Re: ntl complaints procedures.
 

I agree with you NTL User that customer service staff do have a difficult and demanding job dealing with irate customers.

What annoys me is that in the 7 phone conversations I have had with customer service staff since January this year each person has told me that they have sorted out the error on the VM billing system and that I would be credited with the amount I have been over charged on my next statement. But guess what nothing has been done.

I have even had a letter from the Customer Loyalty & Resolution Manager saying that a member of his team will contact me within 15 days to sort out the problem. Here I am 21 days later and not a call from VM.

I am now well down the line of VM’s complaints procedure and if I don’t receive a call from VM within 14 days my Solicitor will be taking up my complaint.

Re: ntl complaints procedures.
 

I feel the biggest problem is, that customer care service has gone out the window as far as l am concerned, Vm/ Ntl/ Telwest whoever your with, they don't give a damn about customers, as they know that customers won't leave them, l can honestly say that with Sky, they can normally clear a problem within minutes, and they know what they are talking about.
If you contact VM, nine times out of ten, they will put the phone down on you, then they will pass you to someone else, then an engineer will come on the and tell you, what you already know,you switch off etc, l have a cable box at the end of my road, it has been OPEN for the past MONTH, an yet there has been cable vans down out road. I think it is about time VM put the customer first:)

Re: ntl complaints procedures.
 

Nine time out of ten is exsessive for any company. Doubt its that bad for customers. No major sized company puts customers first. They're running a business, not a personal service. They put shareholders and profits first.

Virgins policy is to put the staff first, keep them happy and the customers are which in turn makes profits and the shareholders running to the bank happy. Shame this hasn't filtered into the Virgin Media part of the Virgin Group :td:

Re: ntl complaints procedures.
 

Virgins policy is to put the staff first, keep them happy and the customers are which in turn makes profits and the shareholders running to the bank happy. Shame this hasn't filtered into the Virgin Media part of the Virgin Group.

I think the problem is that the staff at Virgin Media are probably the staff that were at NTL and still have the NTL mentality and not Virgin's.

Re: ntl complaints procedures.
 

I run a small little business, and l if ran VM and if l heard that customers were being treated in a poor manner, l would sack them, and l wouldn't hesitate, it is the customers, repeat CUSTOMERS, that pays the wages, without the customer, you would not have a business, and am totally gobsmacked that Sir Richard is allowing his famous logo ' VIRGIN ' being treated in such a manner, That is why he is prepared to sell his share, probabely he has had enough.:)

Re: ntl complaints procedures.
 

It's not a case of mentality, it's a case of same old same old. Informed that things will get better everytime there is a shake up. And it never gets any better at all. You are still treat in the same manner as before. Virgin Mobile staff would be shell shocked to see the way that ex ntl staff are still treated.

Re: ntl complaints procedures.
 

nfs

Sounds to me like you are one of the NTL empolyees who are now employed by VM. Surely if the conditions are that bad there is someone you can complain to.

I work for a national company and if we have issues that our line managers don't deal with we have an email address that goes directly to the chairman.

Re: ntl complaints procedures.
 

Hi
Well am I glad I found this forum. Since November 2006 I have been having a telephone/letter battle to get £30 paid back to us by NTL Freedom. We moved to Tiscali in Nov 06 as in our area NTl were not offering broadband. We have constantly telephoned them each time costing in the region of £2 as they kept us on hold (God am I sick of that stupid music they play when they have you on hold!). This is a long sage and finally I wrote a letter of complaint telling the whole story and each phone call and the name of the person I spoke to at that time...sending it by Recorded Delivery (more damned expense). I have still had no reply....I sent it in July giving them 21 days to respond...nothing...now we are in september. Come November 2007 we will have hit one year of trying to get this money back. I have been promised a cheque in the post in the next four days....then was told sorry this was a mistake a cheque will be in the post in 28 days.....
Im sick to death of it now....When I wrote I asked them to send me the £30 plus a goodwill gesture of at least £10 to reimburse me for all the telephone calls even though this amount is paltry it should really be in the region of £20.
What does it take to get our money back? Thanks Misty

Re: ntl complaints procedures.
 

Maybe an option to circumnavigate the numpty's and write a letter to:

Sir Richard Branson,
Virgin Management Limited,
120 Campden Hill Road,
London
W8 7AR

One would assume that Sir Richard would be somewhat concerned with any customer issues after all its his name that Group ntl are using.



…its just a thought

Re: ntl complaints procedures.
 

Virgin management ltd, manage virgin group's financial assets. They have nothing directly to do with virgin media.

Any letter that is adressed to RB, wont be opened by him, some PA etc would open it, if your lucky they may forward it to someone in virgin media, but i would suggest that the chances are it is likely to get lost somewhere

Re: ntl complaints procedures.
 

Apart from writing to Sir Richard Branson, How the hell do you actually get the message through to some of the retards in customer service that you had cancelled your contract for services in June of this year and would they please send me a sensible bill for the end of account closure.?
I`ve been involved in 15 `phone calls now and i`m still getting bills and letters threatening me with my services being removed,!!!!!!! Hello Virgin media!!!!!!!!!! My services were cancelled on the 20th of June 2007 at my request due to your incompetance.........................Please can we get this sorted before i come to your office.:sleep::confused::D Enough is enough.:rolleyes: Is there somebody in c/s with an IQ higher than a sock that can help me out please.?

Re: ntl complaints procedures.
 

today was my second installation date in week guess what noone turned up so phoned CS and they say that there system shows someone came at 2pm and no one was at home what a load of crap going to wait for couple of days and if not sorted going to move to BT i just had enough of VM

Re: ntl complaints procedures.
 

They do not respond to telephoone calls nor even to faxes.:angel::angel:

They have stolen my money, admit they owe it to me, but willl not send

it to me. I have been able to get to someone in the Chief Execs office but still

no results....:D:o::dozey:

Re: ntl complaints procedures.
 

bad customer services, i been with vm for over 3 years and in the last 4 months i seen in go into decline, mainly the bb, had big issues over my bill, customer services say they rectified the problem till the bill pops through the door, nothing changed.
i today gave them my 30days notice and will be glad to see the back of them,

Re: ntl complaints procedures.
 

NTL / Virgin Media are your worst nightmare when it comes to Customer Service, Installation, Billing etc. If you are thinking about signing on and you have heard some bad comments ... well heed them!!!!!!

Seriously, you will shorten your life by signing up to Virgin Media. The government should put a health warning on them, as I feel that smoking 20 a day can't be any worse than being a Virgin Media customer.

Don't be surprised when they continuously make mistakes ([insert own words here to express frustration and anger]), then turn round and start adding charges to your account due to their mistakes. When you argue with them about it, they will tell you how lucky you are that they have refunded the charges and how happy you should now be. No apologies that you have had to talk to the Philipines, India and then England for hours on end to get to this stage.... and the initial problem still exists.

You will be ready to commit suicide by the time your first 3 months is up, and then you realise that you still have another 9 months to go before you can escape their clutches... or pay £100+ to escape early.