Menu
Reply
PavelRachitsky
  • 2
  • 0
  • 0
Joining in
204 Views
Message 1 of 7
Flag for a moderator

RAISED OFFICIAL COMPLAINT - COMPLETE IGNORANCE OF THE CUSTOMER

On the 6th of January 2021, I wrote a Letter of Complaint and send it by post to Virgin Media Complaints Department at Sunderland. On the 11th of January 2021, I received a letter from Virgin Media Team that they will look at the complaint and that they need 28 days to fully investigate the complaint. I have been assigned a complaint number and was assured and promised that a member of the customer complaints team will take ownership of my complaint and will investigate the issues I have raised. They will contact me shortly by phone or by text in the first instance. Needless to say that no one from Virgin Media contacted me since then.

 

Today is the 18th of February 2021 so 6 weeks no feedback whatsoever. The customer service is nonexistent. 

 

So far, my experience with Virgin Media is absolutely awful. It has been Since 19th October 2020 they keep promising me to arrange an installation of the broadband and I am still waiting and don’t know when it will happen or will it happen at all.

0 Kudos
Reply
DJCarlos
  • 2
  • 1
  • 0
Joining in
183 Views
Message 2 of 7
Flag for a moderator

Re: RAISED OFFICIAL COMPLAINT - COMPLETE IGNORANCE OF THE CUSTOMER

I too have a complaint and whilst its only been a few days, I am well expecting nothing to be done.
It seems 20 yrs (Telewest/lineone/blueyonder/VM) means nothing these days.
0 Kudos
Reply
Hales
  • 3
  • 0
  • 0
Joining in
146 Views
Message 3 of 7
Flag for a moderator

Re: RAISED OFFICIAL COMPLAINT - COMPLETE IGNORANCE OF THE CUSTOMER

After getting the 1 Gig and new Hub 4 my wifi is dreadful.

I called them they said ok we will send you some free boosters. they will be there Tuesday 4 days later.  OK i thought Tuesday came and went, called back to chase. the lady said oh sorry about that ive checked they will be there today or tomorrow.

They never came. Tried a webchat the the guy there said the onlt pople that can chase equipment and orders are the tech team.  Have you tried to contact the tech team.  I dont think they exist?

Every time I get through to what I think is the tech team on the phone it turns out to be billing.  Raised an official complaint online they say upto 28 days to reply??

 

The guys from billing said every department have their own complaints team and there is no central Customer Service department that deals with complaints..  What a total Joke,  I dont believe them.  why would i raise a complaint to billing when my issue is with technical and the company in general.

 

I cant work, and my kids lessons keep disconnecting, I said there must be someone there that can help he said I will try and get my manager to call you back.  Not to mention the language barrier with most of there staff.

 

0 Kudos
Reply
Robert_P
  • 1.79K
  • 84
  • 148
Forum Team
Forum Team
130 Views
Message 4 of 7
Flag for a moderator

Re: RAISED OFFICIAL COMPLAINT - COMPLETE IGNORANCE OF THE CUSTOMER

Hello PavelRachtsky

 

Sorry to hear of your recent experience with Virgin Media and that you're still waiting to hear back in regards to your complaint. We appreciate you taking the time to raise this via the forum and would like to welcome you to the community.

 

From what you have advised, the complaint is with a member of the complaints team and will be currently under investigation, once this has completed the team will be in contact with an offer of resolution, this may be by phone.

 

Our complaints code of practice can be found here virg.in/compscop  outlining how you can raise your concerns with us for further investigation. Once received it will be fully investigated and we'll endeavor to get back in touch within the 28 day time frame agreed with our regulators. 

 

Rob

0 Kudos
Reply
paulzh
  • 29
  • 0
  • 2
Tuning in
103 Views
Message 5 of 7
Flag for a moderator

Re: RAISED OFFICIAL COMPLAINT - COMPLETE IGNORANCE OF THE CUSTOMER

His original post said "Today is the 18th of February 2021 so 6 weeks no feedback whatsoever." so well outside the 28 day period.  Please read the posts, don't cut and paste replies and at leat try to pretend you care about customers even when we all know you don't It's just polite

0 Kudos
Reply
PavelRachitsky
  • 2
  • 0
  • 0
Joining in
89 Views
Message 6 of 7
Flag for a moderator

Re: RAISED OFFICIAL COMPLAINT - COMPLETE IGNORANCE OF THE CUSTOMER

Hello Rob,

Thank you for your reply. I am afraid to say that your interpretation of my post is not quite of what I actually have said. I wrote that "I was assured [by the letter] and promised that a member of a customer service complaint team will take ownership of my complaint and will investigate the issues I have raised". Whether someone has actually taken my case is unclear. Moreover, If they did it no one made an effort to contact me by any means and It's been already 40 days since the receipt of the complaint has been acknowledged. 

Thank you for sending me a link for your code of practice and I appreciate you pointing out that you/Virgin Media are trying to get back in touch within 28 days since the complaint has been raised. However, in my case, you/Virgin Media did not comply with its own regulations as it has been already 40 days since you received a complaint. I want to stress that I am completely dissatisfied and require my complaint to be reviewed by the Senior Management team of your complaint department. I demand to be contacted by a manager to find a solution to my case by Tuesday 23th February 2021. 

Alternatively, you forcing me to resolve it via CISAS.

0 Kudos
Reply
Gareth_L
  • 5.56K
  • 337
  • 601
Forum Team
Forum Team
33 Views
Message 7 of 7
Flag for a moderator

Re: RAISED OFFICIAL COMPLAINT - COMPLETE IGNORANCE OF THE CUSTOMER

Hello PavelRachitsky

I can see that the complaint is install related and this sits with a Specialist Team that will contact you accordingly with updates. Sadly we are not able to intervene and escalate this to a manager, This can be done when the Team contact you 

Gareth_L

0 Kudos
Reply