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Virgin Media High level complaints

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Hi All,

this is my fist post here, so please excuse me if i go outside of any protocols for posting. I have also tried to search for this info on the forum. but was unsuccesful.

I have had an issue with a certain Virgin Media call centre, in so much I have cancelled all my services, with them, 3 V+ boxes, BB and phone, all XXL packages.

I have attempted to speak to a manager about the standard of customer service, however i have been told that if i call in again, they will immediatley disconnect my services rather than the 30 day notice period and they wold still expect me to pay !!

I wonder how many other people have been advised that if they keep trying to call in to complain, that they will have their phone disconnected so that they cannot call in again?

As it transpires, legally they cant as being as vulnerable customer, ofcom regulations say that they must allow me access to basic telephonet services.

In the past, i have been able to speak to VM high level complaints, but now am totally unable to get through to them on the numbers i used to have. I want to make a complaint about the certain indviduals involved in the whole sorry saga, but from past experience i know that putting it into writing is a complete waste of time. Even one of the mamagers that i am complaining about said that i have to address the complaint to him !!

If anyone is aware of a current number for high level complaints, i would be very grateful for it.

Thanks

Comments

  • SarahMoon
    SarahMoon Posts: 262 Forumite
    Hi All,

    this is my fist post here, so please excuse me if i go outside of any protocols for posting. I have also tried to search for this info on the forum. but was unsuccesful.

    I have had an issue with a certain Virgin Media call centre, in so much I have cancelled all my services, with them, 3 V+ boxes, BB and phone, all XXL packages.

    I have attempted to speak to a manager about the standard of customer service, however i have been told that if i call in again, they will immediatley disconnect my services rather than the 30 day notice period and they wold still expect me to pay !!

    I wonder how many other people have been advised that if they keep trying to call in to complain, that they will have their phone disconnected so that they cannot call in again?

    As it transpires, legally they cant as being as vulnerable customer, ofcom regulations say that they must allow me access to basic telephonet services.

    In the past, i have been able to speak to VM high level complaints, but now am totally unable to get through to them on the numbers i used to have. I want to make a complaint about the certain indviduals involved in the whole sorry saga, but from past experience i know that putting it into writing is a complete waste of time. Even one of the mamagers that i am complaining about said that i have to address the complaint to him !!

    If anyone is aware of a current number for high level complaints, i would be very grateful for it.

    Thanks
    I'm sure its only BT that the vunerable regulations apply to. I might be wrong. Its up to virgin who they supply service to.

    Can I ask how you have made Virgin angry enough to threaten you to shut your service off early if you ring?
  • spike7451
    spike7451 Posts: 6,944 Forumite
    SarahMoon wrote: »
    I'm sure its only BT that the vunerable regulations apply to. I might be wrong. Its up to virgin who they supply service to.

    Can I ask how you have made Virgin angry enough to threaten you to shut your service off early if you ring?

    I worked for NTL/VM for nearly 10 years as an engineer & the only time's I've ever heard of them threatening this is debt &/or verbal abuse.
  • theexplorer
    theexplorer Posts: 101 Forumite
    edited 7 January 2010 at 4:15PM
    SarahMoon wrote: »
    I'm sure its only BT that the vunerable regulations apply to. I might be wrong. Its up to virgin who they supply service to.

    Can I ask how you have made Virgin angry enough to threaten you to shut your service off early if you ring?

    I would have thought that the vunerable regulations would have applied to any telephoney supplier, but can't be 100 % certain.

    It is not Virgin that i have made angry, it is 1 individual person whom i want to make a complaint against and that person is blocking that progress in every possible way, therefore i call back. As that person has put notes on my file saying not to deal with me etc, every time i call in, i get hung up on and have no opportuinty to explain the situation, i was even advised that i would need to write in to complaints if i wanted to cancel the cancelation.
  • theexplorer
    theexplorer Posts: 101 Forumite
    edited 7 January 2010 at 4:15PM
    spike7451 wrote: »
    I worked for NTL/VM for nearly 10 years as an engineer & the only time's I've ever heard of them threatening this is debt &/or verbal abuse.

    I can assure you that there is no debt and there has been no verbal abuse, as any recordings of the calls will show.
  • SarahMoon
    SarahMoon Posts: 262 Forumite
    I would have thought that the vunerable regulations would have applied to any telephoney supplier, but can't be 100 % certain.

    It is not Virgin that i have made angry, it is 1 individual person whom i want to make a complaint against and that person is blocking that progress in every possible way, therefore i call back. As that person has put notes on my file saying not to deal with me etc, every time i call in, i get hung up on and have no opportuinty to explain the situation, i was even advised that i would need to write in to complaints if i wanted to cancel the cancelation.

    Way I see it, its only BT that has to provide service as the likes of Virgin and sky et al can supply whoever they wish

    To be honest I find it difficult that one member of staff has risked their job for this.

    Why has it come to this? if it isn't debt or verbal abuse
  • spike7451
    spike7451 Posts: 6,944 Forumite
    SarahMoon wrote: »
    Way I see it, its only BT that has to provide service as the likes of Virgin and sky et al can supply whoever they wish

    To be honest I find it difficult that one member of staff has risked their job for this.

    Why has it come to this? if it isn't debt or verbal abuse

    Agreed Sarah,I almost got the sack after a customer made a trumped up complaint about me in order to get compensation even after I went beyond customer expectations to provide her service even tho,because of the fault,I could have walked away from it by ordering a drop repull.
    Her claims were unfounded.Tell you what tho,it was the last time I bent over backwards for a customer!By the manual from then on!

    theexplorer-
    Where does the person work in?Engineer,installer ect?
  • SarahMoon wrote: »
    Way I see it, its only BT that has to provide service as the likes of Virgin and sky et al can supply whoever they wish

    To be honest I find it difficult that one member of staff has risked their job for this.

    Why has it come to this? if it isn't debt or verbal abuse

    I have got no idea why it has come to this or why one person would risk thier job, if indeed that is what the final outcome would be. I cam only think that this one peson has an attitude problem. It is unforrtunate that on that day, most calls were being routed to one particular call centre due to the others being closed because of the weather. I have since spoken to another call centre, at call centre mannagement level. They have addressed my issue without any problem, they also agree that the other person is out of line and have suggested that there are two ways forward regarding my complaint with that individual, either through an internal complaint or i write in which will apparnatley carry more weight. That brings me round to my original reason for posting which is that as many people know, writing in does not always work and therefore i wish to call the high level complaints dept as they are quite effective if you can actually get through to them. The number i have for them just keeps ringing out so i am hoping that someone would be kind enough to let me now of another number.

    You maybe right about BT and VM, but i would have thought that to cut a vulnerable person off immediatley, especially in this weather and therefore putting that person at risk would be against some regulation being as they did agree to supply the service in the first place. In fact it would alos be a breach of contract to cut you off just beacuse you are trying to make a complaint and a certain individual does not want you to do so.

    As i say, there is no debt and there has been no verbal abuse.
  • spike7451 wrote: »
    Agreed Sarah,I almost got the sack after a customer made a trumped up complaint about me in order to get compensation even after I went beyond customer expectations to provide her service even tho,because of the fault,I could have walked away from it by ordering a drop repull.
    Her claims were unfounded.Tell you what tho,it was the last time I bent over backwards for a customer!By the manual from then on!

    theexplorer-
    Where does the person work in?Engineer,installer ect?

    The person works in custoner services. Even though i wouldn't normally want anyone to get the sack, in this particular case i would, there are more deserving people without a job. That person should not treat customers the way i have been treated. Just because someone wants to make a complaint and insists on wanting to make a complaint is no reason to threaten to cut someone off.
  • spike7451 wrote: »
    Agreed Sarah,I almost got the sack after a customer made a trumped up complaint about me in order to get compensation even after I went beyond customer expectations to provide her service even tho,because of the fault,I could have walked away from it by ordering a drop repull.
    Her claims were unfounded.Tell you what tho,it was the last time I bent over backwards for a customer!By the manual from then on!

    theexplorer-
    Where does the person work in?Engineer,installer ect?

    By the way, i have never had a problem with installers or engineers, i have lways found them very helpful and courteous
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