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unhappyconsumer
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Message 21 of 32
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Re: Virgin Media Poor Customer Service Compensation £££

bump

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unhappyconsumer
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Message 22 of 32
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ATTENTION : anyone with a complaint / issue / service with Virgin, please read this post

If you try to go through Virgin directly, all they will do is delay and lie, they will not attempt to resolve anything in a fair manner, if at all. Register your complaint, then go here : https://www.virginmedia.com/help/dsar

Request every single bit of data possible, from the start of the contract until now - they are obliged to adhere to your request. 

This will likely trigger a call from the DSAR team looking to resolve the complaint with you to avoid doing the work of collating your data (lazy!). Hopefully they can resolve this for you. If that doesn't occur, you can refer the complaint to CISAS after Virgin fail to adhere to the 8 week timescale, and they will likely compensate you for your inconvenience and distress.

It costs Virgin upwards of £500 when the case is referred to CISAS. The level of customer service offered by Virgin is so appalling that the majority of phone calls should really go to this level. Don't be afraid to exercise your rights and follow this process as all Virgin will do is delay and delay then lie and lie - I'm still awaiting a DSAR I requested over 9 months ago, which is way out of timescale, and was already awarded £50 by a Virgin Manager when I complained 9 months ago that the telephone agent didn't know what a DSAR was (in breach of GDPR). 

It's sad that the regulations in the UK allow companies to behave this way - please exercise the little rights we do have as these companies get away with far too much as it is. Thanks.

unhappyconsumer
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Message 23 of 32
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Why do Virgin Media ignore GDPR?

One key principle of GDPR is the right to access data - why is this right ignored by Virgin Media? Could someone please shed some light on this from the Forum Team? Thanks.

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unhappyconsumer
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Message 24 of 32
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Re: Virgin Customer Service Is Not Effective

James - https://community.virginmedia.com/t5/Managing-Your-Account-Cable/ATTENTION-anyone-with-a-complaint-i...

 

ignore the forum team, they are complicit in the lying and delaying, follow the process I have outlined in the topic above and go to CISAS if you want a resolution as Virgin will just try to tire you out if you go through them.

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unhappyconsumer
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Message 25 of 32
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Re: complaint

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asim18
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Message 26 of 32
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Re: Why do Virgin Media ignore GDPR?

I cant speak for Virgin Media, but generally speaking any company can break rules because there are really no consequences for breaking rules other than fines - which are going to have to be paid for by the customer at the end of the day.

I believe when companies are fined for breaking rules, the fine gets paid from the business account, not from the account(s) of the person(s) responsible for breaking the rule. Therefore, ultimately it's the customer who pays for everything, including the company's fines, this is why companies generally just don't care. Again I don't know about Virgin Media, I'm just talking about business in general. If a complaint costs a company £5000, it's not the CEO who pays this. The CEO will just bump up the price and make the customer pay it.

Travis_M
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Message 27 of 32
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Re: Why do Virgin Media ignore GDPR?

Hi @unhappyconsumer

 

Thanks for posting on our community forum!

 

Sorry to hear about this, could you elaborate on the issue? I'd suggest looking through our complaints code of practice here also.

 

Regards

Travis_M
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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David_Bn
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Message 28 of 32
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Re: ATTENTION : anyone with a complaint / issue / service with Virgin, please read this post

Thanks for your post on our Community Forums @Unhappycustomer

 

Can you please confirm if you are the account holder for the account you subscribe to, or if this is held in someone else's name.

 

If you are the account holder, and can successfully pass data protection, we can seek to assist you with the request of a DSAR. 

 

What we would also advise is that we may not have all calls that are made into our team as there is only so long we can store recordings - due to the volume of calls we receive

 

Kindest regards,

David_Bn

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unhappyconsumer
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Message 29 of 32
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Re: Why do Virgin Media ignore GDPR?

My issue is Virgin Media ignore their own complaints code of practice (with regard to timescale adherence) and they don't adhere to GDPR either (with regard to processing of DSAR taking 9 months +)

 

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unhappyconsumer
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Message 30 of 32
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Re: ATTENTION : anyone with a complaint / issue / service with Virgin, please read this post

I spoke to the DSAR team and they assured me it would be processed as a priority - I am still waiting. I doubt you would be able to speed this up as you would simply be putting a ticket through to the person I spoke to from this team.

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