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-   Virgin Media Internet Service (https://www.cableforum.uk/board/forumdisplay.php?f=12)
-   -   VM traffic shaping policy changed? (https://www.cableforum.uk/board/showthread.php?t=33640585)

Gary L 27-10-2008 00:46
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by munkor (Post 34662317)
ubr?

It is the Network Device that yours and others in your area are connected to. where you all share the internet.
there's only supposed to be so many of you conected so there's enough bandwidth to go round, but support have confirmed that many are overloaded.

whydoIneedatech 27-10-2008 00:49
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by munkor (Post 34662328)
thanx, useful resource.

I thought BB tech support was 24hr tho, cant seem to get through
They are probably daytime numbers and this time of night only answering 0845 454 1111

nffc 27-10-2008 00:56
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by munkor (Post 34662314)
i dont have virgin phone, and the last few times ive called them i was put on hold for over 45 mins...

thats a lot of £ for em to just bs me some more
I really don't know why an agent would put you on hold for 45 mins, without him/her offering you a call back.

munkor 27-10-2008 01:03
Re: VM traffic shaping policy changed?
 
me either, my wife couldn't believe it but, dont you always get that nagging feeling that if you hang up now, you're sure they were just about to pick up. i had that for 40 mins!

nffc 27-10-2008 07:52
Re: VM traffic shaping policy changed?
 
But surely he had a good reason to leave you on hold for that long... when i worked in a call centre we were always told to say how long we would be roughly before we put them on hold and if it was taking longer to sort out than that take them off and tell them.

Dreadful for the agent to leave you on like that if you're paying for the call without offering a call back...

xspeedyx 27-10-2008 08:20
Re: VM traffic shaping policy changed?
 
whydoineedatech - Customer Relations are disconnections it's customer care who deal with complaints or you can write in or fill out the online complaints form

whydoIneedatech 27-10-2008 08:25
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by darthlinux (Post 34662370)
whydoineedatech - Customer Relations are disconnections it's customer care who deal with complaints or you can write in or fill out the online complaints form
Customer Relations will take a bit more notice as its their job to, I know what you are saying but the treatment above was wrong.

xspeedyx 27-10-2008 08:27
Re: VM traffic shaping policy changed?
 
Very wrong but I am ensuring you now they dont have anymore power than customer care, and they are trying to stop misrouting the calls to them only true disconnections should be passed to customer relations also check your pm mate

whydoIneedatech 27-10-2008 08:29
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by darthlinux (Post 34662379)
Very wrong but I am ensuring you now they dont have anymore power than customer care, and they are trying to stop misrouting the calls to them only true disconnections should be passed to customer relations also check your pm mate
Thank you;)

brundles 27-10-2008 08:30
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by darthlinux (Post 34662370)
whydoineedatech - Customer Relations are disconnections it's customer care who deal with complaints or you can write in or fill out the online complaints form
I think the most I've ever had from the online complaints form is an automated "we'll look into it and get back to you e-mail" followed by the square root of nothing months later.

Oh, and customer care weren't much better - saying they'd refund some VOD stuff that didn't work because of an area fault but never quite getting around to actually refunding it.

whydoIneedatech 27-10-2008 08:32
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by brundles (Post 34662382)
I think the most I've ever had from the online complaints form is an automated "we'll look into it and get back to you e-mail" followed by the square root of nothing months later.

Oh, and customer care weren't much better - saying they'd refund some VOD stuff that didn't work because of an area fault but never quite getting around to actually refunding it.
When I do email I never send automated responses as that iss just lazy and impersonal and does not send the right signals to the customer.

xspeedyx 27-10-2008 08:58
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by brundles (Post 34662382)
I think the most I've ever had from the online complaints form is an automated "we'll look into it and get back to you e-mail" followed by the square root of nothing months later.

Oh, and customer care weren't much better - saying they'd refund some VOD stuff that didn't work because of an area fault but never quite getting around to actually refunding it.

Going back on topic, Virgin Central used to have a reasonably good selection of VOD stuff as an introduction - these days it's general a load of rubbish. Something that could work would be to extend the Virgin Central catalogue using adverts in the programs to fund it. It might then be a simpler upsell to packages that include some VOD (or even individual VOD programs) based on the combination of an extended catalogue and the lack of adverts.
You hvae to remember there are lots of complaint coming through either logged incorrectly or just real complaints, they have to contact the customer but alot of the time customers arent in

Jonathan90 27-10-2008 10:34
Re: VM traffic shaping policy changed?
 
no offence but i have got stm outside of hours 3 times now say if i do call them up will they return me to my normal speed?

if not whats the point.

Magilla 27-10-2008 11:26
Re: VM traffic shaping policy changed?
 
Quote:
Originally Posted by munkor (Post 34662314)
i dont have virgin phone, and the last few times ive called them i was put on hold for over 45 mins...

thats a lot of £ for em to just bs me some more

Same here, last time I had to call it cost me ~£35 in call charges. Ended up getting a VM phone purely so I can call 150 for free... Last year I ditched it 'cos I hadn't used it for months, then the BB goes tit's up and back it came.

Part of the plan?

Turkey Machine 27-10-2008 12:03
Re: VM traffic shaping policy changed?
 
Surely not, otherwise it'd be worth the extra £2 a month you pay for the phone line? :p:

On a separate note, I think I'll need an engineer round to connect up the phone line. I ain't paying for a service I ain't getting! :D


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