On Wed, Nov 4, 2015 at 9:03 PM, Panny Malialis <[email protected]> wrote: > Hi, > > Is anyone with a clue from Virgin media (broadband) on this list by any > chance please? > > I'm at my wits end with their tech support and losing the will to live. This > is my last ditch attempt to resolve it before an ofcom complaint goes in.
Hi, Ofcom do not investigate individual complaints; that's the job of the ADR scheme (Ombudsman Services or CISAS). Virgin are in CISAS. The process is documented at http://consumers.ofcom.org.uk/phone/problems-and-complaints/resolving-problems-with-your-landline-or-home-internet/. However, as Virgin Media are members of the ISPA, you can also complain to them. Their procedure is at http://www.ispa.org.uk/consumers/complaints-procedure/. The main advantage of the ISPA scheme is that you only have to wait 10 days after making a complaint before you can contact ISPA, whereas you have to give the CP eight weeks if you use the ADR scheme. The ISPA scheme will also escalate to the ADR if necessary anyway. I can see that Hotlinks is also a member of the ISPA and CISAS. Is this not a consumer or small business complaint? If this is not a consumer or small business issue, you can use your ISPA membership to engage their discounted dispute resolution scheme. Good luck, Alex
