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#NewBusiness #comingsoon

@TNLUK I have tried to chat and am being ignored! This really isn’t acceptable you have launched a new platform which has not been fully tested and you are holding my funds and don’t have enough staff to answer chats/calls. How do I complain?

I'd love to be able to help however I would need to look into your account to do this, which I'm unable to do over social media. We are experiencing high volumes and are trying to help players as quickly as we can. I can only advise you to call in. You can also try webchat which can be found through the link below - national-lottery.co.uk/contact-us The lines will be busier than usual. We appreciate your patience. ^Lou

Here’s a handy guide to logging into our new app for the first time 📱

@TNLUK I have no pending withdrawals and have been trying for 24hrs

We are aware of an issue that is preventing players from adding or withdrawing funds due to an already pending transaction. Please rest assured that we are currently investigating this matter and hope to have a solution soon. In the meantime, we kindly ask you to wait for an hour before trying again. ^Lou

@virginmedia Will I be compensated?

@KellyForrest75 Very sorry about the continued disruption Kelly. Rest assured we're doing all we can to resolve this issue as quickly as possible for you.

@virginmedia Hi it was PPV 2 day rental for £15.99 via the box

@KellyForrest75 Thanks for sharing more, to be sure did you purchase this online and did you receive an email confirmation from the seller if so? Or did you order this via your TV box as a PPV to watch directly on there? ^AG

@virginmedia Hi I’m not really sure as it was on the banner at the top which looks like the virgin store

@KellyForrest75 Hi, Kelly. Sorry to hear of this. Did you purchase this On Demand or via the Store? Two different parts so want to ensure you contact the right team. ^John

@virginmedia No need for the attitude! No one has actually told me you can’t help! Which to be honest doesn’t surprise me as no one seems to willing or able to help me! Clearly being a loyal customer means nothing

@KellyForrest75 Again, as we cannot access accounts from here we can't go into the further account details that you require. Was a technician appointment offered when you contacted? ^KW

@virginmedia But no offer of help?? What’s the point

@KellyForrest75 Apologies for the confusion here Kelly, with our fault appointments now there will only be a charge if whether you miss the appointment without notice of cancellation or reschedule and/or •The technician diagnoses the faults as not being caused by ou... virginmedia.response.lithium.com/portal/convers…

@virginmedia Yes nothing helps! How do i actually get through to someone who can help as its beyond a joke!

@KellyForrest75 I see Kelly, have you been able to check our forums page for any potential tips and tricks for a reliant broadband service virg.in/CoBb ? ^KW

@virginmedia No it’s still just as bad, i was told that it’s fine but it isn’t keeps going off or online services are just going slow :(

@KellyForrest75 Thanks for your reply. Has your broadband improved since the call? I am sorry you are on hold again, please let us know how the call goes ^VO

@virginmedia Eventually I threatened to leave and was put through to tech not sure off issue is permanently resolved I was also told to use the IVR to accept a retention discount but it has disappeared so on hold again!

@KellyForrest75 I am sorry to hear that Kelly, I appreciate how frustrating that must have been. Have you spoken to the team since posting? ^VO

@virginmedia Can you please ask them to have the courtesy to respond to my complaint!

@KellyForrest75 We're sorry but we do not have a direct number to our complaint's team. However, you can call 150 from your Virgin Media Home Phone number or 0345 454 1111 from any other phone. An account specialist can check status of your complaints. Let us know if there's anything else. ^AMB

@virginmedia Can you please give me the number of your exec complaints team?

@KellyForrest75 Thanks. Can you please come in for a web chat by clicking here: virg.in/smwc (open until 8PM today), so we can take a closer look into this and see if there's an update on it? Let us know how you get on. ^RC

@virginmedia And COM103574028

@KellyForrest75 My apologies, have you got a complaint reference? This starts COM ^JGS

@virginmedia Well it’s been a problem since March and even your exec team are ignoring me! I am in the process of referring to ombudsman as it’s a joke

@KellyForrest75 Hi, there. Sorry for the delay with the response on your complaint. Can you please tell us more about what's happened? We always aim to resolve complaints as quickly as we can. Sometimes it depends on the case that you raised, so it may take longer tha... virginmedia.response.lithium.com/portal/convers…

@DunelmService Can you please advise when I can expect an update on my complaint,

@DunelmService hi I received a MasterCard gift card for Christmas and it should be accepted anywhere which accepts MasterCard’s, but I was told I. Your Darlington store that you don’t accept them, can you please confirm?