New Delhi:- Virgin Media is now being investigated by the Telecoms Regulatory over the complaints that the customers made regarding the cancellation of the contracts as they have to wait a long to get a call received by the customer care of Virgin Media.
People said the Ofcom about how they struggled to speak to the customer care person/agent by phone as sometimes the call gets dropped and some people have to face long waiting periods to speak to the customer care agent.
Some other people said that they have to make repeated requests regarding the cancellation of the contracts that they had made.
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Virgin Media said over the difficulties to cancel the contracts have got decreased or halved during the past year.
The media company had come under attention in recent months as they have disrupted some of the services that the customers needed and Virgin Media has had to face certain setbacks after the complaints
This problem led to an apology in the month of April when hundreds and thousands of people in the United Kingdom reported that they were not able to access the internet twice a day.
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The BBC news also asked Virgin Media about the problems being faced by the people and whether they have made any improvements in it or not.
All of this comes after the telecom companies raised their prices significantly in April, with Virgin Media telling customers that their bills could increase by an average of 13.8%. Ofcom is also investigating how Virgin Media handled complaints and whether customers were aware of their rights.
The report said businesses should tell customers they have the right to refer complaints to an independent ombudsman. “Our rules are intended to protect people and ensure that consumers benefit from the cheap offers being offered,” Ofcom boss Dame Melanie Dawes said. said.
“This is especially important at a time when households are looking for ways to keep their bills low.” "Today, we are taking steps on behalf of Virgin Media customers to investigate whether the company is creating unnecessary barriers to those wishing to switch."
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Ofcom said it is important for customers to be able to easily switch providers to remain competitive in the telecommunications market. This means that people in other regions can take advantage of better deals and potentially save money.
If Virgin Media is found to have violated the rules, the company could be fined and required to change procedures.
A Virgin Media spokesperson said that “We are committed to providing our customers with excellent service, resolving any issues, and giving them clear options when they leave the company.”
“Complaint rates related to 'difficulty exiting' have halved over the past year, demonstrating our progress, and as we continue to improve the way we handle customer complaints, we continue to monitor Ofcom through investigations. We will continue to make improvements to achieve better overall results.” "experience".
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Virgin Media has been on record for a few days as their services have been delayed and not been useful to the customers and they have reported some complaints in the United Kingdom.