Someone please help me!!
I’m a customer of 8 years now and this past year with Virgin has been an absolute joke.
I have contacted Virgin COUNTLESS amount of times on the phone, through social media, on WhatsApp!! All about the same matter over and over again and nothing ever gets fixed.
Someone please contact me to help asap, I need to make sure my internet connection is constant due to work commitments.
I will be contacting ombudsman this week.
Hi alchats14
Welcome back to our community forums and sorry to hear you have had issues with your service in the last year. We further apologise that you have had issues when trying to contact our team to resolve issues. We can understand the frustrations caused. We can however see you have recently been in contact with our team regarding these issues and a resolution has been reached. Do you need any further help with this?
Thanks,
Hi alchats14, if you want Virgin Media to pay any attention to an issue, you should raise an official complaint: https://www.virginmedia.com/help/complaints
They may offer you some pathetic credit off your bill as a "resolution" to close the complaint case quickly. If you refuse these "resolutions" you can sometimes force them to actually go and fix the problem so they avoid things escalating to the Communications Ombudsman (FYI, the Communications Ombudsman is not an independent body, they're more like an outsourced complaints-handling company that several ISPs pay to handle complaints. The name is misleading as it falsely implies that they are independent regulators, when really they're paid by the ISPs to protect the ISPs from real regulation). However, Virgin do tend to treat complaints more seriously when they reach that level, so your best bet is to follow the official process.
Two months after you make your official complaint to Virgin (see the link above), if the issue has not been resolved, you can escalate to the Ombudsman. During this time you should focus on collecting evidence of the network being faulty and "not fit for purpose".
