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Brizza1
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Complaints department

Could anyone please inform of a complaints email address that doesn't involve going through the call centre.
Virgin's complaints procedure is unacceptable, it seems there is no interest in supporting your customers. I've been a Virgin customer since before it was Virgin Media, I use all of the services including 3 mobile phones, yet when I have an issue I'm stone walled. Continual offerings of 'I'm sorry this has happened' IS NOT good enough. I don't want to make anymore phone calls, the people at the call centre are not equipped to answer my questions. I want an email address so I have a record of what I and Virgin say.
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Superuser
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Message 2 of 7
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Re: Complaints department

Hi Brizza1,

 

here is a guide to Virgin's complaints procedure: Consumer Complaints

There is no email address. Other than phone calls, your options are writing to them:

Complaints
Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9ZJ

 

Or you could try web chat: Help and Support - Contact Us 

 

AlexKid :-)

 If you want to say thanks > click 'Kudos'.
Answered your question? > click 'Mark as Helpful Answer' also.

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Superuser
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Message 3 of 7
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Re: Complaints department

Unfortunately there is no email for complaints, or anything else.

Its on the phone, webchat or snailmail.

If you are wanting copies of correspondence, an old fashioned letter with proof of posting keeps you right.


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silverline
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Message 4 of 7
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Re: Complaints department

It does seem ridiculous that a Media company cannot be contacted via email. I have just spent 3 hours trying to get through as they have not  changed my package to what was agreed. I can hardly understand the call centre person and the details are not confirmed in hard copy. I only want to add TV, why does it have to be so difficult?

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JoanneFrancis
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Message 5 of 7
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Re: Complaints department

Hi, I totally agree, I've spent hours of the last 5 months of my life to the compliants department it is rubbish, all they can do is add notes to your account - when you ask them to read back the notes they do not reflect the issue or what needs to be done to resolve it, I'm curently on hold to speek to a manager it has been 50 minutes already and aparently it can be hours....

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JoanneFrancis
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Re: Complaints department

55 minutes in they cut me off, by accident I assume...

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Forum Team (Retired) Rich_B
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Re: Complaints department

Hi JoanneFrancis,

 

I've replied to your post here.

 

Please respond to that one to avoid confusion.

 

Thanks


Rich
Forum Team

Can make calls, but no data? Check your "Virgin Mobile APN settings"

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