Writing Virgin Media complaint - how do I word this letter??

donna8721

Im hoping that by posting brief details of my story, it may in turn help any of you struggling with Virgin Media.....especially for those who where NOT informed that when you move house, they automatically enter you into a new 12 month contract. I'll keep it as brief as possible I promise!!!

I moved house about 5 months ago now, i spoke to virgin and got my services transferred without a problem. However, about 2 months ago I called them and asked if they could provide me with an additional broadband connection as my pc is in my lil makeshift office away from the house, and despite spending a fortune on an "N" wireless router, due to the fact Im a heavy net user, compy keeps losing the connection. The lady on the phone was great, told me it'd be £9.50 a month but in turn I'd have a seperate connection from the main house (with another 2 pcs for OH, kids, plus xbox live and other various perephials needing a net connection this seemed perfect!) 4 days later, the installation team turned up late and asked me where I wanted my new set top box fitting!! I kindly explained that i didnt want tv, it was broadband Id been set up for, so he rung his area manager who informed me that the charge would be 75 pounds!

Following that, another 2 installation teams turned up, 1 re-wired everything but then informed us that we could only have 1 modem (defeating the whole object, we need 2!) and then the 3rd guy turned up, refused point blank to do anything, gave me a mouthful and "fronted up" to my partner!!

It took about 30 calls for them to finally admit that they couldnt do what they originally told me.......When I requested to cancel they very smugly informed me that I was tied into a contract which I apparently agreed to! - I had no idea!!!!!!! However, my partner managed to get the telephone number for head office and demanded to speak to someone who could actually sort this mess out. The manager he dealt with actually admitted that when pressed, if they have no proof of a contract being agreed to (which they hadnt in my case) then they have no case and have to release you! (the retention team will tell you otherwise though)

Please dont be forced into pay a cancellation fee because of their horrendous customer services, go through to the head office and demand to speak to a manager, tell them you are prepared to take this to court due to the problems THEY have caused!! If you need the number, let me know and I'll nick the OH phone, I know he still has it as we still cant decide what to do!!!

Oh, if you still want to write a letter, Id send it by recorded delivery and also inform them that if you do not get the help you deserve within a set timescale, you'll report them to Ofcom.

Good luck
Donna

m_13

I'm just about to write to Virgin Media myself! We moved to a non cabled area and were charged the early disconnection charge. However, Virgin failed to take the final direct debit despite sending several bills with information about when the direct debit would be taken. I kept ringing asking them why it was not being taken and they just reset the date and sent me a revised bill with the new date on it.

Finally, they sent a final demand to my old address (despite knowing my new address as they picked up their V+ box from it). I rang up the same day, they told me they had cancelled the direct debit and I sent the money that was sitting in my account the whole time to them via internet banking.

A day later and a letter arrived from a debt collection agency. When I rang them to tell them that I had already paid they said they wouldn't speak to me until I had gone through security and demanded my date of birth and my mobile number. I told them that no way was I giving them the information as how did I know they even had it!

I called Virgin back and they apologised, said that they hadn't had the payment yet but would ring me back when it arrived. I had a call on Thursday 5th June to say that they had received the payment and would be pulling the file back from the debt recovery company. However, I've now received another letter from the debt recovery company. I telephoned Virgin Media today to complain and spoke to various people in India all of whom told me that as my account was closed they couldn't transfer to me a supervisor.

I've spoken to the Information Commissioner as I'm unhappy that Virgin Media passed my details to a debt collection agency when they were at fault for not collecting the payment. The supervisor at Virgin Media told me today that the left hand doesn't know what the right hand is doing. Not tremendously helpful. The ICO told me to write to Virgin Media and if I don't get a satisfactory answer from them to report them for a Data Protection violation. Apparently they can only pass the data needed to collect the debt. Virgin Media are trying to say that they provided all their data on me - date of birth, mobile number etc - so I could be traced but I pointed out that they knew where I lived as I sent them a change of address letter and their employee came to my new address to collect the equipment.

I think you are right to say what you want in your letter and outline your complaints. All their calls are recorded so why not demand they listen back to the call where you were abused? It shows on your records each time your account is accessed so they should know the date and time themselves.

I think we all have to stand up against bad service. If you get no satisfaction then why not contact 'Don't get Done, Get Dom' on BBC1. I'm certain they would be interested in a story where somebody with a speech impairment has been abused by a call centre staff member.

Voyager2002

Have you made contact with their customer relations team? I have found the people there to be intelligent and helpful.

Two ways you might play it:
1. telephone customer relations, and when you get to speak to someone state briefly that you have a complicated problem and want to send a letter about it rather than have a long telephone call. Mention that two previous letters you have sent have not been answered, and ask for the name of a specific person who will accept responsibility for dealing with your complaint. Then send your letter, but obviously remove the emotion;
2. find someone who is a good talker, and get them to ring customer relations on your behalf and basically read out your letter to them.

raggamuffin

ok i dont realy know where to start as i have had mega trouble with virgin media for over a year and to be honest have had anouth now,if not to much,
i have even sent a po to obtain copy;s of my file note and to see how many time exactly they had visited me(sent this 3 mths ago) ,never had a response from them and nobody can tell me what has happened to it ,time and time again i have had to wait in for them sometimes not turning up sometimes coming on different days, once when i rang at 4pm to see why nobody had come i was told they did at 10am but saw they needed roof access and left again as they had no ladder!
anyway to get to the point i found this thread and have had a quick read through to see someone said
contact richard branson himself , could someone please tell me how to do this as i have not been able to find an address or email that might get to him PLEASE
i would be quite happy right now to go to his house and shout in his letter box what i think of them :rotfl: :rotfl:
PLEASE any advise on where to go now would be great i have written 4 complaints so far and not even as much as an aknowledgement from them
i am leaving virgin but still think i deserve better from them for all the agro i have had
so if any body could help me i would be very gratefull
thank you :T

sorry for going on and on