Dodgy lack of complaint registration? Recommendation: escalate to Ombudsman
I tried to raise a complaint in September and didn't receive any acknowledgement and no way of tracking the complaint. They also didn't email me my live chat transcripts. I just tried to raise another complaint and had the same problem on the web form - tracking number ****, and 'there's nothing to see here' when you click 'track your complaint'. I've noticed other people mentioning the same thing - seems very suspicious that they've been aware of this issue for so long and there's still no resolution. After 8 weeks since my first complaint I plan on escalating to the Ombudsman, I have proof of the issue and it's totally unacceptable to have no escalation route. All I've been trying to do is change my direct debit bank details - the bills page on my account just asks me to 'clear outstanding charges' endlessly before I can change my direct debit details, but then after making the payment you still can't change it. So you're essentially paying multiple times for the same terrible service just for them to ask you for the bill again a few weeks later. Just posting here to recommend that anyone else facing the same issue makes a complaint to the Comms Ombudsman. Even if you don't have proof of your initial complaint try to get in touch with them after 8 weeks have passed, just to see if you can get them to take it up. I think they need to be aware that VM aren't following their own process.Trying to resolve a problem with voicemail
Hello. I've been trying to make a complaint about voicemail but end up waiting in a queue for a long time or the online form always gives an error. I've been having a problem with voicemail on a landline. I can dial up the voicemail and hear there are messages available but none can be retrieved. This problem was reported and an engineer came out. He couldn't work out what the problem was and suggested it we needed a new phone. We replaced the phone but this did not help. After a long time trying to get through to somebody, we eventually were handed to a technical team who claimed there was a known fault and the estimated resolution date was the 4th April 2025. This is still not working on the 7th. When I look at any known problems, none are listed for our area. Does anyone actually know what is going on and why is so difficult to contact Virgin Media Customer Help?Getting impossible to raise complaints
Is it just me or is it becoming literally impossible to actually get a formal complaint raised with VM and investigated by an actual complaint handler? I’ve spent 3 hours on the phone with VM this afternoon trying to resolve an issue with a new activation. Somehow rather than setting up what was agreed they’ve simply rolled over the services of the previous account holder on an 18 month contract. Ended up speaking with 6 people (all who claimed their supervisor was either on holiday today or in a meeting). Although the 4th person raised a complaint I’ve now found that they shut it down as resolved immediately despite being well aware it could not be resolved at the time and they had actually agreed to escalate for a call back within 24 hours. 5th person arranged for erroneous contract to be cancelled and put me through to 6th person in sales to set up what should have been in place. But sales team were the worst out of the lot, couldn’t do anything and when asked them to update this on my complaint they then denied having access complaint system and further stated sales don’t accept complaints (seriously - sales don’t ever get things wrong!?). Stated on numerous occasions with the last agent that I could only conclude my attempts to raise a complaint were being suppressed. I stand by this - if this isn’t suppressing complaints then I don’t know what is! So currently scratching my head wondering how on earth I can actually speak to someone to get some sort of resolution.Service outages on 150+ days in 14 months - is this normal?
Hi all, I am really hoping anyone can advise me what to do or has experienced similar issues (though I wouldn't wish this on anyone). I have had fibre with this utterly useless company since September 2023. I have experienced more service outages than I ever imagined to be possible in the last 14 months. Some days it doesn't work for a few minutes, other days its hours (1-14, the sky's the limit with them) and when it's especially bad it can them them days to fix this. Yes, DAYS. They keep sending their stupid update texts saying it is now fixed bla bla bla, but it obviously never is. At this point I believe it is an area issue that will not get solved anytime soon, if ever. I want to leave my contract, which ends end of March 2025 and have sent them a long complaint via email. Got a lovely AI response claiming the issue was fixed. Nope, it was not. Neither did they respond to my request to end this contract by the end of the year nor did they mention my request for compensation. I spoke to them on the chat today where all my questions were basically ignored. Getting hold of them on the phone is mission impossible. Has anyone had similar issues and can tell me how they went about it and what the outcome was? The thought of being with them for another 4 months is unbearable to me. Performing my job from home has become a real challenge and I don't get how they can get away with this. Thank you all in advance! Best, TedIntermittent broadband and WIFI since 24th October 2024
Our (and our neighbours) broadband and wifi has been intermittent and far below the speed (7mbps) we are paying for when it does work since 24th October. Virgin keep sending SMS saying they have fixed the issue when they clearly haven't. When I check the issue status on myvirginmedia, the fix date continually slides and there is no detail about what the actual issue is or why it is taking so long to rectify. I rely on my internet connection as I work from home. I have had to resort to buying extra data with my mobile provider as Virgin aren't providing a reliable service, this is also causing massive inconvenience with everything from our house alarm to our EV charger and lighting as it all works through wifi. I raised a formal complaint C-10112499 days ago. At what point can I leave the contract with virgin, penalty free? What proof do I need to provide ?Neighbours cable!
Dear vm. We are not currently customers but we were planning to switch over soon as new fibre has been laid in our area. (Cm8 2) However are now wondering whether to bother, as my next door neighbour had their fibre fitter on the 16/01/2024. The installation team have come along and wondered about our property (front garden), dug a very messy line into the garden, and installed the cable without bothering to ask if they could go through our garden. They've left a mess, moved our piece of wood to dig underneath and not put it back correctly, and had no regard to how it looks, big chunks of mud left along the garden. Whilst I appreciate it is currently winter, so is not the nicest of gardens at the minute. We do have plans to dig up the garden in the summer/spring time to completely renovate it. We are now also worried this cable is going to end up cut as we are digging up/out roots to a few bushes ect. We have had to come here to complain, because unless you are a virgin media customer which we are not currently, you can not get through to anyone.No Early Termination Fee in final bill
Hello, I cancelled my services on 23/09/2024 and was told over the phone I'd incur an ETF of around £80 and the final amount would be stated in my final bill. However, I have yet to receive a final bill. Since cancelling I have received 2 bills for my October and November usage. My broadband has now been disconnected. Frustratingly, I joined youfibre who offered to buy out my contract, providing I send them a bill that itemises the fees - which I have not received. I raised a complaint on 06/10/2024 and was assured that I'd receive the final bill that outlined the charges by 24/10/2024, but I've just received another bill for November. This is hugely frustrating. Can anyone help?Complaints
I today spent 2 hours on chat asking for my legal right to cancel my renewal within 14 day cooling off period. I was told I could not go back to my old contract and I either took the new contract or they cancelled completely. i asked to be put through to complaints who literally told me to speak to the team I had just spoken to. When I asked to raise a complaint they said they would and would close immediately as they had gave me advice. They did this and I now have an email saying you are happy you resolved my complaint!!!!! To make matters worse they suggested I call in next time.