Complaints can take up to 28 days to investigate and get back to the customer, as stated in the codes of practice and until the complaints process has been completed there is no point of escalation, after 8 weeks or until you get a deadlock letter then can be escalated to CISAS.
If you've raised a formal complaint, then I don't believe the VM forum staff can become involved - that sits with the VM complaints team, and all you can do is wait. The forum staff might be able to give the complaints team a prod, but from what we see here, the complaints team are struggling so don't get your hopes up.
In terms of next steps, VM have eight weeks to try and settle your complaint, and only then (unless they issue a "deadlock letter" earlier) can you take the matter further by escalating the complaint to the industry arbitration scheme CISAS.
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