Email to complain

[ypereira]

I had the most frustrating experience with Virgin Media ever, been trying to get broadband, telephone and tv install since 11 September, only to be postpone in about 4 different occasions, every single team member has lie to me about what has been going on, and the last person I spoke to was trying to force me to stay if I wanted the money that I have spend out of my pocket in order to have internet to work from home.

About 10 different conversations with team members, everyone promising different things, an hour conversation trying to get a refund just to be told to forget it, is no happening the only thing you can so is stay with us and a promise the complain team was going to call me that same day and is been four days and nothing.

The amount of time I have spent on trying to obtain a resolution is ridiculous. 

Does anyone have an email address that I am able to send a complaint to? I feel like I should try to complain one more time directly to them before complaining via omsbudman.

[goslow · Accepted solution]

Unfortunately, delayed installations are a very common topic of complaint on the forums. You will find hundreds of similar past topics on the 'Quick Start' forum.

You should be eligible for compensation for any delay

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

and this is the only official compensation you are entitled to. It is payable once your installation is completed or up to the point you or VM cancels the installation if not completed.

VM regularly tries to dodge paying this, or to reduce the amount paid out, in the topics which come up on here. Keep very detailed notes, along with evidence of appointments, calls, texts, emails etc. to ensure you get paid what you are owed.

You may have to go to the ombudsman to get paid what is due but the ombudsman cannot compel VM to install for you nor speed up the installation process.

[Carley_S]

Hi @ypereira 

Welcome to the community forums. 

We're very sorry to hear that your installation has been delayed, we can fully appreciate any upset caused by this.
If you still need to raise a complaint you can do so by any means listed here though if you've not been installed you would be limited to calling and sending via post. If you prefer, we can take a look at this and raise it at our side. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down. 

[jadeoh]

I constantly complain re virgin tvey ste the worst company ever and really  don’t care. .  I complained  recently re the shocking experience I had. Virgin kept closing my complaint down & lied to me over & over. In the end I went to ombudsman who upheld my complaint and awarded me a lot of compensation and an  apology letter from virgin. You can log into your account & log your complaint.