COMPLAINT - I WOULD LIKE VIRGIN MEDIA TO RESPOND HERE
I have tried numerous times to get in contact with Virgin Media, twice when I have mentioned the word complaint on the telephone, I get put on hold or "put through" to the complaints department to then someone picks up and hangs up the telephone. I also tried contacting Virgin Media on Twitter to no avail, and the person on the other end rather unhelpful, and unwilling to resolve my issue. There also does not seem to be any email whereby I can send my query, and every time I try and use the chat to an advisor, its is always saying no one is available and to "try back later".
I was due to be connected up for phone, broadband and TV on the 23rd December, however the engineer was unable to get access to a service cupboard in the communal hallway of my flat (private and not housing association) and needed a key in order to connect up. I'm glad the engineer told me that he was unable to complete the job that day because he wasn't willing to partake in his managers instructions to just "break the door down" and that "they do it all the time". I would not expect anyone to be so disrespectful in to create any sort of damage to my new property, especially when they are representing a company. He called up his manager saying I wasn't happy for him to "break down the door" whilst I was stood there, and I heard the whole conversation, to which the manager said "no you don't tell the customer that". It is to my disgust how this is deemed acceptable? It also concerns me this sounds to be common practice, and one of your managers is happy in advising employees to partake in criminal damage!
I am intrigued to a response, as this does not leave me in high hopes with Virgin for the future by this behaviour, and the experience I have received with customer service.
Re: COMPLAINT - I WOULD LIKE VIRGIN MEDIA TO RESPOND HERE
Many thanks for your forum post to us and a warm welcome to the community.
I appreciate you explaining about the situation with the installation and the access issues and yes, we absolutely do not condone damaging property in order for us to access the necessary infrastructure to complete an installation.
I'd like to feed this back and escalate this to the relevant teams. For me to do so I need to take some further details form you. I'm going to send a pm to you that you can find in the up on the top right of the forums.
If you could drop back a reply to me on this, that would be brillaint.