complaining about virgin media?

[faze]

What is the best way to complain to Virgin media about their service?
And how good are they in dealing with complaints?

I have made a thread on here about my speed being slow and I was paying for a service for at least a year without getting the service I was paying for.
Also, I spoke to the technical services twice and they were unable to resolve anything and came up with a lot of B.S

If it weren’t for the very useful advice from various posters on this forum I would be still ringing up the technical support everyday etc !!

[General Maximus]

it depends on what you mean by spoke to tech services because the indian call center guys are worse than useless. If you are happy to use newsgroups you would better off speaking to the tech guys through there just to make doublely sure they can't help you.

[esdxc37]

either phone cust service on 150 or this link https://help2.virginmedia.com/assets/customer_zone/complaintformCZ.html

[caph]

This is what I was told by tech support on the newsgroups (thankfully my issue has now been resolved so I never needed to take this route) :-

The best course of action would be to write a letter of complaint to the
Chief Executive's Office. The address you require is;

Chief Executive Office
Customer Support
Virgin Media
PO Box 238
Wythenshawe
Manchester
M22 0WJ

Be sure to quote the fault reference for your capacity issue.

[faze]

it depends on what you mean by spoke to tech services because the indian call center guys are worse than useless. If you are happy to use newsgroups you would better off speaking to the tech guys through there just to make doublely sure they can't help you.

Yeah i was talking about the indian call centre ppl.One guy told me that i had to wait for my modem to restart and i would get increased speed.I think he just made it up to get rid of me as there was no change in speed.

The ppl on the newsgroup were very efficient and arranged for an engineer to visit in a week's time.

[Druchii]

Yeah i was talking about the indian call centre ppl.One guy told me that i had to wait for my modem to restart and i would get increased speed.I think he just made it up to get rid of me as there was no change in speed.

The ppl on the newsgroup were very efficient and arranged for an engineer to visit in a week's time.
No, your modem does restart, and afterwards there is supposed to be a speed change for an upgraded service.

Mine rebooted while the lady was on the phone, and lo and behold, 10Mb! (When it was top package... MAn, i saved pocket money for that speed :p:)

[The Jackal]

This is what I was told by tech support on the newsgroups (thankfully my issue has now been resolved so I never needed to take this route) :-

The best course of action would be to write a letter of complaint to the
Chief Executive's Office. The address you require is;

Chief Executive Office
Customer Support
Virgin Media
PO Box 238
Wythenshawe
Manchester
M22 0WJ

Be sure to quote the fault reference for your capacity issue.

Can anyone else verify this address ?

[CrowmanUK]

Fill in the online complaints form here http://www.ispa.org.uk/

Within a few days somebody from the ispa will call you and escalate it to VM, then a rep from the customer care service will contact you, they usually get the ball moving very swiftly.

[chickendippers]

It's only fair that you follow Virgin's internal complaints procedure before resorting to outside authorities. The procedure and contact details are laid out in the Code of Practice: http://allyours.virginmedia.com/pdf/code_of_practice_0607.pdf

[Joxer]

Or this link:

http://www.virginmedia.com/customers/contact/complaint-feedback.php

First hit for:

http://www.google.co.uk/search?q=site%3Avirginmedia.com+complaints&ie=utf-8&oe=utf-8&aq=t&rls=com.mandriva:en-US:official&client=firefox-a

[caph]

Or this link:

http://www.virginmedia.com/customers/contact/complaint-feedback.php


I'd just like to comment on the Contact Us mentioned above. The complaints form listed on that page I found to be completely useless. I got the distinct impression that mine got forwarded on to first line tech support. It took about 4 days for someone to reply "Wait a while it may get better"!!! Then another 4 days for someone else to say "There's a problem with your upstream power level you need an engineer". Turned out there wasn't a problem.

Basically what I'm saying is don't pin any hopes on the online complaints form.

[chickendippers]

I wrote a letter, got a call a few days later and the guy fixed the issue with my bill where Customer Care had failed.

[CrowmanUK]

I used the ISPA because I was fed up at being redirected back and forth between departments, each of them saying that I had to deal with the other department and nobody really knowing and helping me out. The final straw was when 2 managers promised to call back and never bothered.

[broadbandbug]

Can anyone else verify this address ?

Yes that address is the correct place for complaints

[Sirius]

Sometimes the complaint form on the virgin website doesn't work so best to use the email and postal address on

***********************

Also, there is solicitor service there that can help you and give advice

Looks like spam to me