Re: Virgin Media Complaint Call on youtube
 

There is a difference as to what is possible and what is authorised.

Technically it is possible to do all sorts on the system. It doesn't mean an agent will do it just because you ask them to.

As for the process directory being a 'guideline', if that is what some staff think it is, no wonder there are so many complaints on here.

Re: Virgin Media Complaint Call on youtube
 

Quoting you:
"There is a difference as to what is possible and what is authorised."

Its not the agents call to remove the call baring, its the agents call to enquire with the NTC and thats is where the agent phones throught and asks the NTC to push it throught the switch board, it is the NTC who authorise it.

Do you realise how inexperianced you sound mate?


Quote 2:
"Technically it is possible to do all sorts on the system. It doesn't mean an agent will do it just because you ask them to."

Meaning an agent is making a discretionary choice to ignore the customer at a time of need and emergency not a time of WANT, is that the customer service and care you would provide?

It is common knowledge that staff are given the discretion to take the right action in the best interest of the business and the customer.

Example:
Applying a £10.00 credit for a LPC is down to the agent
Applying a £25.00 GWG for inconviences
Removing a NPD and applyinmg an extention by Credit Services
Customer Relations applying a GWG of a free upgraded service
the list goes on...

One of the things that will always be taken into consideration when trying to save a customer is....

a) Length of service
b) on time payments
c) scenario customer is advising
d) monthly cost of services

In order to help determine how far they shoudl bend over backwards to show they value that customer whilst keeping a fair service to other customers not just the one in question

The process is a guideline due to the complex variety of scenarios and situations customers face on a day to day basis, therefore on occasions discretion is used.

By discretion were reffering to not making your own rules for people but listning to their scenario they can wear the customers shoes and show they value the customer by taking the relevant action to reflect this, When some one has paid their bill by 200%, is not in arrears, been long standing, has an emergency and it is the company who failed the customer by failing to remove the call baring, then it is not unfair to other customers or the customer affected to use the discretion on that occasion to have the services resumed sooner.

What would be unfair would be to remove the call baring of a customer who has NOT paid their bill and put it on another who is in the same situation

Please read the original post (no 13) before coming out with more comments like that as you really making your self sound an idiot without trying to be offensive

Quote from post 13 advising why its not standard procedure to push it through the switchboard.

Therefore explaining this system helps reduce the NTCs workload by having an automated system helping them focus on other areas of the departments business. However in special circumstances (IE A COMPANY SCREW UP) then they can put it forward sooner.


for those reading this post and wondering what the terminology means in this post...
LPC = Late Payment Charge
NPD = Non Pay Disconnect (Failed to pay the bill)
GWG = Good Will Guesture
NTC = NAtional Telephony Centre

Re: Virgin Media Complaint Call on youtube
 

It's not the NTCs call either. They are an administration team who process requests recieved by them. No request, no action.

I don't really care what you think of me. You, so far, have come across as what me and my collegues would describe as 'A Nightmare Customer'. You have ignored letters from Virgin, have tried to get agents to do stuff they are not authorised to do, and when they refused, tried to get their managers to do it (After getting them to drag one out of a meeting!)

There are strict rules on when a LPC can be applied. No discrection involved
Virgin do not offer compensation or GWG. They will credit for loss of service or specific charges (i.e. BT install fee) where appropriate.
Again, there are rules on where that can be done. It specifically CAN'T be done where the restriction is due to High Usage
Customer Relations have a specific set of bundles, just like the rest of the business. Some may offer a high service at the same price, in return for a new contract, just as some of the normal bundles do. They cannot and do not offer 'a free upgraded service'

All true, but that will only be done within company policy and procedure

The process is what the company has authorised agents to do. It is part of their job. If the agent that you spoke to that took the payment had treated it as such, rather than 'a guideline' it likely that the restriction lift would have been requested much sooner.

Yes they can, but if the correct policy has not been followed and no previous request has been sent them, they usually won't. Specifically this is to stop people phoning/e-mailing them asking them to do it 'just this once'. Times that across the number of agents and customer Virgin have and 'just this once' becomes a lot of times!

I am sorry if I come across as uncaring or pedantic (or anything else), and I really do appreciate the sitaution, but you did yourself absolutely no favours at all by trying to 'know' what Virgin could do for you.

Telling people how to do their jobs is never going to help things go smoothly!

Oh, and see how everyone now knows the situation without the need of the recorded calls on Youtube?

Re: Virgin Media Complaint Call on youtube
 

Im not going to bother arguing or talking about this any further with you as your wasting my time and making your self sound really inexperianced...

Your talking to a person who has liturally got off the phone no longer then 48hrs ago speaking with Managers who activily work for VM
People who I used to work with who are managers now and have been working with Virgin Media since it was known as Midland Communitcations and Telewest Communications back in 1996/97.

Who are still working there and do the job on a day to day basis and familiar with all changes and still advised me staff could have done this, if not trained a TM could have done the removal of the call baring due to a family emergency (PLEASE NOTE there was no arrears and no high usage at the time of asking for this as payments for high usage had been cleared)

For those usure of high usage, it is when a persons bill climbs to a high amount to the usual in the last 6 months.
My Bills was normally about £60.00 and this was looking at £280.00/£290.00.

That amount was not yet billed to me but High Usage get involved to try prevent fraud, such as ....

1) Residential lines being usage for Business purposes
2) Neighbour tapping into your line and getting free calls at the bill payers expense
3) Bill Payer fleeing without paying
4) Relative or Lodger using the customers phone without their permission
5) Bill payer unaware of how high their next bill may be.

I offered to pay the amoutns on the 22nd of August and the bill wasnt due until the 4th of September. and paid 200% of their required amount of £100.00-£125.00 (I paid £250.00), 7 days on it was still restricted.

Because this person I can only describe as a retard insists his right when I have had this confirmed by enough people, that I was right they could have called NTC and had it removed, I know I was right regardless of how long ago I left.

I had been speaking with the agents calmly until they refused point black to remove the call baring at a time of need sooner than the 24hrs when they had the potential to remove it faster, to me this was due to face value and not liking having to be advised on how it can be done. thats not my issue thats theirs, my issue was the person who is close to me needing emotional support (which is not up for discussion as im sure alot can appreciate)

The person above who I believe works for Credit services probably in Birminghams Mailbox judging by how he seems to be fosuing his whole argument around the credit services element is failing to remember there is a quarter of a year problems with the broadband service at the time of the call to credit services in place and that they wasnt helping matters on a customers point of view.

Credit services have admitted they could have done more and is on recording
Customer Relations have agreed they was in the wrong for failing to call NTC when they could have
Customer Care have agreed the service received was terrible both on the broadband and credit services level / High Usage

Yet I get a few who think they are top dogs at what they do when there just doing the standard protocols and procedures only, it is the experianced staff members who are familiar with doing the extras, this is why when I was told they arent trained on how to do something I asked for a TM calmly who I could explain the situation and have done as its not the agents fault they dont know the whole systems and how it works.

So when he calls me "A nightmare customer", does that not reflect he would be one of the people who are inexpericed when you ahve some one who has told me its still the place with 10-15yrs experiance working there.

Kinda makes him look foolish.
The matter is being dealt with by NCLC who are the last port of action where a complaint goes to (Basically to customers it can be seing as Head Office) and is currently being investigated as to why people failed me.

The complaint by rights should have gone to Ofcom 28days after it origianlly started in April but I gave them chance after change to resolve it, yet im a nightmare customer

When I called to complain i was always calm with the agents with exception to the day i needed to make an emergency call as I knwo what its like to be sitting there hearing a complaint.

Several agents have agreed with the info I have supplied both friends and non friends there at Virgin Media

His attitude reads loud and clear....
in a previous post quoting my signiture...

"Ex telewest staff member 2003-2007" to which I left at my own accord not due to Virgn Media but better pay elsewhere, the signiture is there as there are some posts on here which I helped people out, but to help people stop sending me PMs etc I added this note on my footer so people now know I cant currently help with peoples questions like I used to be able to.

followed by seing me as an ex-staff member who thinks he knows it all.
and finally not capable of taking in something and maybe learning from it instead seing it as someone trying to tell him how to do his job

Re: Virgin Media Complaint Call on youtube
 

:blah::blah::blah:

My god this is worse than war and peace.

Instead of boring the hell out of us. Why don't you just get your lawyer involved and give us all a rest.

Re: Virgin Media Complaint Call on youtube
 

Also as for Virgin Media not applying "Compensation" that is quite true.
Virgin Media do not compensate a customer, there is a difference between compensation and Good Will Guesture.

A good will guesture is an act of good will towards a customer and showing they are valued.

A refund for a service is not an act of good will guesture but a refund for a service they have not received, this is MANDATORY since a company should not benefit financially from failing to supply a service they are charging for. (LEGALLY)

Compensation is for the loss of finances or property.

The customer in the case of Virgin Media never looses out financially or any property, because....

a) The equipment belongs to Virgin Media not the customer, therefore replaced and in the case of faulty services...

b) The services are refunded for the number of days affected as per the T&C in full 24hrs periods.

In exception to property damage caused by installers to which in this case the Installers TM will asses the damages and have an independant company asses the damages and VM will pay the independant company for the repairs, the customer only gets back what they originally had no extras.

For those saying they work from home or have a business and relly on the services being used for their business means the customer is in breach of their contract since all customers at Virgin Media have a RESIDENTIAL CONTRACT which is subject to paying RESIDENTIAL FEES.

Those using it for business purposes need to have services supplied by NTL:Telewest Business and be subject to business rates which include compensation for failed services.

So try telling me something I didnt know and maybe ill take you a little more seriously

---------- Post added at 17:11 ---------- Previous post was at 17:08 ----------

Lol i do tend to go on, mainly with this guy as hhas inside knowledge and trying to argue otherwise with me,

Dont need a lawyer at this point because a disconnection is in place, calls online for people to make up their own minds of the company and ofcom will be informed if no outcome by the 30th September.

As a whole I got nothing to loose.

Re: Virgin Media Complaint Call on youtube
 

would that be PEACE sirius,or have my eyes gone blurry reading this thread as well :D :D :D

Re: Virgin Media Complaint Call on youtube
 

It should have been. Its been a long day at the grind stone :LOL:

Now corrected

Re: Virgin Media Complaint Call on youtube
 

who told you what a grind stone was eh???? :D :D :D

Re: Virgin Media Complaint Call on youtube
 

Ahem.....topic ;)

Re: Virgin Media Complaint Call on youtube
 

methinks BenMcr may be a little bit of a giveaway as to where Ben works :o:

Re: Virgin Media Complaint Call on youtube
 

Never :)

Re: Virgin Media Complaint Call on youtube
 

:D :D the OP seems to think he works in birmingham,or is he just surmising that because BenMcr is arguing with him,that hes got a chip on his shoulder!! therefore making him a brummy!!

Re: Virgin Media Complaint Call on youtube
 

the o/p isnt bothered he just likes ranting and ranting and ranting and ranting and ranting:sleep:

Re: Virgin Media Complaint Call on youtube
 

The long original post was to give u guys the full story the rest was with that guy, I wrote it in 2 ways. One to answer his question and 2 to make it clear to the general public how things work at VM so it was easier to follow whats happening,

The reason why I believe he is in Birmingham is thats where Credit Services are based, and he seems to be doing a mighty job at focusing around that area of the complaint. Nothing to do with chip on shoulders lol, tho his location does state Manchester

PS I do have the habbit to go into detail but reading back on the posts its boring me, so ill try keep the posts short n sweet