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Virgin Media Phone Woes
dollydiva
Posts: 302 Forumite
I have posted previously about suffering a crackling/buzzing/squeaking phone line ever since activation, a year ago. This made the line unusuable and I have continued to pay line rental and calls package ever since.
Have had countless repairs, line replaced in garden, diff hook up in box, replacement internal wire/ master, engineers saying they 'don't know' what is causing it.
At the beginning of November, on yet another repair (crackle free for 20 mins and had to call engineer back) I insisted that a new master be fitted right next to where the virgin line came in the house, so there is just 3 inches of internal wiring. Amazingly, this appears to have resolved the issue (so far).
I had lodged a formal complaint with Virgin, as they requested, via email on 1st Oct and this was acknowledged. After waiting 6 weeks, as per their guidelines for a response, I rang the dept and was told they had huge backlogs and to wait. In this conversation I was offered £30 compensation, which I declined. I have never been offered any compensation before from Virgin Media in all these repairs and have continued to pay in full.
After 3 more weeks and no reply, I rang again. I was told that my complaint had been closed. I asked on what grounds, and why I had. OT been informed of this, only to be told that the advisor had listened to my call with the last agent, and as I refused £30, the matter was at an end.:mad:
I was told that I would have to start from the beginning again, and this time by letter. I refused, and have started a case with CISAS. Have no idea if they are any good at all...anyone have any further ideas about how best to get my complaint noticed?
Dd
Have had countless repairs, line replaced in garden, diff hook up in box, replacement internal wire/ master, engineers saying they 'don't know' what is causing it.
At the beginning of November, on yet another repair (crackle free for 20 mins and had to call engineer back) I insisted that a new master be fitted right next to where the virgin line came in the house, so there is just 3 inches of internal wiring. Amazingly, this appears to have resolved the issue (so far).
I had lodged a formal complaint with Virgin, as they requested, via email on 1st Oct and this was acknowledged. After waiting 6 weeks, as per their guidelines for a response, I rang the dept and was told they had huge backlogs and to wait. In this conversation I was offered £30 compensation, which I declined. I have never been offered any compensation before from Virgin Media in all these repairs and have continued to pay in full.
After 3 more weeks and no reply, I rang again. I was told that my complaint had been closed. I asked on what grounds, and why I had. OT been informed of this, only to be told that the advisor had listened to my call with the last agent, and as I refused £30, the matter was at an end.:mad:
I was told that I would have to start from the beginning again, and this time by letter. I refused, and have started a case with CISAS. Have no idea if they are any good at all...anyone have any further ideas about how best to get my complaint noticed?
Dd
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