on 03-05-2023 20:23
Hi all,
I moved home on 31/3/23 and was promised services live in 24 hrs. Phoned a few times ( not able to receive or make landline calls and very poor WiFi even in router room....evidence on screenshots) and engineer came on 11/4 and since then no issues.
Phoned 12/4 for compensation. Initially told 11 days then 1 month by call handler. I asked to speak with a manager and told will call within 3 working days. Phoned after 4 days told can take 5 days. I received a letter on 21/4 saying manager spoke with me, I was unhappy with resolution, it had been over 8 weeks and now to contact Ombudsman services (loI)..I phoned VM on same day and was told could take at least 7 days for manager to phone. After 25+ minutes of same old explanation( for the 5th time) received phone call from a manager ( for the 1st time) who said you've got a deadlock letter and we can't do anything. I phoned Ombudsman services who asked me to phone VM and ask for new letter with correct details. I phoned VM again and after 30+ min of stress was told I couldn't speak with a manager and new letter will arrive within a week.
I phoned VM on 2/5 , explained everything again ( another 25+ minutes) and was told previous colleague had not made a note if new letter was requested!! She promised to request new letter.
Why is it impossible to speak with a manager? Why is letter content all wrong? Why is it impossible to get past call handlers without a full explanation and hence taking on average 25+minutes everytime? Is there a training issue?
I've got dates, times, names of staff I've spoken with and will pass onto the Ombudsman services when I eventually reach that stage. All I requested was a manager to call me in my phonecall on 12/4 and 9 days later received a so called fallacious deadlock letter?
Thank You
on 06-05-2023 08:52
Hey feescb,
Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your complaint and its resolution, I can see from the notes on our system that shows that the deadlock letter was resent to you, have you now got the deadlock letter with the correct information on?
Kind Regards,
Steven_L
on 12-05-2023 12:56
Hi mate
Received new letter with everything exactly as per old letter except the sentence stating 8 weeks lapsed has been removed. Thanks
I don't understand why VM want the ombudsman services involved before a manager sorting out the issue on a professional and hence goodwill level. May be they don't care. I've only got the ombudsman services involved since VM specifically insisted. Let's see what happens when things are done unprofessionally.
Kind Regards
on 14-05-2023 17:26
Hi @feescb
Thanks for the update on your deadlock letter.
I am sorry our service has fallen short of expected standards and that you've now had to escalate your complaint.
If we can help with anything else, do let us know,