In regards to your open complaint, this would stay with the staff member assigned to this and they should contact you in regards to this soon. I'll include our complaints code of practice for you here as well.
Hi Emily, Thank you for the response. The main flaw in your reply "If there was a known area fault" is that this only showed as being a fault in the area when you checked online. I could check online and it would say there was a fault in the area then I would call the 0800 number and it would say there was no issues in the area. even after being told that it had now been clarified that there was no issue in the area it still continued to say there was for another 3 days. Also regarding the code of practice you gave the link for.
It states the following:"We always aim to resolve complaints in the first instance and respond within 7 days, but this isn’t as quick as calling us. In some cases, it can take up to 28 days. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve. "
As mentioned my complaint started on 29th September which is now 42 days and even if you take it from the day I raised the case through Resolver 09/10/2019, due to getting nowhere contacting you direct that would still be 32 days in both cases it has already past the upper figure of 28 days.
Going by your Automatic compensation scheme it states: "Check to see if there’s an outage in your area on our handy service checker. You can report the issue to us by registering it online or alternatively, calling us. If we haven’t fixed the fault within 48 hours from the end of that day, you will be entitled to £8 credit per day until it’s sorted."
If I take it from the day I raised the case with resolver (as that is when I started recording evidence of the issue), and assuming that the issue is now sorted the that is 32 days less the 48 hours you are allowed to fix the issue by my estimate that would mean that I am owed around £240 in compensation.
Again, as I mentioned there has been no contact with me regarding my complaint at all so far and I don't really expect to get any response so I presume it will eventually just go to CISAS to sort out.
If customer services were as reactive as you seem to be on here then maybe people would get so irate.
I will answer questions asked by Virgin staff but I do not feel I need to justify myself to you.
On a separate note I wonder what these people that do not work for Virgin get for trolling anyone that says anything bad about them.
If we have a gripe with Virgin it is with them and nobody else.
If I was asking for general help then that would be different.
I made a comment intended for Virgin staff and to highlight My complaint, just like any actual reviews I am expressing my experience and others can take what they want from it.
I feel someone saying 'sorry to hear you have had issues but for me this company has been great' is fine but I do not feel I should be challenged by NON Virgin staff for posting issues I have had with them.
If someone has not had any issues with them then good for them but no need to have a go at others who have had issues. Leave that to those who's job it is.