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brummieruss
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V6 Tivo - Green screen - replacement unacceptable choice - what can I do

I need to complain - any ideas? Please dont suggest the Virgin Media complaint process - it is an endless loop to nowhere. My shielding father in law 88 years old living alone lives by his TV service.

Since 24 hours ago a GSOD has broken his TV - a replacement box has been ordered but zero confidence given a text message today..


I need a better way to escalate that doesnt require me ringing 150 and dying on endless loops nor the customer service web site - why use Resolver if you cannot help me because they are a third party? Fruitless? Cynical?

Anyway I urge Virgin if they read this to put themselves in the shoes of my father in law and imagine what is must be liked to not have TV and be alone.

 

 

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japitts
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

You say you have no confidence in the replacement box "given a text message today". What did this text message say?

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brummieruss
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

The message is "sorry your delivery has been delayed by things beyond our control. At present we have not been able to secure a definitive re-delivery date but are working to secure one as soon as possible'

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japitts
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

I've escalated this to the VM Forum team for you.

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Gareth_L
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

Hello brummieruss, 

I am very sorry to hear this has happened

If I can take some details please for your Father in Law

This will be done by private message 

I can then look at getting the box replaced as soon as possible

Gareth_L

 

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brummieruss
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

Hi just to say this is still not resolved and Ive had another text saying the replacement box is still unclear.

I have to say again that Virgin's customer is 88 years alone, suffers from dementia, has no idea why his tv isnt working and has no other lifeline to the outside world.

How can Virgin respond with a solution? Text messages are not helping my father in law.

BTW currently on the Virgin phone line stacking up hours of waiting - Im sure im not alone in this fruitless activity.

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Gareth_L
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

Hello brummieruss

It was infact me that arranged today's visit 

How did it go? 

I had my fingers crossed all day it got sorted 

Look forward to your reply 

Gareth_L

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brummieruss
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

Hi yes my father in law is safe and enjoying the TV and probably engrossed in snooker!!

thanks to you and the local team here

 

cheers

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Gareth_L
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Re: V6 Tivo - Green screen - replacement unacceptable choice - what can I do

Hi brummieruss

Thank you too for your patience and understanding 

I hope your Father in Law remains safe and carries on loving his Snooker 

All the best to you as well over the Festive period 

Gareth_L

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