How to Make a Complaint to Virgin Media? Complete Guide

Are you facing any issues with your Virgin Media service and wondering how to make a complaint to Virgin Media? There are several options that Virgin Media offers to its users for making a complaint.

To make a complaint to Virgin Media, you can contact them via phone, email, online methods, post, or the Virgin Media forum.

In this detailed guide, you can find the solutions to your ‘How do I escalate a complaint to Virgin Media’ question. Read on.

How to Make a Complaint to Virgin Media?

Several users use Virgin Media services, and hence, the company offers various ways to its customers to reach out to them.

These ways aren’t just limited to online methods but offline methods as well. Let’s discuss each method to make a complaint to Virgin Media in detail.

Solution #1: Reaching Out Through Online Form

One of the easiest ways to make a complaint to Virgin Media is by reaching out to them with their own online form.

However, note that you will have to wait for the Virgin Media team to reach out to you in this method.

It may take up to 48 hours for them to acknowledge your complaint and 28 days for them to resolve it.

Now, let’s see how you can make a complaint to Virgin Media using their web form:

1. First, visit the webform page from here.
2. Next, sign in using your Virgin Media username and password.
3. After logging in, fill the form.

Keep in mind that you will have to give details regarding which service you’re complaining about and what the complaint is about.

Solution #2: Reaching Out Through Email

If you don’t wish to make a web form complaint, you may opt for email. But, here too, it may take them up to 28 days to respond to your complaint.

However, in most cases, they may reply within a week.

Now, you may think, ‘How do I contact Virgin Media by email,’ well, here’s what you need to do.

As Virgin Media doesn’t offer contact support through email, you can contact the CEO itself on lutz.schueler@virginmedia.co.uk.

Typically, users get a standard reply that their complaint is redirected to the Executive Complaints Team. After that, you may get a response within 28 days.

Solution #3: Reaching Out Through Social Media

Complaining on social media can help in getting the attention of the Virgin Media team, especially if you think they aren’t taking your complaints seriously.

After all, the brand wants to portray a good image.

Here are the handle names of their social media accounts:

• Twitter: @virginmedia
• Instagram: @virginmedia
• Facebook: Virgin Media

Next, here is what you can do:

1. Login to any of the above-mentioned social media platforms.
2. Next, you can write a complaint, depending on the platform.
3. For Instagram and Facebook, message them or comment below their posts.
4. For Twitter, write down the complaint and tag them in your tweets.

Hopefully, if Virgin Media has a great social media team, they will reach out to you immediately to hear your concerns.

Solution #4: Reaching Out Through Post

Although a bit slow, you have the option of sending your complaints to Virgin Media via post.

In addition, if you wish to cancel your Virgin Media subscription, you can do that via post too on a 30 days’ notice.

All you need to do here is write the complaint letter and post it to the address given below:

Virgin Media,
Sunderland,
SR43 4AA

This isn’t the best option as you will have to go and post the letter specifically. Additionally, there is no timeline for how many days it will take for the company to respond through the letter.

Solution #5: Reaching Out Through Virgin Media Forum

One of the best methods for writing and solving your complaint quickly is posting about the issue on the Virgin Media Help Forum.

A major benefit of this solution is that many other Virgin Media users, who might’ve faced the same troubles, can offer answers. Hence, you won’t have to wait for weeks to solve your issue.

In addition, the Virgin Media team might also reach out to you in case of any problems via private message.

Here is how you can post about a complaint or issue on the Virgin Media forum:

1. First, go to the Virgin Media Help Forum.
2. Next, log in using your credentials.
3. Then, quick search questions to check if other users had the same complaint.
4. Or post a question or complaint to receive some answers.

Solution #6: Reaching Out Through Phone

If you’re someone who requires quick and direct communication to voice out your complaints, then you can call up Virgin Media.

This is also a suitable method if you want a solution to ‘How do I escalate a complaint to Virgin Media?’

Note that the typical waiting time to speak with a live agent is one to seven minutes.

Here are a few more things you need to remember:

1. Virgin Media complaints phone number is 0345-454-1111 for any phone.
2. For a Virgin Media phone specifically, you have to dial 150.
3. For TV or broadband-related issues, you’ll have to press 1.
4. For Virgin Media phone-related issues, you’ll have to press 2.

You also need to ensure that you’re talking to the Virgin Media customer care team during working days and hours. These are:

• Monday-Friday: 8:00 AM to 9:00 PM
• Saturday: 8:00 AM to 9:00 PM
• Sunday: 8:00 AM to 6:00 PM

So, ensure that you follow the instructions mentioned above for calling Virgin Media support correctly.

Solution #7: Reaching Out Through Live Chat Support

Another way to communicate and express your complaints directly with Virgin Media is through their live chat support.

It’s also usually quick and hassle-free. However, live chat support can only guide you further on what to do instead of solving your complaint.

Here’s how you can start live chat support with Virgin Media:

1. Go to virginmedia.com.
2. On the homepage, click on the chat icon beside the home icon.
3. Then, the live chat window will open.
4. First, you will have to communicate with a digital assistant/bot.
5. Further, the digital assistant will connect you to a live agent.

Again, be mindful of the working days and hours mentioned in the above solution.

What Happens After You Have Sent a Complaint to Virgin Media?

It’s necessary to know what happens after you have sent a complaint to Virgin Media. This can help you gauge what to do next.

Typically, this is the process that follows:

Step #1: You Make the Complaint

First, you need to follow any of the above solutions to complain to Virgin Media Customer Service.

After making the complaint, don’t forget to track any updates or progress on this page.

Step #2: Virgin Media Receives and Resolves the Complaint

Once you have filed the complaint, Virgin Media might take up to 28 days to resolve your complaint. However, in some cases, it might be less than seven days too.

Step #3 (Optional): Reaching Out to an Ombudsman

However, if there is any disagreement or no solution regarding your complaint, from both sides, including you and Virgin Media, reach out to an ombudsman.

An ombudsman stands for an official that can investigate your complaints regarding any organisation or company. For example, the Virgin Media complaints ombudsman is CISAS.

Now, to present your complaint to CISAS, you’ll need to have a deadlock letter from Virgin Media company. This letter states explicitly that neither of the two parties can arrive at a consensus regarding your complaint.

In all, you can make a complaint to Virgin Media via an online form, email, live chat support, phone call, social media, letter, online forum. You may escalate it with the help of an ombudsman too.

Read Next: Why Virgin Media WiFi Keeps Dropping?

Final Thoughts

There are several solutions on how to make a complaint to Virgin Media. You can just follow any of the solutions mentioned above to put your complaint across them.

However, bear in mind that the company may take up to a month to resolve your complaint. Therefore, you also need to track your complaint about any progress constantly.