Re: Digital Home Support from Virginmedia
 

On the face of it, it looks a good service for the many thousands or more out there who are not IT/PC experts and need help.

Re: Digital Home Support from Virginmedia
 

We had presentation from them and it does look good otherwise I would never have posted the link and it will be cheaper than the Tech Guys.;)

Re: Digital Home Support from Virginmedia
 

health check doesn't work on my Win 7 64 bit laptop, though thankfully HP provide their own health analysis/tune up. Does sound like a good solution for anyone not au fait with tech

Re: Digital Home Support from Virginmedia
 

How many in the UK?

Re: Digital Home Support from Virginmedia
 

No idea as they are ex PC Help people.

Re: Digital Home Support from Virginmedia
 

Only a small number from PC Help are transferring over but this is due to personal reasons by the PC Help staff. They have a few technicians (between 10-20) there already with more techs being added quickly. PC Help guys will be transferred when that PC Help ends 11pm 05/05/10.

Re: Digital Home Support from Virginmedia
 

Which I only found out after that post myself.;)

Re: Digital Home Support from Virginmedia
 

pt masque =[f daca esti de al meu pls trimete un mail xelaanadatyahoodotcodotuk mersi

Re: Digital Home Support from Virginmedia
 

Also having problems on my PC running Win 7 64 bit. Software starts to scan but never completes.

Re: Digital Home Support from Virginmedia
 

Mine does the same starts the scan but never finishes it. Windows 7 64bit too.

Re: Digital Home Support from Virginmedia
 

Radialpoint provide the software and are contracted to Virgin but the actual techs and sales guys are employed by, wait for it...........BeCogent that "fantastic outsourcing call centre solution"

Re: Digital Home Support from Virginmedia
 

Some Clarification:

The Radial Point project is run from Becogent's Glasgow site

The Ex-PC Help guys were royally shafted, they did not refuse to join the new project, infact they were looking forward to it. When Radial Point was coming on board the PCH guys helped by demonstrating to the client how good their technical knowledge and customer service skills were. The previous Business Manager had promised that Radial Point would be based in the Airdrie Site, this changed due to business needs, probably something like capacity planning. When someone eventually spoke to them, they were told they would have to work until midnight and no parking provision would be made. The majority of the team therfore had no option but to decline based upon additional costs, travel time and to be honest a complete lack of communication from the business. 90% of the team are now working on first level technical support, VM TSC. They have been rewarded the beCogent way!

The Project based in Glasgow was intially setup with one business manager and 1 operations manager, summarily appointed by the executive group, no need for interviews! They of course were the best people for the job, those possessing the experience and knowledge were refused roles on the project or frustrated to the point where it was not viable.

I have no idea why the business chose to operate in this manner, it may very well be they felt the PCH team were not up to the task, however given that the team helped win the contract I find that hard to believe.

My own personal experience with the Radial Point project has been relatively good, though some of their managers do seem to feel they are above 1st line TSC and often try and put the blame onto TSC for errors their agents make, I am equally sure though there will be some feedback going the other way.

If you are wondering if the above is true and how I know, well I resigned over some of the issues above, perhaps I should have given myself the login name of expchelpmanager!

Sour grapes? You betcha!

Re: Digital Home Support from Virginmedia
 

Spot on mate, I too, left due to the way things were being done.
The management at BC were blatently lying to the client RP and charging for work not done.BC have paid off a lot of the Techs in Glasgow without even a proper reason. Long live the BC temp contract.

Re: Digital Home Support from Virginmedia
 

beCogent are not the worst to work for, however having said that some of their work ethics are not quite just how they like their image to appear!

It certainly does matter if your face fits with the executive group, particulalry the operations director and yet if it does not they still want you to be positive, and ignore the negatives (HR Director Quote)

I guess that most outsourcers will have their secrets and perhaps have to be imaganaitive when it comes to explinations for poor performance in terms of their clients, and even may need to over exagerate their costs for ancillary services such as the HA Pool, or may even double or triple training costs depending on their programme profit! (all business managers need to look good)!

The problem is that when they do shaft loyal employees they run the risk of exposure, of course that depends on what they have exposed themselves to. For example it would not be clever for a member of the HR team to leave themselves logged in to their system for all to see and read ... or more! (hypothetical) or even a senior operarions manager or to the extreme business manager (again hypothetical).

I happen to think Virgin Services are excellent value for money, and I love my cable modem!

Now any one got views on BC's PCIDSS status, flimflam, sham or ?

Re: Digital Home Support from Virginmedia
 

I am no longer with the company, but I'll just say that I left for unrelated reasons. I was aware of the radialpoint project and the lack of communication offered to the ex pc help staff - it's just the way BC operate. Why should they care about the CSR's once the project is signed and sealed? They were then surplus to requirements, the idea was that the Glasgow site would have plenty of others as feed. No need to reward those involved. CSR's are disposable, just bums on seats! Like you say, if the face matches...

The takeover of BC should be interesting for those still there. Let's see what the upcoming clearout does. It is long overdue.