team

Hey @Richjen1 Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm so sorry to hear about the issues you are having with the complaint response, 😢
I will assist you on your complaint and try my best to get this resolved for you.

I will send a private message. 🧾

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

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


Thanks for your help and information. We followed the complaints procedure that you outlined using their online form. They responded immediately (next day) promising to look into the complaints but stating it might take up to 28 days, Now some 35 days later and with two follow up emails sent to Virgin Media to try to progress we have not had any response at all. This is why I posted to the community.

Ilyas

Are you still progressing my complaint or is this just another dead end. Also I do not have an accepted solution. Indeed I have no solution whatsover. Just because I acknowledge that a reply by a user was helpful does not mean it resolved the problem. The reply simply told me to be ready to go to small claims court and charge for all my wasted time trying to get anyone at Virgin Media to actually do anything. Empty promises, cutting off the phone, deliberately lying, promising that someone will call me, saying it is elevated to a manager and whatever countless lies and excuses does not solve any problem. I have warned that I will just stop paying if no-one at Virgin responds to mw complaint which is now nearly 40 days since I lodged the complaint, and no response to two requests to progress.

Richjen1

 

 

This is a repost of an earlier one as someone has deemed it is solved simply because I acknowledged that a reply from a user was helpful. Actually Virgin Media has still not taken any action or initiated any contact. How do I get anyone to respond at Virgin Media. I sent a formal complaint about 3 separate issues to Virgin and that is it  - absolutely nothing  - no contact  - no response apart from acknowledging the complaint the next day 08/03/24. It is now around 35 days and still nothing in spite of sending two follow up requests to sort it out.  - talking to them is a complete waste of time as nothing got resolved and they never called back when they said they would. That is why I submitted the formal complaint. Is this just another way they avoid solving problems.

用心棒
Very Insightful Person
Very Insightful Person

Did you receive a private message from @Ilyas_Y, read more here Solved: Re: No response to formal written complaint sent ... - Virgin Media Community - 5508684

FYI read more about private message here Community FAQ - Virgin Media Community

BTW  you can deselect a post as helpful by selecting and then Not a helpful Answer, as highlighted below:
vm-not-a-helpful-answer.jpeg

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I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Select Mark as Helpful Answer or 🖒 Kudos to say thanks

japitts
Very Insightful Person
Very Insightful Person

@Richjen1 wrote:

This is a repost of an earlier one as someone has deemed it is solved simply because I acknowledged that a reply from a user was helpful


Scroll to the post that the OP in this thread (yourself) has marked as solved, click "unmark as helpful answer" to remove the solved flag.

You can also click the "thumbs-up" icon to mark posts as useful without the "solved" flag.

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

Ilyas_Y
Forum Team
Forum Team

Thanks for speaking with us today @Richjen1 on the Virgin Media forums. 👋🏼

I'm glad we have been able to assist and resolve the query.
All details are mentioned within our private chat.

Do reach out to us for any other inquiries you may have and we'll assist where we can. 🧾

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

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