I too have recently gone through the complaints process with Virgin Media. They were horrendous at responding to me too. Their call centre staff are clueless and it’s clear that they just follow a script with any deviation throwing mass confusion and further delay.
My advice would be that you need to get things in writing to prove your case if you’re going to take it further. Here are the steps I took:
- Call them several times and screenshot your call logs from your mobile.
- Email them on their contact us page so you have more proof of contact
- On their complaints page it states that you can go through resolver (this didn’t work for me and I wasted 3 month with no reply) - don’t do this.
- I went with CEDR as they’re registered with them (www.cedr.com) and I finally got an official reply where they rectified the issue and gave me compensation.
You just need proof if you’re going to take it further and a little patience because it does take a while!