So VM ignored a CCCS report - what should I do?

Retrovertigo · 27-09-2009, 23:59

I filed a CCCS complaint with them at the beginning of the summer as my speeds had been terrible for ages.

I believe VM have 28 days to respond to these? But they ignored it. Meantime they moved me to docsis 3 and my speeds went back up to full speed and honestly it slipped my mind for a while.

I had first raised it because I had been paying full price for a couple of years and never receiving full speed. In the evenings I was getting way less than 5 meg so I wanted compensating, as tech support had finally admitted they couldn't ever supply me with anything like 20meg where I live.

I emailed them after maybe 2 months had passed and the email went ignored, but because my speeds had been great, I decided it wasn't worth the hassle. But of course, my joy was short lived and I now find myself with poor speeds again now the student population is back in my area.

Whether I was entitled to anything or not is besides the point. I believe ofcom? allows VM 28 days to respond to the CCCS and they completely ignored it. I feel with what tech support is telling me again, that 5meg is the best I can hope for because of over-saturation, that VM should be brought to task over the ignored CCCS complaint.

What should be my next course of action. They have nailed my hat on money wise for a fair while now. Seems only fair I repay them.

**Paul** · 28-09-2009, 00:00

Care to enlighten the masses as to what a "CCCS Complain" is

28-09-2009, 00:04

http://www.consumeraffairs.com/debt_counsel/cccs.html

is it anything like this

Consumer Credit Counselling Service . But I can not see how this relates to VM ?

Retrovertigo · 28-09-2009, 00:06

No idea!! haha. I was advised by someone here who knew how much I had been messed around, that I should speak to customer services and register a complaint and not go off the phone until I had received my CCCS number.

VM tried there best to wriggle out of actually giving it to me on the phone - always saying they would sort it out once I had hung up and not to worry about it. They really didn't want to give me one. But I persisted, and I can only assume their reluctance to give me the number, meant that it is something they then feel is taken more seriously than a regular complaint. I could be wrong though!

At one point VM even convinced me my router wasn't up to the job and bought a new one off them, discussing with them my reasons for buying it, and no one at VM putting me off. Needless to say my router wasn't the issue at all! So yeah, got messed around something chronic.

edit: found this on the net...
Ask the CSR to log your complaint onto CCCS (Customer Complaints and Correspondance System), you should also be provided with a reference number as this system automatically generates one. This system is regularly audited by Ofcom to ensure that we are compliant with current legislation.

Hiroki · 28-09-2009, 12:39

Make a complaint via their website or ask on their twitter that normally works.

joglynne · 28-09-2009, 17:25

I've been having a look around the net and, unless someone in the know can advise you otherwise, the next step seems to be to approach CICAS. Unfortunately you may have to start the CCCS action again as VM will probably claim to have resolved your original complaint when your speeds were 'sorted' out. (Even though we both know it's the students going home for summer that gives a respite from a chronically oversold BB service in some areas.)

Have a look at this link and see what you think.

http://www.cisas.org.uk/VirginMediaC...actDetails.asp

Retrovertigo · 30-09-2009, 02:52

Thanks for the above link. Going to have a thorough read of it. It is a shame that it is a total lottery when you phone them as to who you get to speak to, as nine times out of ten you get sent abroad and they simply don't understand the "system".

I have emailed them again, and again it has so far gone unanswered. I emailed the CEO or whoever the equivalent is as I had read that got a response. But again, no answer was ever received. I have tried contacting them through the twitter page, and despite them seemingly answering people all day long, my own messages have gone unanswered. Just before summer I even sent a recorded delivery letter to the head man and that has gone ignored as well.

I guess this is the point where you start to feel you are on a hiding to nothing - if they ignore what is a supposed regulatory process, then you know you are stuffed basically :/