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Erik Ribsskog

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Ofcom reference: 1-266978842

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Erik Ribsskog	Tue, Aug 5, 2014 at 5:42 PM
To: OCCtelecoms Cc: info@cisas.org.uk Bcc: Phso Enquiries
Hi, thank you for your e-mail! I send a copy-email to the internet adjudicator then. I tried to look more at Virgins website now, and had a chat with Phil. But when I tried to call the mobile-number he mentioned, then it wasn't free, (anyway), and I'm out of credit on my mobile, since I haven't gotten my jobseekers allowance lately. And I attach a copy of the conversation with Phil. I think it's strange they don't have an e-mail-address. I used to be with BT Broadband, (from 2006 to 2011), and they were possible to e-mail. But when I moved to Sunderland, in 2011, then BT sent me a cheque, for around £150, I think. So they must have double-charged me, for some months, I think. And then discovered this, later. I really wanted to use a credit they had. But I think what happened was that BT double-charged me instead. So like some sharia, or something? So BT freaked me out, I have to say. And that's why I chosed Virgin now. But if I'd known they don't use e-mail, then I would have chosen Talk Talk, (or another internet-supplier), I think. Just to try to update. Thanks again for the e-mail. Best regards, Erik Ribsskog On Mon, Aug 4, 2014 at 1:39 PM, OCCtelecoms <OCCtelecoms@ofcom.org.uk> wrote: > Ofcom reference: 1-266978842 > > > > 04 August 2014 > > > > Dear Mr Ribsskog > > > > Thank you for contacting Ofcom about Virgin Media Ltd. > > > > Although we are unable to get involved in individual disputes, I realise > that you have approached us for help and will explain how you can progress > your complaint. > > > > If you have already contacted Virgin Media Ltd and feel you have been dealt > with poorly or unreasonably, you can ask them to take your complaint to a > higher level. You can find out how to do this from your service provider’s > code of practice. This should detail their full complaints procedure and > will be available through its website and customer services. Some service > providers also print complaint information on the back of their phone bills. > > > > You are likely to resolve your dispute by following the complaints > procedure, but if you exhaust this and remain unhappy, you should ask your > service provider to send you a letter outlining their final position. This > is known as a ‘deadlock’ letter. > > > > Once you have received a deadlock letter, you may be able to take your > dispute to an Alternative Dispute Resolution (ADR) scheme. You can also take > your dispute to an ADR scheme if it remains unresolved 8 weeks after you > first complained. > > > > An ADR scheme is an important piece of consumer protection which every > service provider has to belong to. They are free and independent services > available to residential or small business (up to 10 employees) customers. > Service providers must abide by an ADR’s decision, but if you are > dissatisfied with the outcome you are free to consider legal action. > > > > For information, Virgin Media Ltd is a member of the Communications and > Internet Services Adjudication Scheme (CISAS) for the purpose of ADR. You > can contact CISAS at: > > > > CISAS > > International Dispute Resolution Centre > > 70 Fleet Street > > London > > EC4Y 1EU > > > > Phone: 020 7520 3827 > > Email: info@cisas.org.uk > > Website: www.cisas.org.uk. > > > > With regards to the quality of customer service given by your provider, > whilst this does not fall under our remit, it is in a provider’s own > interest to treat their customers well. Additionally, we record all of the > complaints we receive, so can identify issues of general consumer concern. > If we notice a particular increase in similar complaints against the same > provider, we may raise this with them for internal review. > > > > I hope you find this information helpful and can confirm that I have > recorded details of your experience. If you need more advice, you can visit > our website at: www.ofcom.org.uk or phone the Consumer Contact Team on: 0300 > 123 3333 or 020 7981 3040. You should quote the reference number at the top > of this letter. > > > > Yours sincerely > > > > Charlotte Sperry > > Consumer Contact Team > > > > > > > > ________________________________ > > ****************************************************************************************************************** > For more information visit www.ofcom.org.uk > > This email (and any attachments) is confidential and intended for the use of > the addressee only. > > If you have received this email in error please notify the originator of the > message and delete it from your system. > > This email has been scanned for viruses. However, you open any attachments > at your own risk. > > Any views expressed in this message are those of the individual sender and > do not represent the views or opinions of Ofcom unless expressly stated > otherwise. > ****************************************************************************************************************** 2 attachments virgin1.jpg 86K virgin2.jpg 81K

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