I have been a 'cable' customer of Virginmedia for several years and generally I have been (and still am) very pleased with their service. My field of conflict with them is in their Consumer Relations area.
I needed to contact them in order to discover why my monthly newsletter (sent in 4 batches of 50 to avoid exceeding my Windows Live Mail limit) was blocked due to 'unusual usage' and to check that it would not happen again next month.
I found it impossible to discover how to complete their 'Contact Us' email in spite of being told that it was very simple to do, - I kept going round in 'nested loops' and getting nowhere; my son who is very 'computer-savvy' tried with no better success. Eventually I managed to get a response by emailing 'email@example.com' but, for some obscure reason they would not deal with my problem but insisted in my following the correct channels with the 'Contact Us' email form and they tried to help me along by providing a 'click here' link. This did not help however because it did not take me straight to the email but back into 'nested loops' again.
Eventually a very helpful chap called James Robson patiently explained it all in detail thus:-
… you first need to sign in to your Virgin Media account: http://www.virginmedia.com/
From here, click on 'My Virgin Media' and enter your username and password as you would normally.
Once you're signed in you will find a 'Contact us' section roughly half way down the screen, click that.
You will see a box that says 'General Enquiry', and after hovering over that several more boxes will appear. You want 'I have cable services'.
I inserted the following in a copy email to James: "I had reached this point zillions of times previously and this is where the stumbling block comes. It is the following screen of common queries that is the problem - what this screen needs is an extra box saying 'None of the above apply' (otherwise - not realising you are nearly home, you assume you are in the wrong section and just close that page down and try another route … zillions of times!)."
After click that you will see a list of common queries appear below. You may click any of these, it really doesn't matter.
After clicking one of these options, scroll down and you will see a red button next to a message that reads: 'Haven't found what you're looking for?', this opens up the web form to fill out.
He was quite correct - it was easy once you knew how and one would have thought that Virginmedia would have been pleased with my constructive suggestion and thanked me and said they would consider it etc etc. Instead of that they completely refused to speak to me again. James Robson disappeared into space and all my subsequent attempts to contact VM through the 'correct channels' were met with an automated response but no other reply.
I am left therefore with no answer to my original question: "When I send my newsletters out this month, am I likely to have them blocked due to 'abnormal usage'? If so, what should I do to avoid this?" Richard Branson - if you are listening, please help me.
I am left with the impression that the 'Contact Us' form is deliberately obscure in an attempt to dissuade customers from sending emails. This impression is increased by the discourteous treatment I have received and it appears that I have been (unjustly) labelled as a 'troublemaker' and been put in the 'blocked contacters' filter.