how to write to Virgin media re: complaint

skintnurse

Hi Guys,

I am a newbie to posting on MSE although have been lurking for years so bear with me if I am in the wrong place.
:j:j:j
I was wondering if anyone can help me with a complaint to the CEO of Virgin Media about his incompetent staff and new customer connections.
:mad::mad::mad:
We joined Virgin with the promise that they would port our old number across from sky talk. However after having the services installed on Friday the guy hands me a piece of paper with "here love this is your new number!" as you can imagine I blew a fuse. :eek: :eek:

Having been advised to call to "just get it changed back" the customer services was appalling. Firstly I was told they could do nothing about changing back to my old number END OF!
After a long discussion and the guy from CS telling me that I had not made a port of number request despite my recollection of the whole conversation I asked for a transcript of my call.
Funny enough then they suddenly could help but it will take 10 days, and NOTHING can be done to speed it up!:mad:

However my problem is that I work from home and need to be in contact with my clients who do not have my personal mobile number or this new temporary number and I cannot contact everyone to say this is my new number but by the way it may change again in 7 to 10 day not sure (doesn’t sound very professional, neither does the disconnection tone they are currently all getting!).
Let alone all the other usual calls like school, family abroad, doctors etc

I have tried to explain to virgin CS that I am loosing a lot of business and need to stay in contact with my clients as I am a self employed specialist nurse practitioner, however there reply is SORRY NO CAN HELP LITTLE LADY JUST BE PATIENT AND GLAD WE ARE BRINGING BACK YOUR OLD NUMBER!:mad::mad:

I would like to seek some form of compensation for my lost business, inconvenience and damage to my reputation from being uncontactable be it even just this months phone rental not being charged for (seeing as it is useless on the basis of no incoming calls)

Hoping someone can help me with a letter/ email as I am appalling at this type of thing and want it to sound professional, as I have managed to get the CEO's personal email address to direct my complaint towards.
:money:
Thanks
Debbie

skintnurse

OMG to top it off just got a call from customer services:j:j:j:j:j:j
FANTASTIC NEWS Mrs ........ we have managed to get your number changed back in 48 hours time:j:j:j:j
.......GREAT I said so just to confirm that my old number ****** will be back in service in 48 hours....:D:D:D:D:D
ERRRRR oh no thats not the number we imported across we have changed it to ARRRGGHHHHHH another new number:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
im gonna scream what is the point in CS ?:(

wealdroam

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alistair.long

Ask someone to send you a email of what they expect you to happen and what you are happy with,
many people will say cannot send a email, so tell them that you will record them on the phone and use it as a legal contract.

Have them confirm in the email the time the number is likly to be ported and also the number you have.
See how it goes and make a complaint later, there not bothered, there getting paid wages and nobody gets in trouble, its only when they loose money because of someone then they start disaplining someone

sjbrun

Is your contract with virgin media a personal contract or a business one? they usually have different tarriffs for each type?

arcon5

Maybe consider publishing an 0800/0845/0870 alongside your landline number so if anything ever happens calls can be forwarded elsewhere..

baza52

As the OP wants compo for lost business i would asume its a Business contract and not a Residential one.
If it IS a residential line they will have no chance of claiming.

RadoJo

Here is the page where they list addresses for their business service: http://www.virginmediabusiness.co.uk/about_us/office_locations.aspx

I would suggest that you check what their Ts and Cs say about the service levels that they commit to for business users and what compensation they offer when they fail to meet those levels. Outline the difficulties you have had (briefly) and quantify the losses you have suffered (not sure that loss of reputation will come into it unless you can prove definitively that you have lost business as a result) according to their compensation scheme, and then ask them for that figure to be applied to your account or paid to you direct.