Could be a few possible issues with your complaint tracking.
It is regularly reported on here that complaints are opened by customers and closed very quickly by VM with no contact with the customer. Often the 'resolution' provided is something generic like 'advice given' or similar.
It has also been mentioned that starting one complaint may close down another (one complaint open at a time).
You may also be experiencing a technical fault due to VM's poor account management interfaces.
Your posting history shows you have had problems with the hub and making wi-fi connections. Was your complaint to do with that? If so, presumably your issue is unresolved?
One of the VM forum team may be able to find your complaint and help you or you may need to complain again.
You can always make a written complaint and post it to VM with a first-class signed-for delivery service.
https://www.virginmedia.com/help/complaints
An archaic way of doing things but it gives you a date/time when the complaint was delivered to VM which can help if you wish to track the required timescales before escalating the complaint to arbitration
https://www.commsombudsman.org/
You can share your complaint experience with OFCOM.
They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.
https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275
Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form
https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring
Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.
