Tony_
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Joined 10 years ago
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Re: A Decision from the Ombudsman
Hi I constantly got a slightly different explanation... I was never told that they couldn't fix, it but that it was a very complicated and technical issue much too involved for anyone who did not work for VM to understand and that it would take time to fix and to be patient. But then CS will say anything to end the call and get rid of the customer for a day or so. Someone posted a message here a while back with similar problems to be told by CS that everyone was affected and there were millions waiting to have their account restored... and they were having to do it one at a time. Millions?! Don't think so! They seem to have a half dozen excuses that they cycle through. If they told you that that no-one can fix your problem then I don't know what they expect you to do... It's their system.. they introduced it.. they are responsible for it... they should have the techinical know-how to resolve issues... But.. they just can't be bothered. They can fix things if they want to... It's getting to the person that can do it. Just plan carefully what you expect from CISAS and what you expect from VM and think about what evidence you can use to support your case. Just as a thought it might be worth giving them a ring to see if they will accept your case from the first time you contacted CS by phone... if that precedes the ticket raised on 10th November... Best of luck... it takes time but stay with it. Tony_19Views0likes0CommentsRe: A Decision from the Ombudsman
Hi My issue for restoring account acess was resolved through the Ombudsman... Within three days of submitting my complaint to the Ombudsman and which was passed through to VM, my account access was magically restored... I asked the Ombudsman however to continue with the second part of my complaint concerning their customer services... and this was upheld. Like you, I had spent a long time going through all the various options of trying a different browser etc etc which was all a waste of time... It needs one of them blokes in the back room to press a few switches or reset some vital file... Although in my case it was not just my emails I could not access... it was my whole account... It took a bit of pressure from the Ombudsman and knowing that if they didn't fix it I would be able to leave without financial penalty... Afraid that is my only advice... Hope you get it resolved soon. Tony_65Views2likes2CommentsRe: Email not working for a month - told it can't be fixed
Hi... Actually I did not make it clear in my original posting that access to my account was restored… I submitted two issues to the Ombudsman:– 1) If access to my account was not restored then I could leave VM without financial penalty. 2) An apology and explanation of their chaotic and untested new log in system (an apology from a real person and not just the usual cut and paste rambling excuses at which they are so good at); financial compensation for the hours on the phone; further explanation as to why three written letters were ignored… etc etc. Anyway... within three days of the Ombudsman receiving my complaint and passing it to VM my account was magically restored. I therefore requested the Ombudsman to continue with part 2 of my complaint regarding their customer service. Which he did. (I would still have preferred the executions to a financial award and the letters!) Tony_ (but you are right that VM think that a compensation payment is the answer to the problem... It seems that a legal challenge is the only way of getting them to take action).34Views2likes0CommentsA Decision from the Ombudsman
So after months and months from the introduction of the shambolic VM/O2 login which locked me totally out of my account settings for nearly twelve weeks, the Ombudsman has upheld my case, awarding a compensation payment from VM. When you prepare your case you have to fill in the section that asks you what in your view would be a satisfactory agreement to finalise the issue. Whilst the Ombudsman was reflecting on my suggestion of a public execution of a random ten senior managers, VM in the meantime countered with a legal loophole citing some obscure regulation that this was not within the contractual terms and conditions… even for senior VM managers. (Maybe ten was too many?! Perhaps 5 would have been accepted?!) Oh well! (PS … my compensation payment has now all gone to Cats Protection… and for anyone out there with an issue… look to the Ombudsman… It takes time, but it can be done!)426Views4likes13CommentsRe: Lost Virginmedia.co.uk email password
They have sorta tried to do that... to take away the difference between primary and secondary... but... if I log in to the My Virgin Media app on my phone with what I call a secondary account I get a message at the top saying "As you've logged in as a secondary account holder your access to account information will be limited." Tony_40Views0likes1CommentRe: Email from Virgin saying I need to make a payment
Hi... This is not the first time VM have done this. (Probably won't be the last). They have done this before in April... Sent out loadsa emails about missing payment. I got one saying I owed them money even though payments were on DD... But they missed me out this time round. I made a complaint back then about it re the stress and hassle of checking with my bank etc...and they responded with a £10 credit and an apology of sorts. Would they be so generous again? Tony_43Views0likes0Comments