I've raised a complaint with the ombudsman but with Virgin Media being so goddamn obstructive with the complaints process, I'm unsure whether they'll be able to help either.
If you've properly explained your case, CISAS will be able to help. CISAS will notify VM and ask for all relevant records. VM have a last chance to offer a solution, sometimes they do, sometimes they don't. As a broad rule it's best to reject any last chance VM offer and let the adjudicator investigate, since that's the purpose of CISAS. An adjudication finding will be offered to you by CISAS, if you accept that, then it is binding on VM. If you don't accept it you can use the courts. On the assumption you accept it, VM have a period to comply. If they don't comply, then that would put VM in breach of Ofcom's General Conditions of Entitlement. VM were warned about this by the regulator last year, so if they get caught ignoring CISAS again, they'll likely face an investigation and fine (from a company point of view the investigation is much more troubling than the fine). And in the unlikely even they start ignoring CISAS adjudications again, then you use the adjudication as evidence in an on-line court claim, which is quick and easy. Citizens Advice can help if you end up needing to go down this route.
What the hell is going on?
World class incompetence. Poor processes. Poor systems. Employment of offshore imbeciles. Staff who don't care. Management who don't care. Executives who really don't care. The company has a Latin motto of "Ubi mos muneris mori", which means "Where customer service comes to die". Ofcom also have their small share of blame, as the chocolate teapot of regulators. You should still let Ofcom know how you feel - keep it short and to the point as Ofcom don't investigate individual complaints.
Keep an eye open for Ofcom's latest available industry complaint data that's published tomorrow. It'll be interesting to see whether VM have dragged themselves up from the miserable fourth quartile position they held in every category last time this was published.
Edit: And just to mention that once a complaint is with CISAS, VM staff are not supposed to do anything in regard of the complaint. So the forum staff will be unable to comment or take action. Normally they are a tiny beacon of light in VM's dark, cold, uncaring Multiverse of Incompetence.
