Menu
Reply
  • 2
  • 0
  • 0
stevethomas33
Joining in
113 Views
Message 1 of 4
Flag for a moderator

Broadband Usage Complaint

I have a serious complaint that I registered through the call centre. I followed the complaints procedure progressing to a Senior Manager who promised to ring me back within 15 minutes - he didn't!

The complaint was in regards with large Broadband usage when I was on holiday with all devices closed down and property locked up. I consider that this may be a fraudulent occurrence and am considering contacting the police. Any suggestions or have others experienced this?

0 Kudos
Reply
  • 9.36K
  • 800
  • 1.96K
Superuser
Superuser
78 Views
Message 2 of 4
Flag for a moderator

Re: Broadband Usage Complaint

How are you determining the Broadband Usage?

What Hub do you have?

I would be aware that the broadband usage stats from the hubs GUI is broken (not sure about the Hub 3)and reports hugely incorrect stats.

0 Kudos
Reply
  • 2
  • 0
  • 0
stevethomas33
Joining in
65 Views
Message 3 of 4
Flag for a moderator

Re: Broadband Usage Complaint

Thanks Griffin. I received messages on my mobile so went on to website. Initially I couldn't see any usage or contract details. I complained and suddenly an alert showed on the website directing me to a graph of usage stats. The complaint process was horrific - all they wanted to do was sell me a more expensive contract not answer my problem. Has anybody got a way of speaking or email to an English speaking Virgin manager?
0 Kudos
Reply
  • 1.35K
  • 89
  • 226
Tudor
Knows their stuff
47 Views
Message 4 of 4
Flag for a moderator

Re: Broadband Usage Complaint

If you have a message on your mobile I suspect it’s about mobile broadband usage. Are you a VM mobile user? Only very,very old broadband packages have a usage limit. Unfortunately VM do not have an email address, you just have to persevere with the phone system, sometimes you can get a good operator. VM staff will pick up your post, but not for many days. 


There are 10 types of people: those who understand binary and those who don't
0 Kudos
Reply