Very serious enquiry/complaint to Virgin Media

Reds-on-Sea · 28 May 2012 at 12:25PM

Hi all.

I have to contact Virgin Media head office about a very serious matter (I don't want to go into it right now on here, but it really couldn't get any more serious than this).

I'm not exaggerating when I say life changing stuff.

I'm not great on the phone, I may get very upset and frustrated anyway and I don't want to miss anything out or let them fob me off. I've just been clicking around the useless 'contact us' section on the website. There's the option to phone or to write by post.

I also don't want to sit around for weeks awaiting a reply by post (not just because I'm impatient), but because there are other matters which are also time sensitive which may be affected by their speedy reply or cooperation.

I've been passed the email of the CEO Neil Berkett which appears to be fairly available online. I'd like to know whether anyone has ever use this email address, got a reply or had any joy. I don't want to email an out-of-service email address.

I've phoned the 'customer services' line, and they've informed me that this is an issue for head office, I just can't risk it to get lost in the system.

Has anybody got another head office email or direct telephone number that they can share with me please?

Many Thanks

Rich_T_2 · 28 May 2012 at 1:03PM

Wow, i can't even imagine what it must be and i can't help you with the contacts. Best of luck getting it all sorted though and if this is an issue which could affect other VM customers please let us know,

ilikewatch · 28 May 2012 at 1:52PM

I had occasion to email Neil Berkett a couple of years ago when I was had got absolutely nowhere chasing a serious complaint via normal methods. I received a call back within a couple of hours from someone within the executive office, and my problem was completely resolved on the same day.
If you do not wish to discuss your problem by phone then make this clear in your email.

Reds-on-Sea · 28 May 2012 at 2:13PM

awe, thanks.

tbh, I did write a whole post explaining the situation, ready to post on here, but it's the kind of thing that would attract a lot of attention and I didn't want it getting out of hand (and potentially going to the press)

sorry, I know how frustrating it is not to have all the info, but it's basically regarding them putting a temporary block on a landline phone to someone in a vulnerable position because they'd made more calls than usual (nothing crazily excessive), without their knowledge, between bills, when they'd never missed a payment or been a bad customer (and had previously had similar sized bills).

Unfortunately, the timing of this block was ridiculously bad - and I really mean could not have been any worse - and the consequences were very tragic

. I need to contact them to find out whether any calls were made on a certain day at a certain time. It's for my own peace of mind really, but it does need addressing, and the customer services people can't help me.

I'll send my email to Neill Berkett, and maybe try and find another generic address to cc in. I don't mind talking it over on the phone once I've explained the situation to them, I just don't want to do it in the first instance.

Many Thanks

Reds-on-Sea · 28 May 2012 at 2:15PM

And I can understand why they put blocks on, but my particular case is hopefully a one-off. It may help them to change their policy, or just to make more of an effort to contact the user about a block. There was an answer phone on, they could have left a message...

Very serious enquiry/complaint to Virgin Media

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