Suddenly have a VM landline

[Anonymous]

Here's a queer thing. In an idle moment during an ad break while watching The Bridge on the River Kwai I thought, for a lark, I'd see what the My Virgin Media app had to say for itself.

I was very happy to discover that I now have a bundled land line with weekend calls to boot.

As this is all in black and white I'd like the adaptor thingy (and related bumph eg phone number) please to start making use of this nice new (and contractually binding) benefit please.

Thanks very much. 

 

[Anonymous]

Update

Well, Virgin Media continue to state in black and white on the official My Virgin Media app that I have a land line with weekend calls as inclusive parts of my Volt M200 package 

During the course of the complaints process the fact of the official My Virgin Media app content displayed above has never been disputed by Virgin Media.

Although I am grateful to both Lee and Richard for being courteous and responsive throughout it has now been accepted that we are now at deadlock.

The matter will now be escalated to Ombudsman Services under my statutory rights under the Consumer Rights Act 2015 as set out in the thread but which were never specifically addressed by the complaints team. 

I look forward to receiving the deadlock letter by the end of the week please VM. 

I will continue to update the thread.

Thank you. 

[Anonymous]

Hello Virgin Media Ltd 👋

Since October 2018, the customer is no longer required to request that the communications provider issues a letter referring them to ADR.

Providers are instead expected to proactively issue ADR letters once a complaint has reached the point of deadlock.

This point of deadlock was reached a full fortnight ago when the status of deadlock was volunteered to me by you over the phone. 

I have now queried your timescales with Ombudsman Services and if they are satisfied that I am now good to formally escalate the matter to them I will do so without further reference to you.