Yes I got a complaint number from yourself when you raised the complaint for me.
Unfortunately I can not check on the status of the complaint because when I click on the link you provided it asks me to sign into my account and I can't do that as my issue is I can not create an account with my email.
Can you possibly update me if anything is happening with the complaint please?
Thanks very much for that info. I don't know how to get in touch with a manager. I have had this issue escalated and raised a complaint, yet heard nothing back from either of these processes. The staff who I have talked to have not been able to offer anything else in the way of options for resolving this despite me asking on a weekly basis.
I would love the ability to speak to a manager to describe in detail the issues. I did ask for the email address of the head of customer service but for some reason the Virgin staff seem reluctant to give it to me. I do search for it online from time to time though.
I asked on this forum via the agent who was "dealing" with it via private message (as there seems to be no other way to get anything done on VM) for my complaint to be escalated to a manager after the agent failed to do what he said he would. He was very reluctant and it took a lot of persuading but I insisted. It took a few days but someone else called Katie who said she was his supervisor contacted me via this forum. Again, it took a bit of chasing up.
Insist that your complaint be escalated to a manager.
The IT support team have been made aware that the issue has been escalated further, so we should start to see some more progress on this very soon. I am so sorry for how long this is taking.
Your complaint is still open and was last updated mid July, there have been no further updates since then but I will continue to monitor it and will keep your posted on the situation as soon as I have more information.