Ongoing broadband issues & complaint

[Sadash2921]

Virgin media 

I have had issues with virgin media now for over a month 3 technicians have come out the last changed the internal and external wiring but the issue still persists. I raised the query on here which was escalated to a manager called Ramon who called me on the 25th of August after the 2nd technician had come out and concluded that the wiring is old needs changing which meant I had to come to Leicester again on the 7th of Sept to assist my elderly mother. That's making a trip from Manchester to Leicester. The cost involved is something Virgin has not even discussed ? 3 technicians to try and solve a issue which they have not. I had a billing issue which was raised as a complaint and a complaint regarding an advisor who was so rude and obstructive over the phone.   It’s now the 12th of September and still no one has bothered to call or even get in touch. This is how you get treated by Virgin Media. This is the service you pay for ? 
This is just really disgusting. Unprofessional and no one should have to put up with this treatment. 

[goslow]

Once you have exhausted VM's complaints processes, there is a mechanism (described below) to escalate to the ombudsman for third-party adjudication

https://www.commsombudsman.org/our-process

[John_GS]

Hi @Sadash2921 

I am sorry to hear of this. 

As per the PM conversation we have had today, I have contacted the team manager dealing with the case and they'll be in touch asap. 

Best wishes.

[Sadash2921]

I am aware of this but they need to send me a deadlock letter or email ? I have had nothing yet. 

[goslow]

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@Sadash2921 wrote:

I am aware of this but they need to send me a deadlock letter or email ? I have had nothing yet. 

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VM should proactively offer you a deadlock letter. See below

https://partners.ombudsman-services.org/resources/guidance-notes/eight-week-and-deadlock-letters-com...

for guidance from the ombudsman to providers on how they should proceed with this.

In any event, once 8 weeks have passed since you made your complaint, you can go to arbitration anyway.

You can share your complaint experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes (including facilitating appropriate access to ADR).

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

[Sadash2921]

Escalated complaint, manager Ramon has failed to call me back as promised once the 3rd technician has visited my house changed all wiring and equipment but the problem still ongoing. If I don’t get a response from a senior manager in 24hrs which I believe is reasonable since I have given enough time which I can prove through my messages I shall go to the consumer ombudsman and pursue my claim. 

I have already competed a link send for Ofcom where I have informed them of the way I was treated and my complaint is being handled.