Hi all, hoping you may be able to shed some light on a query I have. I have had issues with Virgin service for a while (poor connectivity, speed, router failings... you know the score) and have dealt with my individual issues via the complaints team with temporary resolutions etc.
My local area have a community group and it appears that actually the issue is not just mine but more wide. We are considering how best to raise the concern with virgin. Most people are so fed up that they are looking at leaving - others are suggesting an on mass complaint.
Has anyone got any experience or knowledge of the best way to raise an area wide concern?
I think you'll find that there is no formal group complaint process (and it is worth noting that the forum rules prohibit "petitioning" apparently because VM want to keep the relationship "Big, wealthy company > Small, powerless consumer"). I'd suggest that if there's a wide enough problem you all ask your MP to take it up with the company, and cite the lack of effective consumer standards or proper regulation by Ofcom. PM'd to you in case this post gets removed.
Have all of the people with problems reported them to VM? That's the only way that a "wider" fault can be identified. As well as the “check service,” weblink there is also a Service Status number 0800 561 0061 which usually tells you of local issues, down to postcode level (that might even not yet be listed on the Service Status web page) that may give you more info. Finally, set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.
Yes, the more individual customers that call in a problem the more likely it’s going to be treated seriously. A lot of people complain about the service but never do anything proactive to resolve their problems.
Tudor There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2