Virgin Media Complaints Address?
 

Hello all,

Does Virgin Media have a specific complaints address I could write to? I have looked on their website but couldn't find one.

Long story short, I called to cancel my account in March and was told it would be disconnected at the end of April. I cancelled my Direct Debit and thought that was that. Got a letter yesterday from "Moorcroft Debt Recovery Ltd" telling me I owe Virgin £73.

What's ironic is that they promised to pay me £24 compensation for the two weeks I spent without broadband in March (which is why I cancelled in the first place).

Any help would be appreciated. :)

Re: Virgin Media Complaints Address?
 

A very recent thread on the forums goes some way to establishing the fact that no attention is paid to written complaints sent to VM and, with that in mind, if you are 100% sure about the facts as detailed in your post (even better if you have anything by way of proof*) then I would advise as follows:

1. Write to Moorcroft using the Royal Mail Recorded Signed For service advising them that the debt is "in dispute" and that any further correspondence from them in the way of demands or any detrimental information having been recorded against your credit history with regard to same will result in you issuing a formal complaint to the FSA and OFT advising them of their breach of the terms of their licence to trade.

2. Copy that letter along with a covering letter (again by Recorded Signed For) to the home address of the Company Secretary of Virgin Media (these details are available for a small fee from here).

In that letter you should advise the Company Secretary of the facts of the case and invite him to address the matter to your satisfaction within fourteen days - otherwise you will take appropriate action to seek a remedy through relevant third parties.

Seek his assurance, in writing, that the debt is either incorrect, or void and that he has taken the appropriate steps to have your credit history amended accordingly. You will require a copy of your credit file to satisfy yourself that this has, indeed, taken place.

*Proof can be obtained by requesting a copy of all personal data held by VM in relation to yourself and your account under the terms of the Data Protection Act. They may charge you £10.00 to provide you with the information (in fact VM may try to charge you £15.00 if you don't pay the £10.00 by direct debit ;)).

Re: Virgin Media Complaints Address?
 

If l was you, write a recorded delivery letter to Sir Richard Branson and VIRGIN HEAD OFFICE, l believe it is in North London, and your problem should be sorted, don't bother sending it anywhere else, as you won't get a reply.

Go onto the VIRGIN GROUP website and the head office address will be there, I wrote about seven letters to the customers service address, emailed them, about five times and got no where, l wrote to Sir Richard and the matter was dealt withon about a week. send copies of the letters also, best of luck.:)

Re: Virgin Media Complaints Address?
 

With all due respect, whilst it may have worked in your situation, writing to Richard Branson's registered office address on a matter like this is the equivalent of p***ing in the wind.

If this individual has had his / her credit history adversely affected as a result of something VM did then he / she needs to write to a legally culpable individual - in this case the Company Secretary.

Neither Richard Branson in his capacity as a shareholder nor the bricks and mortar at 160 Gt Portland street can be called to account for such behaviour. The Company Secretary can and, believe me, nothing focuses their mind faster than a complaint arriving at their home address.

Re: Virgin Media Complaints Address?
 

try this address:
complaints noone deals with dept,
office of nobody cares,
couldnt give a **** st,
CRA P1
not much help i know,but i bet you feel that this address would probably get you further than you have!!!!

Re: Virgin Media Complaints Address?
 

Wow. I am wondering if it would be easier just to pay them and get it over with...

I know I called to cancel my account and was told it would be done, but how can I prove it?

If I call again to cancel, how can I be sure it will happen?

This is just depressing.

Re: Virgin Media Complaints Address?
 

you wont really need to they would have records of all the mail sent to you about not paying if they hadn't already agreed to you canceling

stand your ground

Re: Virgin Media Complaints Address?
 

every call you make is transcribed on to your account 'footprints',if the person you spoke to has put on the memos that you rang to canx it will be time and date stamped right there on your account,if you ring and they deny any knowledge,ask to speak to a manager and then ask them to check the memo screens on your acc.good luck.;)

Re: Virgin Media Complaints Address?
 

I haven't had any form of contact thus far. No letters (apart from the one mentioned above), telephone calls or anything.

That's what is most annoying. Normally with this kind of thing you'll get a polite reminder, followed by more formal reminders, then warnings and then a final notice.

I came home yesterday to find a letter with "Pre-Court Division" plastered across the top of it. Not nice.

Re: Virgin Media Complaints Address?
 

I see they are still piling on the charm...I got a written apology for a letter like that!

Re: Virgin Media Complaints Address?
 

How did you manage that?

Re: Virgin Media Complaints Address?
 

It was on this site, but the history doesn't go that far back..read about it HERE

Re: Virgin Media Complaints Address?
 

All of the info you require to achieve this is in this thread. If you pay, and have grounds not to, then you are a mug.

Re: Virgin Media Complaints Address?
 

You are probably right.

I think I will give them a ring tomorrow night when I have got my head screwed on and see what's what.

I read in another thread that this number (0845 650 3131) is for "Customer Concern" - worth a try?

Re: Virgin Media Complaints Address?
 

Get them to confirm what has been discussed in an email to you.

Re: Virgin Media Complaints Address?
 

Hello Mr. Angry, l note your comments, but would like to make a comment on the fact, l like to try and help people in a ' debt letter ' situation, and the company mentioned, from a friend that was in a similar situation, l know, they can make life very difficult for anyone who is under the spell, this is why l said ' send copies' and ' record delivery'.

And under a certain legal act, companies are NOT allowed to send out letters to people, that causes stress, and with this certain customer, he was going to cancel his contract, so therefore, it goes from the date he cancelled the contract with VM, and is known as a 'verbal contract' and if you state this to this companies, with the persons name you spoke to, this normally ends it, as does forget these companies get paid by there clients (ie VM) to make peoples life a misery.:)

Re: Virgin Media Complaints Address?
 

Main office: Virgin Media Limited, Bartley Wood Business Park, Bartley Way, Hook, RG27 9UP. Registered in England and Wales (company no. 2591237)

See http://allyours.virginmedia.com/pdf/...ctice_0607.pdf
;)

---------- Post added at 19:21 ---------- Previous post was at 19:16 ----------

More -
What to do if you are dissatisfied:
If you are unhappy we need to know about it as quickly as possible. To avoid delay please contact us by:
Contacting Customer Care call 0845 454 1111 and our customer care representatives will be able to assist you.
Writing to Customer Concern. The address is shown below and on your bill. Your letter will be acknowledged within 48 hours of receipt.
Email using the on-line form found on our web-site. Messages received are responded to by a dedicated team. To avoid any delay, please do not send correspondence to individual representatives’ email addresses. Your email will be acknowledged and dealt with promptly.
If you remain dissatisfied: If a complaint is not resolved to your satisfaction you can ask to escalate the issue to a manager. As it may be necessary for the manager to call you back, please provide daytime and evening contact numbers.
Or you can write to:
Customer Loyalty Manager
Customer Concern
Concord House
Concord Business Park
Threapwood Road
Wythenshawe
Manchester M22 0EY

Re: Virgin Media Complaints Address?
 

Angrygurl, do you have the "lady bumps"?

Re: Virgin Media Complaints Address?
 

How do you mean?

Re: Virgin Media Complaints Address?
 

So why does Virgin Media not have any contact addresses on their web site?-I tried for three hours tel.calling them to get a MAC code-luckily an e mail to customer Services resulted in info being passed on but not the first time-luckily second time round the Customer Services person had a perfect command of English not a very restricted one as has been case in past!
There is no reason that MAC codes could not be sent automatically by e mail-BUT to rely on completely overloaded telephone customer services is totally stupid.
Last but not least I would not have left Virgin but a download speed of 9.5 kb/sec on a Broadband connection of 1100kb/sec is not acceptable-yes that is 9.5 not 90.5 or 900.5kb/sec!!

Re: Virgin Media Complaints Address?
 

Hmmm.. the last ADSL ISP I had the misfortune to get involved with was almost as poor on the download speed, charged £1.00 per minute if you wanted to phone them and Oh Yeah! £35.00 a time for your mac code when you tried to leave.
Don't get me wrong, I'm in no way defending VM just illustrating that's there's plenty worse out there.

Take care. :)

Re: Virgin Media Complaints Address?
 

Does anyone know what the telephone number is for this place?

H56

Re: Virgin Media Complaints Address?
 

so how did the original poster get on?

Semi-On did you call them or just hand over the money to Moorcroft?

I ask because I also recently received a threatening letter from Moorcroft - I thought my account had been closed (we were disconnected in early May) and had no idea I owed any money at all. Suddenly I'm threatened with 'intended' litigation by their 'pre-court division'!

I noticed the advice from 'Mr Angry' and on the phone to Moorcroft explained that the debt was 'in dispute' and any further correspondence in the way of legal threats or marks against my credit rating until its resolution would be a breach of the terms of their licence to trade - the woman didn't know what to say to that :)

I would like to send a letter to the home address of the VM company secretary (as it seems pointless sending them anywhere else) at the same time as this customer loyalty manager person. However, I'm not sure how to use Companies House - it seems like a very useful resource but I'm not sure what documents or details to procure. I was wondering if anyone here has used it and could give me some advice?

Thanks for reading my first post,

Matt

BTW I'll keep you all posted as to how I get on with this in another thread and please ask questions to clarify what I've said as I've probably left stuff out.

Re: Virgin Media Complaints Address?
 

You need the Annual Return plus any changes since (there haven't been any). This will give the company registered office address and directors/secretaries plus their home addresses.

You will find these:

VIRGIN MEDIA LIMITED Registration Number 02591237

Registered Office: 160 GREAT PORTLAND STREET, LONDON, W1W 5QA

COMPANY SECRETARIES

1) GILLIAN ELIZABETH JAMES
Occupation: COMPANY SECRETARY

2) ROBERT MARIO MACKENZIE
Occupation: SOLICITOR


DIRECTORS

1) ROBERT CHARLES GALE
Occupation: ACCOUNTANT

2) ROBERT MARIO MACKENZIE
Occupation/Function: SOLICITOR

I can pm you a copy with all the addresses -- it's public information until the new companies act comes into force when directors' and secretaries' home addresses will no longer have to be disclosed.

Re: Virgin Media Complaints Address?
 

thanks again mr pinkrat

If anyone's interested I'm going to start a new thread to discuss my experience with a similar situation to the original poster just because it might be useful for other future readers who find themselves in this situation.

I've just sent off 3 letters to Moorcroft, the company sec's home address and the customer loyalty manager (see above for address) recorded delivery so it will be interesting to see what replies I get.

Re: Virgin Media Complaints Address?
 

Virgin media head office -
ntl house
bartleywood business park
hook
hampshire
rg27 9xa

if you ring virgin media and ask for head office's address, they will give you the address of their payment centre.

The above address is listed in yell.com.

I'm with b.t. So don't have any of these problems. :)

Re: Virgin Media Complaints Address?
 

don't talk to me about BT. I had sooo many problems with them. I thought Virgin Media were bad!! Took me 4 months of calling nearly everynight to get my billing issue sorted out. Turned out I was in the right & BT had to pay for all my calls & inconvience

Re: Virgin Media Complaints Address?
 

I came across this site:

http://virginmediacomplaints.co.uk/

does anyone know if the phone numbers or emails addresses work?

Re: Virgin Media Complaints Address?
 

Does not seem to be official and therefor i would not trust it. Also seems to be very old

Re: Virgin Media Complaints Address?
 

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Domain name:
virginmediacomplaints.co.uk

Registrant:
Admin Contact

Registrant type:
UK Individual

Registrant's address:
The registrant is a non-trading individual who has opted to have their
address omitted from the WHOIS service.

Registrar:
1 & 1 Internet AG [Tag = SCHLUND]
URL: http://registrar.1und1.info

Relevant dates:
Registered on: 03-Nov-2007
Renewal date: 03-Nov-2011
Last updated: 01-Jan-2010

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Disclaimer
WHOIS lookup made at 00:10:23 02-Jan-2010

Re: Virgin Media Complaints Address?
 

Virgin Media does have a complains director one Sheila Burgess Director of Custoner Retentions and Services Assurance at the Swansea address. I have two letter from her one dated August and one September both promising I will be contacted in two weeks; I am still waiting.
I also have a collection of email confirmation from Virgin saying my email will be answered in six days; I am still waiting.
Virgin media is basically "Crap" from those in the call centres to those in Directors seats all you are is a member number, I had a better service from AOL when I was on narrowband.
Watch this space as I hope Anne Robinson of Watchdog will expose this.

Re: Virgin Media Complaints Address?
 

Interesting :bump: of an older thread.

You may have some success if you contact the CEO's office direct, explaining that your complaint seems to have been ignored. Alternatively, depending on whether it meets the criteria it might be possible for you to refer the matter to Ofcom.