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VM complaints handling
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Old 29-06-2017, 14:18   #1
Piotr Lato
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Post VM complaints handling

Is it just me or is Virgin Media terrible at resolving complains often denying what was said by previous representative. And their unwillingness to respond in writing.

I have started a petition on change.org for Which?, to launch a super complaint to Competitions and Market Authority against Virgin Media for not handling written complaints when requested and insisting on phone only contact. Leaving you without any evidence of what was said by representative.

Petition link: http://www.change.org/p/which-consid...t-virgin-media
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Old 29-06-2017, 15:11   #2
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Re: VM complaints handling

There are lots of stories of people being offered the Earth, then when nothing happens, they call again to be told those infamous words "we have no record of that" or "there's nothing to say that in the notes".

When it's pointed out that they say that the calls are recorded, remarkably, these type of calls are always unobtainable or weren't recorded for some reason​.

A petition is a good idea, it might embarrass them into sorting this out.
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Old 30-06-2017, 00:24   #3
Piotr Lato
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Re: VM complaints handling

Just because I can I posted a petition link on VM forum.
Response from moderator is telling
"You are receiving this message because you [insert offence]."
I think that sums up VM level of customer service care. Not even bothered to give a reason.
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Old 30-06-2017, 12:03   #4
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Re: VM complaints handling

I have a thread in the VM Forum that started in September 2015 http://community.virginmedia.com/t5/...2917052#M47374

They know there is a fault, it also affects many others, and have fixed it temporarily a couple of times. After over 1 year the CEO's office gave me compensation of 1 month free. But now they actually wrote telling me I should take the case to arbitration (CISAS)!

And their reply in April this year did not instil confidence in their complaint-handling:

Quote:
I've just had a long chat with a colleague regarding the complaint, I've been told that this is completely out of our hands, and if I'm being honest, I shouldn't really be as involved as I already am as when a complaint is raised, it's owned by the person who responds and no one else. I'm really sorry I can't help further with this, I know your situation is difficult and I really wish there was more I could do to help, but it's really out of my hands and if you wish to pursue the complaint further, you'd have to follow the advice and recommendations from the reply you had.
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Old 25-07-2017, 03:45   #5
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Thread Closed

I will consider making a more generalised petition that might get more impact.
The thread is now considered closed and petition is no longer active.
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