Anyone tried to complain and get a sensible response?

[tchalklen]

At the start of the year, I had a day of no Broadband and a couple of days intermittent. When I checked the service status, the message said that there was a fault, engineers were working to resolve and this had been logged in case I wanted compensation

Move forward to this week and I lodge a complaint and ask for a refund.

Completely incompetent set of responses, no acknowledgement that I had a case and complete denial that there had been an outage. Do I take this to Ofcom, as it seems that Virgin Media customer service are just trotting out standard lines denying all responsibility rather than providing a service to the customer. 

[g0akc]

Pointless taking to Ofcom - they don’t deal with individual customer complaints.

Cisas is the place to raise complaints that haven’t been dealt with adequately.

[jbrennand]

On residential services - compensation is only paid after 48 hours of complete outage (see link). I suspect you didnt qualify

https://www.virginmedia.com/help/automatic-compensation

[g0akc · Accepted solution]

I’ve seen similar responses from VM myself with failure to recognise issues or outages that their own people or contractors have acknowledged or admitted.  It can be very frustrating.

As mentioned, the chances are the outage duration didn’t qualify for compensation.  Nevertheless a meaningful response stating or clarifying that would no doubt have been useful.

I’d suggest leaving it in this case - but if and when you’ve got real grounds for complaint/compensation check the process including referral to CISAS as I mentioned earlier.

[tchalklen]

Thanks for the quick response and point taken that there is little value in getting more and more frustrated with the lacklustre attitude. 

I would of course consider voting with my feet, but to be honest I hear similar stories about the other big providers in our area and although I am intrigued by the BT/EE concept, I ended up tethering to my phone and got by and only used 6gb of my mobile data allowance =(:0(

[gary_dexter]

As already stated, outages happen. 

And on a residential service there’s no SLA for faults and their associated repairs - and contractually you’re only entitled to money back for a 48+ consecutive hours total loss of service.