Ive had an outstanding complaint for approx 18 months due to the install engineering making a hole in my internal wall and hiding it with a white empty phone adapter box - I only noticed it when the white box fell off the wall, it was stapled on.
Mulitple calls, multiple complaints (because Virgin Media have falsely closed off 2 complaints when they weren’t even resolved)- promises of being called back not being met, promises of visits not being met, when someone has came out they have photos, I separately have sent phones, they have sent out the local Area Manager about a year ago to try resolve it, sent about 4 engineers out (all of whom sort the media boxes/technical issues not holes in a wall - even though I continue to tell VM that the engineers they send out cant help they say they have to send them. Waste of time and money), Ive had a manager of the contracted property team that dealt with installs for Virgin Media come out last year to tell me its not his job to fix it as its internal not external, he too would raise it through the management team.
Every time I call, the agents on the phone say the same things over and over, they cant help me, they need to refer it to their manager, but their manager isn’t there so they will leave them a message - guess what, no manager calls back - they leave their phone agents without support to deal with customers that clearly need help, a complete lack of leadership, ownership from their management team - not once has any of these Managers from their contact centre called me
This is the worst service I have ever received - its actually astonishing how poorly multiple Virgin Media colleagues could mis-manage a complaint!!!
I have now completed the application to to WatchDog on the BBC, Im on to Citizens Advice and Im about to call my own solicitor - enough is enough.
I am not surpisrsed to find I am not the only person this has happened to - I see from th forum similar cases, should make a great case study for some investigative journalist
