I have had numerous issues with VM when it has come to contract renewal recently and I believe I have been unfairly treated. I have raised a complaint via the portal, but getting back to Virgin is proving to be impossible.
I recently received a letter saying, stating "we tried to ring you about the result of your recent complaint but we couldn't get through". This is a complete lie, I've been working from home and there have been no phone calls to me either via the mobile or landline. What's more frustrating is, Virgin Media doesn't accept complaints via resolver anymore, which has meant there is limited online communication.
Why wouldn't you email me in response to the complaint? Why waste paper and send a letter in the post which takes a couple of days to arrive.
And there is no way for me to reach out to the complaint. On my online account, it says I can resolve my issue online by visiting virginmedia.com/help/virgin-media-changing-your-services. When I go to this link, I login in and nothing happens. Upgrade/offers page also produce
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Sorry, we’re unable to change your package online.
Really frustrated at Virgin Media's method of communication.
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
I'm sorry to hear you've not heard back from the team. If they have sent you a letter or email then you will have 28 days to reply to that. Raising a second complaint for the same thing, whilst the first one is open won't do anything as it would be closed as a duplicate complaint.
If you're unhappy or disagree with the resolution given in the complaint, give the team a call on the number in the letter so the team can look in to things for you further.
I'm sorry to hear that you've been having issues getting in touch to discuss your complaint. All of our agents are trained to take on and review complaints. They will be able to help you review your complaint.
You can also try our text service on 07533051809, where our team members will be able to review and discuss your complaint with you.
Please keep us updated and let us know how you get on.