Virgin media call centres. - Cable

Awshum-Yawn · 05-11-2009, 20:54

This evening I've tried to call twice and ended up with individuals with foreign accents who can't understand a word I'm saying. I understand them perfectly but they just don't get me. Maybe it's my Belfast accent but I don't normally have problems.

How do I get routed to a UK call centre?

I got my 50MB installed today which is running perfectly

but I need to upgrade to the full VIP package.

Thanks for any help.

Ryrazzer · 05-11-2009, 21:09

Follow the options through to cancellations.

Awshum-Yawn · 05-11-2009, 21:30

Quote:

Originally Posted by Ryrazzer

Follow the options through to cancellations.

Just tried that and it then said they're closed. They're open 8am to 8pm, that's obviously why I keep getting India.

I'll call in the morning before I go to work.

Thank you!

johnathome · 05-11-2009, 21:31

Damn, do they work 24 hrs in India?

I thought if i phoned in the afternoon, due to time zones, i'd get scotland or somewhere.

You know, someone who can actually do something.

Ryrazzer · 05-11-2009, 21:34

Lol I don't know which is easier to understand. Scottish or Indian!

Awshum-Yawn · 05-11-2009, 21:50

Quote:

Originally Posted by Ryrazzer

Lol I don't know which is easier to understand. Scottish or Indian!

Or Belfast! lol.

The Scottish understand me perfectly well. The Indian employees don't, here's the dialogue from an hour ago.

I called and asked for an upgrade to VIP and he asked why I wasn't happy with what I had.

My answer was... " I want you to increase my package to VIP, the one at £97.50 per month, I'm not cancelling. I want to pay more, I want more TV channels and free calls."

He then said "okay sir would you like 10, 20 or 50 megabyte" To which I answered I already have 50mb. The next line was "okay sir I can order 50mb to be installed for you."

I responded with "No, I already have that" and I got an answer of "okay sir, what are you not happy?".

I put the phone down.

Cablemaster · 06-11-2009, 02:29

Quote:

Originally Posted by Ryrazzer

Follow the options through to cancellations.

Retentions cannot deal with broadband faults so they will only just pass them back into the queue in which case they will get the first available advisor - which they may have just done themselves without going through the middle man for totally no reason.

Ryrazzer · 06-11-2009, 07:37

Quote:

Originally Posted by Cablemaster

Retentions cannot deal with broadband faults so they will only just pass them back into the queue in which case they will get the first available advisor - which they may have just done themselves without going through the middle man for totally no reason.

Who said anything about a fault??

He just wants to upgrade to the VIP which they will be able to do for him.

Awshum-Yawn · 06-11-2009, 08:18

Quote:

Originally Posted by Ryrazzer

Who said anything about a fault??

He just wants to upgrade to the VIP which they will be able to do for him.

I just went through to cancellations,got to speak to a lovely helpful Scottish girl who sorted my upgrade to VIP . She even gave me a few quid off!

XL TV, Sky Movies & Sports
V+ Box & V Box

XL Phone, with talk Unlimited, talk international and 33% off mobile calls. Caller ID.

50MB Broadband

Non-Direct Debit and Paper billing.

£102.00 per month. Should be something like £107.

Thank you again for the tip Ryrazzer

johnathome · 06-11-2009, 12:57

Isn't it strange when you have to struggle to give them money

psteel · 07-11-2009, 00:21

Quote:

Originally Posted by johnathome

Isn't it strange when you have to struggle to give them money

When I worked for NTL tech support a good few years ago, I had a call from a lady who was in tears, as she was trying to give NTL more money (I forget what for) and could not get anyone to help.
I took ownership of it and spoke to billing the next day. Someone took ownership of it from me and got it sorted, but at the time I said how f****ing stupid is this?, she wants to give us more money and no one wants to know.

Seems nothing has changed after all these years.

rmc57 · 07-11-2009, 00:31

A while back I was suffering from signal fade and interference from other radio channels on my local BBC station on Virgin.

The call centre response? - Send an engineer with a new box. When he got here he hadn't been briefed what the problem was - had just been told to change the box.

When I explained the problem to him he called an engineer at the head end who explained the problem and that it couldn't be solved.

Recently I noticed that UKTV & Discovery channels were being broadcast in the wrong aspect ratio.

The call centre response? - Send an engineer with a new box.

He didn't turn up but the aspect ratios are now correct...

It's a shame because I'm satisfied with all other aspects of my deal with them.

I guess when I need a new box they'll have run out.

Rob McCaffery

(The radio problem was since they closed the local head end in Gloucestershire they were now trying to pick up BBC Glos down in Bristol - and reception was naturally far from ideal)

Stator · 07-11-2009, 10:00

Quote:

Originally Posted by rmc57

A while back I was suffering from signal fade and interference from other radio channels on my local BBC station on Virgin.

The call centre response? - Send an engineer with a new box. When he got here he hadn't been briefed what the problem was - had just been told to change the box.

When I explained the problem to him he called an engineer at the head end who explained the problem and that it couldn't be solved.

Recently I noticed that UKTV & Discovery channels were being broadcast in the wrong aspect ratio.

The call centre response? - Send an engineer with a new box.

He didn't turn up but the aspect ratios are now correct...

It's a shame because I'm satisfied with all other aspects of my deal with them.

I guess when I need a new box they'll have run out.

Rob McCaffery

(The radio problem was since they closed the local head end in Gloucestershire they were now trying to pick up BBC Glos down in Bristol - and reception was naturally far from ideal)

They take their radio feeds from FM transmissions? I would have thought they had a direct feed from the beeb.

Chris James · 15-11-2009, 10:38

Phoned up because most HD channels were unwatchable for several days over the last week. Knew from this forum that it wasn't just me - affecting an area of around 20 mile radius. However lad from India said no other problems had been reported and it must be my box. It would be monitored for 24 hours and to ring back after this. Phoned back and spoke to a lady from India who again said nobody else had reported the problem. Said I was phoning up to see what the monitoring of my box had achieved but she brushed that aside and said, "You are reporting the same problem twice so I will send out an enginner on Monday". Told her it was not my box but then she said, patronisingly, "Listen to what I am saying. I will send out an engineer to sort your problem". Needless to say, another call by someone else affected got the problem sorted and I cancelled the engineer. Funnily enough, yesterday I got an email from Virgin asking me to rate their performance curing my fault. They got a zero.

Thine Wonk · 15-11-2009, 17:49

Quote:

Originally Posted by Stator

They take their radio feeds from FM transmissions? I would have thought they had a direct feed from the beeb.

They use DAB feeds if they are available, but as Gloucestershire doesn't have local DAB it will be from FM yes.

It's too expensive to receive feeds direct from everywhere when a simple tuner will do the job.

05-11-2009, 20:54	#1
Awshum-Yawn Forum Member Join Date: Oct 2009 Location: Belfast, NI. Services: VM V+ BB & Phone. LG & Toshiba HD LCD TVs, PS3, 360, Wii & DSi. Nok5800. Posts: 39	Virgin media call centres. This evening I've tried to call twice and ended up with individuals with foreign accents who can't understand a word I'm saying. I understand them perfectly but they just don't get me. Maybe it's my Belfast accent but I don't normally have problems. How do I get routed to a UK call centre? I got my 50MB installed today which is running perfectly but I need to upgrade to the full VIP package. Thanks for any help.

05-11-2009, 21:09	#2
Ryrazzer Forum Member Join Date: Nov 2005 Services: Sky HD, VM 20MB , Talk Unlimited Posts: 1,445	Follow the options through to cancellations.

05-11-2009, 21:31	#4
johnathome Forum Member Join Date: Oct 2002 Posts: 100	Damn, do they work 24 hrs in India? I thought if i phoned in the afternoon, due to time zones, i'd get scotland or somewhere. You know, someone who can actually do something.

05-11-2009, 21:34	#5
Ryrazzer Forum Member Join Date: Nov 2005 Services: Sky HD, VM 20MB , Talk Unlimited Posts: 1,445	Lol I don't know which is easier to understand. Scottish or Indian!

06-11-2009, 12:57	#10
johnathome Forum Member Join Date: Oct 2002 Posts: 100	Isn't it strange when you have to struggle to give them money

07-11-2009, 00:31	#12
rmc57 Forum Member Join Date: Aug 2005 Posts: 21	A while back I was suffering from signal fade and interference from other radio channels on my local BBC station on Virgin. The call centre response? - Send an engineer with a new box. When he got here he hadn't been briefed what the problem was - had just been told to change the box. When I explained the problem to him he called an engineer at the head end who explained the problem and that it couldn't be solved. Recently I noticed that UKTV & Discovery channels were being broadcast in the wrong aspect ratio. The call centre response? - Send an engineer with a new box. He didn't turn up but the aspect ratios are now correct... It's a shame because I'm satisfied with all other aspects of my deal with them. I guess when I need a new box they'll have run out. Rob McCaffery (The radio problem was since they closed the local head end in Gloucestershire they were now trying to pick up BBC Glos down in Bristol - and reception was naturally far from ideal)

15-11-2009, 10:38	#14
Chris James Forum Member Join Date: Feb 2004 Location: Farnborough, Hampshire Services: DTT; Virgin media;10meg BB Posts: 252	Phoned up because most HD channels were unwatchable for several days over the last week. Knew from this forum that it wasn't just me - affecting an area of around 20 mile radius. However lad from India said no other problems had been reported and it must be my box. It would be monitored for 24 hours and to ring back after this. Phoned back and spoke to a lady from India who again said nobody else had reported the problem. Said I was phoning up to see what the monitoring of my box had achieved but she brushed that aside and said, "You are reporting the same problem twice so I will send out an enginner on Monday". Told her it was not my box but then she said, patronisingly, "Listen to what I am saying. I will send out an engineer to sort your problem". Needless to say, another call by someone else affected got the problem sorted and I cancelled the engineer. Funnily enough, yesterday I got an email from Virgin asking me to rate their performance curing my fault. They got a zero.