Virgin Media Community

[Crassus]

Hi,

I am on broadband and telephone only and had an offer to add TV to my contract. Two tv packages were offered. TV mix at £14 and TV mixit £12.

I chose TV mix.. The order for TV mix was confirmed by email but 24 hours later the contract was emailed to me and the TV package was TVmixit ! Virgin still charged me £14. I don't want TV mixit.

Complete misselling of services. How do I get a letter of deadlock so I can refer the complaint to the ombudsman?

[japitts]

I'll be the first to admit I've never got my head round TV-Mix vs TV-Mixit, except to say Mixit is the basic package (vaguely comparable to Freeview) in either case.

However, a deadlock letter is only issued once you have exhausted VM's internal complaints process - precisely to avoid complaints going to external bodies that have no need to. Your first port of call should be C/S on 150 (or 0345 4541111).

If you have copies of the paperwork, offer or contract, then just giving VM a chance to resolve this issue would be the best way to sort it.

[Crassus]

I have, in the past, tried to obtain details of the VM's complaints proceedure. I reminded them that they are required by law to make such details available to their customers. Despite this I have never been able to find VM's complaint proceedures. Does any one know what they are, including response time limits etc.?

[japitts · Accepted solution]

https://www.virginmedia.com/help/virgin-media-complaint includes all the details you need.

Online contact forms, and links to the complaints code of practice.

[Crassus]

Thanks. I will put the system to the test.

[Crassus]

Filled in a complaint form 8 days ago, no response. No holding email sent, no acknowledgement of complaint, no reference number provided and no indication of when I can expect an answer.

The code of practice says 7 days or up to 28 days for a complex case. My complaint is hardly complex I did not get what I ordered. VM acknowledged the order then sent me a contract for something else. My V6 box arrived seven days ago but is still in the box as the contract is wrong. I am refusing to conect the box until they issue a new contract.

Any advice?

[Jodi_S]

Hi Crassus,

Thanks for posting on our community forums. Disappointing to hear that you have not been contacted by our complaints department over your package error. We understand you would like to get this rectified as quickly as possible.

As it has been a short while since you last posted, have you have any contact from one of our case resolution specialist to discuss this matter further with you?

Please let us know regarding the above so we can assist you further.

Kind regards Jodi