Tony_
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Re: Virgin Media O2 ID - still can’t log into my account
Chrissielou Sorry to hear about that... I appreciate that they have to go by the rules, but it all seems to be weighted in favour of the company... giving them every chance and more...much more than they deserve. I found that out when I had some dealings with the Financial Ombudsman a whiles back. Perhaps take some comfort in that if cases start to be accepted by the Ombudsman all for the same issue, then that may trigger a more general and hopefully more positive response from VM. I have now got 14 days to submit the rest of my evidence. (Hope there is not a limit to how many items you can upload!) Don't give up. Good luck! Tony_48Views0likes0CommentsRe: Virgin Media O2 ID - still can’t log into my account
JPL8... Just had confirmation that my case has been accepted by the Comms Ombudsman. Thought they might have to defer it as 8 weeks from my (first) written compliant is still is a couple of weeks away... but they may be taking it from my initial telephone call... Whatever... The 8 weeks timeframe is a little bit open to interpretation. Never mind. I now have hopefully a little light at the end of the tunnel. Tony_31Views1like1CommentRe: Virgin Media O2 ID - still can’t log into my account
I have already emailed Emma with my issue although as you say she is picking up most of the issues through that FB group... and a lot of real horror stories there of missed hospital appts due to lack of email access or holiday/travel information stuck in the system. My issues seem to pale into insignificance. I really hope it does something, but to VM it seems to be water off a ducks wotsit. They seem to feel immune. I only just found out they are not even obliged to have an FOI officer. Just gives them one more opportunity to hide behind a corporate image that is just made up of fancy words without the need to provide a genuine customer service. Tony_81Views0likes0CommentsRe: Unable to log into my account
You know... what I have learned today is the term “escalation” in VM is absolutely meaningless. When I worked in a corporate setting if an issue was “escalated” it meant that it had a priority and a resolution/fix or whatever was needed and had to be done "now"... and failure to resolve it would mean that senior managers would be instantly involved wanting to know the reason why. VM have redefined “escalation” to mean it’s not really important any more... We haven’t been able to fix it in five days so it don’t matter. Just throw it on the pile. No manager to worry about … no timescales to adhere to… No progress report to make… No-one has to “own” the problem or be responsible for it. It’s only a customer! Tony_29Views0likes1CommentRe: Unable to log into my account
I am not sure… I am not exactly convinced of that… But I would argue that having access to my contract, my bills etc is all a part and parcel of the package I pay for. If my bank said we got your money and sorry there is a problem with your access to see your account but that is not part of our service… I would not be very happy. Part of my suggested resolution to the Ombudsman in my case is the option to cancel my contract without penalty because of an ongoing issue that seems to have no end in sight. I agree that if a customer suggested that option then VM would fall about laughing… but if forced upon by an ombudsman or similar body then it might be different. I am sure that is very convenient for VM that if an issue lasts longer than five days then it can just swept away without them bothering about it. Without the need to provide any progress report. It can just be forgotten. Don’t do a lot for keeping customer happy though… do it? Tony_15Views0likes0CommentsRe: Virgin Media O2 ID - still can’t log into my account
One giant leap forward… I have submitted my case to the Communications Ombudsman… and I have a case reference etc. I took the suggestion and went from the date I contacted VM rather than the date I wrote a formal complaint and that seemed to have all gone through. I thought I was going to run out of room filling in the part asking what the supplier should do to rectify the problem… But I completed it and without a single expletive… I did some adding up of my call logs on my mobile to Customer Service since July… It came to 10 hours! That does not include a few more calls on the land line. So… we shall wait and see… Tony_52Views1like0CommentsRe: Virgin Media O2 ID - still can’t log into my account
JPL8 That"s intetesting about the 8 week timeframe... I was told different which was why I was waiting...I have an account already set up with them and ready to go.. If you have made progress thats great... I will give it a try... see how it goes... thanks for the update. Tony_70Views0likes0CommentsRe: Virgin Media O2 ID - still can’t log into my account
Chrisselou Thst sounds good... looks like you have made progress... well done! It looks like the 8 week timeframe is in place so I can't go for another couple of weeks but never mind... I will be following you soon... presumably as well that the more complaints they receive on the same subject the more weight it will add to the fact thay something within Planet Virgin ain't working too well. Tony_67Views1like0CommentsRe: Unable to log into my account
Hi Casper57 I am in same boat... no access to account since July… I have made a complaint to OFCOM… But I agree with JPL8 that you need to put a case to the Communications Ombudsman (I am in the process if doing just that). Just to let you know that I have had my login problem passed to IT and/or escalated … and was assured of a return call … twice actually… only to find out that the first ticket had been closed because of a “misunderstanding with nature of the problem” and then the second ticket closed for an “error with the email address”… whatever all that means! I now have another ticket open which forces me to call CS every few days not just to check for an update (not that I am expecting one), but to ensure it remains open maybe until the ombudsman can investigate. Tony_100Views0likes0Comments