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japitts
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Online complaints form

Relatives of mine have had cause to log an online complaint using https://my.virginmedia.com/my-cases/make-a-complaint but mentioned the form wouldn't work.

I've tried it myself, and sure enough the name, account number & address fields seem blocked out, and the submit link results in a variety of errors.

I've tried this using Chrome v 83.0.4103.116 & Firefox v77.0.1, exactly the same problem so likely a website error.

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DJ_Shadow1966
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Message 2 of 12
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Re: Online complaints form

Hello

Those fields are automatically filled in once they have logged into their virgimedia account they can login at https://my.virginmedia.com/home/signIn, once logged in if they then try the complaints form again it should work.

Regards Mike

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japitts
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Message 3 of 12
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Re: Online complaints form

That would certainly make sense.

As best I can tell, they're signed in when they load the form but then seem to be signed-out once it loads. That's the behaviour I'm seeing too, signed in but load the form and you appear to be signed out.

Perhaps there's some gremlins somewhere that'll get bored later 🙂

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Ernie_C
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Message 4 of 12
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Re: Online complaints form

I just did a test and managed to submit a complaint.

Being logged in, the name, account data was input, greyed out but accepted.

75B26C9C-812A-48CC-8164-41AD6342B9FE.png

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用心棒
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Message 5 of 12
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Re: Online complaints form


@japitts wrote:


As best I can tell, they're signed in when they load the form but then seem to be signed-out once it loads. That's the behaviour I'm seeing too, signed in but load the form and you appear to be signed out.

Does the sign out occur immediately; this can be determined by pressing Ctrl + Shift + R?

Is webmail open in the same browser session and if so what is > Settings > Basic settings > Automatic sign out set to?

 

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japitts
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Message 6 of 12
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Re: Online complaints form

So I have 2 tabs open, one "signed in" to the billview page and a second tab on the contact us page. The contact us is quite consistently signed out despite multiple refreshes, while happily clicking around the bills section on the next tab.

Auto sign-out is set to one week.

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用心棒
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Message 7 of 12
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Re: Online complaints form

That is puzzling, here is what I see (My Bills on left and Make a complaint on right):
2020-06-27.jpeg
Are you seeing this instead:
2020-06-27.jpeg

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japitts
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Message 8 of 12
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Re: Online complaints form

Almost - I'm seeing this...

 

VM_Signed_In_1.JPGVM_Signed_In_2.JPG

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用心棒
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Message 9 of 12
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Re: Online complaints form

The latter image would indicate that you are still signed in; as expected given that My Virgin Media (see your former image) is still signed in.

Without revealing any personal information can you detail the “variety of errors” seen on submission?

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japitts
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Message 10 of 12
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Re: Online complaints form

Fair question for sure. I've tried a test submission earlier and although everything still looked "signed out" and the personal details section wasn't populated and was blocked from text entries, the form seemed to acept, and on the confirmation page I seemed to be signed back in.

My relative with the complaint has tried it, and got the same behaviour. So someone's changed something, time'll tell...

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