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Cannot make a complaint for broadband

Charlotte5678
Tuning in

After having problems with websafe for over year with no resolve I yet again rang customer service again today asking to make a complaint. They talked me through the problem and yet again had no idea how to fix it.

Anyway turns out all my previous calls were not actually complaints... and you cannot make a complaint over the phone despite their 'how to make a complaint' page says you can. 

Asked how do I actually make a complaint then? ...they said online. So go back to the how to make a complaint page, find the Web form, fill it out ...twice...and both times it just refreshes the page leaving all bars blank again not giving me any confirmation that my complaint has gone through. 

So you can't complain by phone you can't complain online... how are you meant to make a complaint? 

By post is the only option left 

2 REPLIES 2

Cardiffman282
Super solver

Charlotte see https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult... 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

David_Bn
Forum Team
Forum Team

Thanks for reaching out to us @Charlotte5678, and I'm sorry to hear of the issues with the web safe function on your account.

We would have to advise that customers should be able to raise a complaint over the phone with our call centre agents, without being pushed to go online.

I'll now pick this up and file a complaint for you, as well as attempt to resolve the issue with the web safe.

Thanks,

David_Bn