ntl complaints procedures.

[Madpuppy]

And the saga continues. Although the Bank spoke to NTL direct, thru Jay's phone, assured them that they would not issue an indemnity form unless the error came from the bank, NTL still isn't prepared to transfer the money directly into the bank account. But they will send a cheque, which should take about 2 weeks to reach us. NTL assured Jason that January was not overcharged so they would send a cheque for £115, and refused to provide any compensation. This evening, back at the house, still no internet connection. A phone call to the technical staff finally let us know that Jay's account has been cancelled! Over the past two days, when we inquired about the lack of connection, we were told that the network was down in our area! Back on the phone with Customer services, apparently someone deleted some vital information about the modem, hence the lack of connection. The issue is now resolved, we're back online. We have now checked Jay's bank account and he was overcharged for January! NTL customer services, here we come again...

[rafferty]

Originally Posted by ian@huth

Just read an article on El Reg http://www.theregister.co.uk/2005/01...com_gio_probe/ regarding Gio complaints. In it mentions "Under the Communications Act 2003, ISPs and other comms suppliers must have complaints procedures in place".

It would be a good idea to have the official compaints procedures applicable to NTL and Telewest listed in the "Articles" section if anyone can find out what they are.

I agree with you, they do not have proper complaint procedures in place, I have been overcharged and told it will come off my next bill,and was informed by a manager last Friday they cannot credit my bank account back because I pay by d/d. When I asked for address for customer complaints I was given the customer services address to write to on the back of the bill. Hve been with Cable for 11years, but as their service is so awful I am thinkg of changing. Anyone think Virgin will be better?

[lostandconfused]

Originally Posted by rafferty

I agree with you, they do not have proper complaint procedures in place, I have been overcharged and told it will come off my next bill,and was informed by a manager last Friday they cannot credit my bank account back because I pay by d/d. When I asked for address for customer complaints I was given the customer services address to write to on the back of the bill. Hve been with Cable for 11years, but as their service is so awful I am thinkg of changing. Anyone think Virgin will be better?

surely the customer service adress is a complaints procedure? just because there isnt a specific department that is called, "complaints" doesnt mean there isnt a procedure in place when a customer has a grievance

[harryboy22002]

Originally Posted by samidevils

NTL have a complaints procedure. They have a complaints address. Which is on the back of the Bill normally.

if they answer the phone????

[larry]

Ok What About Poeple Who Can Not Get A Dish This Unfair To Them In The Last Few Months We Had Three Name Change Ntl,ntl Telewest,now Virgin Media What It Go Be Next I Have My Phone Internet And Tv With Cable And I Pay For It . Now We Going To Pay Less Money A Month If There Do Not Let Us See The Channels I Think Not We Have The Same Money Alot This Like Kids In The Play Grond Grow Up And Think Of The People That Pay You Money The People Like Me And Other People Have Your Cable. So If Me To Get Sky I Have More As A Dish Is Not Aloud On The Place I Am So Would Give Up Cable And Have Sky Yes I Would But I Am Not Able To So I Keep All The Sky Channels
vbrep_register("34230604")

[susport]

Does anyone have any methods that have proved at all useful for getting through to Virgin media, and making something happen?

I have phoned them an average of once a day for the last 2 1/2 weeks (including weekends). I have been promised call backs on at least 10 occasions, and have received only three of them.

I have sent two emails (which I suspect go to an account that no one reads-maybe they provide their own broadband services, so can't access their emails), and written one letter. I still do not have the services that i have been trying to get, and in fact have had my phone line cut off into the bargain.

Any advice about how to get something out of them would be hugely appreciated.

Thanks

[SimonB]

Phone 01256 752000 and ask to speak to top level complaints

[cheesenbiscuits]

SimonB, you're a genius.

[Theodoric]

Originally Posted by lostandconfused

surely the customer service adress is a complaints procedure? just because there isnt a specific department that is called, "complaints" doesnt mean there isnt a procedure in place when a customer has a grievance

VM do have a complaints option on the "Contact Us" email part of their website. Unfortunately, they simply ignore any complaints using this route. I tried using it last week to complain about them not replying to a previous email. All I got was another useless acknowledgement promising that they would get in touch soon; this has been followed by a deafening silence.

You can also make a formal complaint to CS over the phone. I did this last night about the refusal to reply to emails and was faithfully promised that action would be taken. It's now over 24 hours later and not a dicky bird so far. I am not holding my breath.

However, I put the following questions to anyone out there.

1) Is there a formal VM complaints procedure?

2) If so, where can anyone readily obtain a copy of it?

3) If it exists does it lay out a definite sequence of steps, including estimated times of each step, that the complainant should follow. Also, does it say what further action can be taken by the complainant if deadlock between them and VM is reached.

If the answer is "no" to the above questions then, as far as I can see, VM do not have a complaints procedure in any normally accepted sense of the phrase.

[catvmaster]

[size="7"]now virgin media have taken over its Customer Concern on 0845 650 3131 thay dont give this number out to every one!!

---------- Post added at 22:01 ---------- Previous post was at 21:59 ----------

Originally Posted by Theodoric

VM do have a complaints option on the "Contact Us" email part of their website. Unfortunately, they simply ignore any complaints using this route. I tried using it last week to complain about them not replying to a previous email. All I got was another useless acknowledgement promising that they would get in touch soon; this has been followed by a deafening silence.

You can also make a formal complaint to CS over the phone. I did this last night about the refusal to reply to emails and was faithfully promised that action would be taken. It's now over 24 hours later and not a dicky bird so far. I am not holding my breath.

However, I put the following questions to anyone out there.

1) Is there a formal VM complaints procedure?

2) If so, where can anyone readily obtain a copy of it?

3) If it exists does it lay out a definite sequence of steps, including estimated times of each step, that the complainant should follow. Also, does it say what further action can be taken by the complainant if deadlock between them and VM is reached.

If the answer is "no" to the above questions then, as far as I can see, VM do not have a complaints procedure in any normally accepted sense of the phrase.

give that number a call mate

[darkzone_lord]

Originally Posted by Theodoric

However, I put the following questions to anyone out there.

1) Is there a formal VM complaints procedure?

2) If so, where can anyone readily obtain a copy of it?

3) If it exists does it lay out a definite sequence of steps, including estimated times of each step, that the complainant should follow. Also, does it say what further action can be taken by the complainant if deadlock between them and VM is reached.

1) From what I`ve been told about the complaints procedure I believe it to be something like this...

E-mails are quickly read and then all non funny ones are deleted. These funny ones then compete for the 'funniest e-mail' competition which is held at the christmas party.

All letters sent to Richard Branson, the Managing Directors office, the Complaints Department, are all redirected to one building somewhere in the country. Where after being checked for bombs and other little nasties, about 1 in 10 is thrown straight in the bin so they can claim they never got it.

The letters are then all sent to India, where they are then scanned into a computer and attached to the relivant account. Then after the 10 days in which they promised to get back to you, someone finally reads the letter and responds in the manor they see fit.

2) These procedure can readily be found at Challenger Deep in the Marianas Trench, located in the Pacific.

3) Their is a time scale in place but it does not use days, it is measured in ice ages. Or 3 months which ever comes sooner. In the case of a deadlock it`s probably best to see an independant adjudicator and mabye get the lawers in.

[Hogweed]

Found this site by accident. Don’t waste your time trying to complain, get treated courteously, or get any kind of professional behaviour out of Telewest/NTL/Richard bloody Branson.

My broadband was next to unusable for 2 months, and my TV service for many months. When I complained politely to them, they put the phone down. Someone who identified himself as a manager tried VERY hard to persuade me to format my hard disk! All complaints were ignored.

I started writing to the CEO who, WEEKS later, would get one of his junior oiks to phone back. They were very polite but knew NOTHING whatever, and again tried to blame my PC. I am a computer engineer, and have at any one time several different PCs, with different operating systems and browsers at my disposal – but still, it HAD to be a problem with my PC.

After several weeks of being treated either with contempt or like a child, I got my MP involved. HE was treated with contempt too, and gave up. I wrote to Ofcom – they snootily told me they “didn't consider individual complaints”. I found various other regulatory bodes, and complained to them (ISP Association etc). All were arrogant and dismissive.

My MP wrote to the Minister for Communications – UTTERLY complacent, and made his response sound like he’d got something dirty in his hand by touching an e-mail from me.

The fact is, you have NO redress against this utter shower; they don’t give a toss about you, and neither do any of the other Fat Cat regulators etc.

Abandon them in droves, as I am about to do. The only thing Branson and his like understand is money – or the threat of losing it.

However, if you want to waste some of your time:

Mr Steve Birch
CEO
NTL/Telewest
National Customer Liaison Centre
Evolution House
1 Chippingham Street
Attercliffe
SHEFFIELD
S9 3SE

[Bluey69]

Here is the name and address of a contact i am dealing with at VM.

Ryan Pursey
Customer Loyalty & Resolution Manager
Virgin Media
PO Box 333
Matrix Court
SWANSEA
SA7 9BB

You never know he may be able to sort out your problems. I doubt it though if he is as much use as everyone else in VM's customer services.

[Doofy]

Originally Posted by Bluey69

Here is the name and address of a contact i am dealing with at VM.

Ryan Pursey
Customer Loyalty & Resolution Manager
Virgin Media
PO Box 333
Matrix Court
SWANSEA
SA7 9BB

You never know he may be able to sort out your problems. I doubt it though if he is as much use as everyone else in VM's customer services.

The very same person who helped sort my own bill when i was overcharged by quite a large amount. He was polite,informative in his letters to me and above all understanding and managed to sort my overcharge simply and quickly. They still get my bill wrong every month and will no doubt have to go through it again but from my experience the man is a star.

[ntluser]

I actually feel sorry for Customer Service staff because they are the Virgin Media cannon fodder sacrificed to the customer when things go wrong.

Many of the things that happen are not their fault and often the responses they give to you are from company policy scripts dictated from on high.

They are in a high pressure situation from justifiably irate customers on the one hand and policy-enforcing company managers on the other.The proverbial rock and a hard place.

Invariably when the company has to make cuts it is Customer Service staff who are among the first to go which adds additional stress.

The best route to go is to complain directly and regularly to those who make policy as it's very easy for them to be unaffected when others are in the firing line, but not quite the same when they are in your sights.