CISAS

@stewartabel73 @virginmedia Hi Stewart, If you have a query about an active or closed case with CISAS, please drop the team an email to cisas@cedr.com Please include your case reference number. Holly

@virginmedia Fastest in what sense? I've waited 12 months for an email.....7 weeks for a refund.....and now 3 days for a call back. @CISASUK why did you close the file on these crooks? Just because they "said" they would pay doesn't mean they will.

Discover new connections, with the UK's fastest major broadband provider. 🎤 #FasterCloser

@finmentalkg @virginmedia Hi Kate If you have a dispute with VM that remains unresolved after 8 weeks or they have provided their final response, you may be able to refer the complaint to CISAS. lease head onto our website for more information ww.cisas.org.uk

@virginmedia Yes you have had SNR issues apparently fixed and utilisation issues apparently not fixed. This is when the complaints team have to call you daily to update. 10th May and ongoing. @CISASUK can you help to find a resolution?

@virginmedia @CISASUK this is the current level of my broadband. When will the utilisation issue be fixed.

@londonflute @VodafoneUK Thanks Alexandra, apologies for the typo. The same rules apply for complaints against Vodafone. Kind regards Holly

@londonflute @VodafoneUK Hi Alexandra If you have a dispute with Virgin Media that has exceeded 8 weeks or you have received a final response from them, you may be able to refer the complaint to CISAS. Please head onto our website at cisas.org.uk for more info.

@925Ag_rikki Hi Rikki If you have an unresolved dispute with TalkTalk that you would like to refer to us, please head on to our website at cisas.org.uk then click on our 'complain now' button. ^H

@CISASUK SOMETHING NEEDS DOING ABOUT THIS.....

@NarryT2016 Hi Narendra If you have had an adjudicator's decision on this case, the adjudicator will set out their reasons and findings as to how they have come to their conclusion. If anything is unclear or confusing, please drop us an email to cisas@cedr.com along with your case #.

@CISASUK in their conclusion state: "The customer has already been adequately compensated, and therefore his claim for further compensation does not succeed." I have not been compensated with a single penny. How did you reach that conclusion?

@helenwelburn @virginmedia Hi Helen I'm sorry to hear that - if you send us a private message with your case number and email address enclosed I will look into that right away for you. Kind regards Holly

@CISASUK @virginmedia Hi Holly, no one has replied to my email yet. No contact from Cisas since 5 Feb. And still no settlement (was awarded in December!)

Hey @virginmedia you were ordered by CISAS to pay compensation to me on 14 December for poor service ... I’m still waiting ... please don’t make me complain again ... 😖

@helenwelburn @virginmedia Hi Helen Thank you for your Tweet. Please send us an email to cisas@cedr.com along with your case number so that we can look into this matter further. Kind regards Holly

@virginmedia Hmm @CISASUK please could you look into this. You ordered @virginmedia to award compensation on 14 Dec .... I’ve heard nothing!

@Flamezor Hi Dyndre Thank you for your Tweet. Unfortunately CISAS does not deal with disputes with Community Fibre. However, you can refer your complaint to the Ombudsman Services: Communications. You can do so by visiting their website at ombudsman-services.org/complain-now Kind regards Holly

@PsyduckWild Hi there Thank you for your Tweet. Any concerns you have with our staff can be raised with the team manager at CISAS@cedr.com Kind regards Holly

@PsyduckWild Hi there Thank you for your tweet. In order to raise the matter with CISAS, please visit our website here cedr.com/consumer/cisas/ and click 'complain now'. Please ensure you have complained to the provider first. Kind regards Holly

@amycc74 @VirginMediaCorp @virginmedia Hi there, You may wish to put your complaint in writing to the provider. Any relevant email and postal addresses can be found on their published Complaints Code of Practice here virginmedia.com/content/dam/vi… Kind regards Holly

@mosajad @virginmedia Dear Mohammed Thanks for this. You can refer to our website for more information on how to raise a formal complaint with us about your provider cedr.com/consumer/cisas/ Kind regards Holly

@hzlrbbt Hi Chris, When you get to the compensation page, under list of claims to the right you will see an 'add' button. Click that the add a claim. Once done, click 'continue' and it will take you back to the claim page where you can add another and so on. Holly

@daveymac1975 Hi David, This may be something we can assist you with. You can find more information on what steps to take on our website at cedr.com/consumer/cisas/ Kind regards Holly

@CISASUK good morning. I have been advised you may be the best people to discuss an issue with Virgin Media

@Pontemiller Dear Nick Thanks for this. Unfortunately we cannot provide legal advice. You can refer to our website for more information on how to raise a formal complaint with us about your provider cedr.com/consumer/cisas/ Kind regards Holly

@CISASUK 2/2 Also, I'm being ignored, Passed from pillow to post, I've not been offered any other alternative from Sky to protect me whilst online until they have fixed the issue. I'm now forced to pay again from another source for the same protection. Is this even legal?

@kabee18 Hi Kerri Unfortunately I can't send you a private message. Can you please message us and I will respond? Kind regards Holly

@CISASUK Hi Holly, I already did that and didn't get an answer. My case number is 605721 so who do I complain to in your company now? Thank you.

@CISASUK why have you closed my case, I had 10 working days to respond. I responded within 1 day and now you've closed my case, why?????

@kabee18 Hi Kerri No problem, I will check this now. Please avoid putting the private case details on the public Twitter feed. I will message you privately the reason as to why this case has been closed. Kind regards Holly

@shamreid Hi Sham I'm very sorry to hear that and we will of course look into this by way of a formal complaint. You can find the complaints procedure and form here cedr.com/consumer/cisas… Just scroll down to 'complaints about CEDR' Kind regards Holly

@CISASUK @CISASUK Thanks - how can I make a formal complaint regarding someone I spoke to? I have had an awful experience with one of your team.

Hi @CISASUK Do you record phone calls?