Complaining to CISAS

jcrennie

So long story short - I have an outstanding Virgin Media complaint first raised on the 24th February. Since then I have at least 3 other things go wrong, every time I try and log them, the agents unhelpfully dismiss the reasons with no explanation. I've been promised phone calls back by floor managers and asked numerous times for an update only to be told it is with the back office team and they can't contact them. According to their code of conduct they have a 28 day policy and it is well past that now and the case is still open.

I get nowhere with the contact centre - can I just skip the process now and either go straigjt to CISAS? Or should I continue to wait for Virgin to get back to me, cos I have no idea when/if that might be seeing as they have already broken the SLA and not even bothered to give an update.

Neil_Jones

Complain again and get a deadlock/ADR letter.  Then you can go to CISAS.  Alternatively At least eight weeks have passed since you first complained to them.  28 of March is only four weeks.

If neither apply no point going to CISAS.

What exactly are you complaining about per chance?

jcrennie

Neil_Jones said:

Complain again and get a deadlock/ADR letter.  Then you can go to CISAS.  Alternatively At least eight weeks have passed since you first complained to them.  28 of March is only four weeks.

If neither apply no point going to CISAS.

What exactly are you complaining about per chance?

Fair enough, I just have no idea if all the extra bits and pieces are logged as so much extra has happened since I first raised a complaint about the delay and how it was communicated to me. Everytime I raise something, it gets closed off with no comments.

Virgin made me wait 6 weeks to install services as they claimed I didn't have the cables installed despite me telling them I was confident I did. Turns out I was right. As I WFH, this has caused uncessary stress & financial cost to find arrangements. I've then had a complimentary wifi dongle sent out to the wrong address, Virgin set up an extra DD for the cost of the free dongle, Virgin claim I was happy to pay for the complimentary wifi dongle, call backs as verbally agreed just not happened and overall general terrible customer service causing needless delays, stress and confusion.

Just all round been a terrible experience and numerous departments either not doing their job to a satisfactory standard or spotting basic errors. I've absolutely no confidence in them analysing. I know people will say I should have gone somewhere else but the internet speed twice as good as nearest competitor as well as everything else, so it's a big difference.