I posted a complaint a month ago and guess what, Virgin Media have not resolved the issue. The complaint is exactly the same, Virgin Media are refusing to remove a cable across the front of my mother's home. A note to Virgin Media management - I don't blame your staff for this state of play, I blame the greed and utterly unprofessional attitude of Virgin Media who think that I am going to simply give up. Please let me assure you, I won't. Virgin Media, your customer service is appalling, disgraceful, atrocious, truly truly awful and totally shocking. How are you still in business? How? It's baffling. In my life, I have never seen anything so bad. Promise after promise after promise after promise after promise to remove this cable and all broken. Calls that are never followed up. Undertakings that aren't kept. How are you still in business? How have you not been shut down completely? Are you aware that the average wait time for someone who has the misfortune to call you is TWO HOURS PLUS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Two hours plus!! T.W.O. H.O.U.R.S
19th July, Spoke to Daniel - call took 1 hour and 28 minutes. 26th July, waited TWO HOURS AND THREE MINUTES and spoke to Owen. 26th July, second call, held for TWO HOURS AND THIRTEEN MINUTES. Spoke to Lisa. Lisa assured me that correspondence had been sent to my mother on the 26th of July and on the 20th of July. No sign of either letter - disappeared with Gollum along with his 'precious' on the way to Mordor. On the 5th of August, I phoned VM AGAIN and waited for ONE HOUR AND FIFTY FIVE MINUTES. This time I spoke to Ian who gave me a complaint number, ticket number. Nearly 8 hours holding over 4 calls!!!!!!!!!!!!!!!!!!!!!!
On the 10th of August, I sent in a written complaint to Virgin Media via their website. No response. On the 11th of August, I sent a second complaint to VM. Still no response. On the 11th of August, I posted my first comment to the VM Community. I have the first ticket number but VM cheekily insist on giving me newer ticket numbers in the hopes that it won't look like this complaint has been outstanding for weeks. A more up to date number doesn't make it look so bad. Virgin Media - let me tell you, there is nothing that is going to make you look worse. It's just not possible.
On the 11th of August, I tried also to contact VM via WhatsApp messages - AMAZINGLY!!!!!!! , they don't seem to be working.
My mother has been phoned at her home number and advised that she will be phoned back within a few days to confirm that action will be taken - hasn't happened. Someone called Catherine phones my mother and assures her that she will make arrangements to get the cable removal people out - that hasn't happened either. On the 28th of August, I was sent a text message and an email from Virgin Media promising me faithfully that you are working 'hard' to resolve the complaint. I hope you're sitting down because this is going to come as a shock - I haven't heard anything since then. Virgin Media just keep stringing people along in the hopes that we will give up.
Let me make it clear to you Virgin Media - the cable is going to come down. Have no doubt whatsoever. With your assistance or without. There are at least 12 homes that are linked to this cable running across my mother's home. When the cable comes down, and it's coming down whether you help me or not, all of those homes will be without service. Virgin Media are going to be sued because you are not supplying service when people are paying for it.
Please take note - my mother was and I emphasise WAS being paid a truly paltry sum of money to keep this cable running across her home but as the paltry sum was due to be paid at the beginning of July 2021, and taking into account the dozens of calls and emails to get this ridiculously tiny sum of money paid, my mother has decided she doesn't want to be paid and she simply wants the cable to come down. So my mother is not in a contract with Virgin Media, she doesn't want the tiny sum VM were paying, it's just not worth it. My mother wants the cable to come down right now. Please don't send her any money to keep the cable up - the cheque will not be encashed.
I would like someone from Virgin Media to come back to me on this. Please respond. I will give you my mother's phone number and the complaint ID. If you do not make arrangements to remove this cable, it will be removed anyway and it is going to be considerably more difficult for Virgin Media to resolve the fact that a dozen homes or more require service that Virgin Media is unable to provide.
