Virgin Media Problem

IssyG

Dear All,

Am at wits end with a problem with Virgin Media which I am beginning to despair of ever resolving.

Any advise would be greatly appreciated.

We had Virgin telephone and broadband for a couple of years then started getting trouble with broadband which was going off increasingly, requiring everything to be switched off and unplugged several times a day, sometimes several times an hour, often within minutes of being back online.

The account is in the name of my husband who doesn't do internet and barely the phone, and Virgin will not speak to me. So we did a letter to Virgin which he signed, to sort the problem out and got no reply. In frustration we took up the sky offer from the 27th July and gave Virgin 3 weeks notification by recorded delivery to cease services from 27th july, reimburse for prepaid unreceived broadband, and adjust the account. I cancelled the DD.

Sky went on, worked perfectly right from the start and ever since.

Needless to say Virgin ignored the recorded delivery cncellation and sent in a standard account. We sent another recorded delivery letter and following further accounts and demanding letters from heads of various depts, a further 3 recorded delivery letters. Total silence in response. They have ignored us completely.

I accessed the online complaints procedure and set it out in an email. 3 weeks later I got a reply. To accommodate they would cancel from the date of the reply and were sorry we were leaving and hoped there was no problem etc etc. I replied by email informing them of the date differential and all the letters. No further reply was forthcoming.

Final demand time and on the reverse of the account was the Financial Ombudsman's details for any disputes. I got in touch with them and they said to go to Otelo who deal with Media complaints. I contacted them and they have replied now to say that Virgin media is not one of their participants and suggested I contact the Communications and Services Adjudication scheme to see if Virgin are one of their members or Ofcom.

In the meantime Virgin have appointed debt collectors. I rang them and they would not speak to me, said I had to get permission. I did a letter for my husband to sign with the full scenario, copies of the letters to Virgin (which were enclosed on previous letters too) and I am hoping he has sorted that (as for different reasons entirely we're not now living together).

Has anyone any ideas as to how to break through this wall of silence and indifference. Clearly if it ever went to court it would get thrown out, but I'm so fed up with it all, and my other half's credit is also going to be affected through having done nothing but change providers.

Rossy.

Can i ask why your husband refuses to speak on the phone??

Sounds barmy.. He calls up.. Gives details.. You take over call

Coulde of saved endless letters and debt collecting demands

Anon

It is worth going over to Cable Forum as they have a lot of Virgin media staff who post on there and manage to sort people's problems quite quickly. Alternatively, people report getting a very swift resolution by emailing the Chief Executive - neil.berkett@ virginmedia.co.uk.

Good luck

Anon

timberflake

Even better try http://community.virginmedia.com/ . Its the official Virgin Media Forum.

kwikbreaks

You won't get anywhere with billing issues on the forum. They told somebody the other day that it is only to be used for technical issues and to phone in on 150