Re: Punters even more dissatisfied by Virgin Media's package
 

I'd be 100% satisfied if they stopped using their own definition of the word "unlimited" and gave customers what they pay for, and Virginmedia advertises, an "unlimited" broadband/phone service.

Re: Punters even more dissatisfied by Virgin Media's package
 

It's probably about the same, NTL before they merged with Telewest did seem to have UK only call centres but the hold times were ridiculous it wasn't unheard of to be waiting over an hour and a half to get through.

It was when they merged with Telewest or just before that they introduced the offshore call centres. I think Richard Branson said at that time he would only let NTL Telewest use the Virgin name if they improved their customer service.

Re: Punters even more dissatisfied by Virgin Media's package
 

Agreed.

Overall yes, apart from the use of overseas call centres. The waiting times are far less and the attitude/behaviour of the staff has improved remarkably.

I can never understand why people are so afraid of being tarred as racist, that they are reluctant to criticise any other race.

Indeed he did!

Re: Punters even more dissatisfied by Virgin Media's package
 

Well does that mean I was lied to by VM staff then??

---------- Post added at 18:19 ---------- Previous post was at 18:17 ----------

Well they failed miserably there then.

---------- Post added at 18:20 ---------- Previous post was at 18:19 ----------

You aren't saying that they lie in their advertising are you??????.......So that would be the same as most big companies then. So it probably won't change.

Re: Punters even more dissatisfied by Virgin Media's package
 

Why would it be better. VM is ntl:Telewest and has mostly the same staff.

Re: Punters even more dissatisfied by Virgin Media's package
 

The answer would be yes, unless Liverpool has now moved offshore and I am not being funny in any way here so do not take offence, as the thought of anyone employed by Virgin Media turning round and telling you such lies makes my blood boil.

Re: Punters even more dissatisfied by Virgin Media's package
 

Are you high up enough in VM to know for sure?

What I was actually told was that they were moving some from overseas to Swansea.

Re: Punters even more dissatisfied by Virgin Media's package
 

I am led to understand that management have improved the behaviour, work focussed culture and attitude of staff through: extra training, performance monitoring and improved discipline.

Re: Punters even more dissatisfied by Virgin Media's package
 

They are closing the Liverpool office with the loss of 435 jobs including all of their broadband 2nd line and the argument to save jobs has even mentioned the potential closure of offshore in order to save our jobs.

We see all the minutes from any meetings between the CWU and the Virgin Media negotiating team and not once has the been any mention of bringing back jobs from offshore be that India, Manila or even South Africa because every member would be aware of this by now.

Remember we are a technical support centre so the only other possibility would be for some of the customer service positions to be what were discussed but those jobs in the UK are based in other centres around the UK.

If you actually know this person then you would need to ask specifically what roles they are talking about because at present it is not our jobs.

The only jobs being advertised in Swansea at present are broadband technical support and for 2nd line support agents.

---------- Post added at 20:55 ---------- Previous post was at 20:54 ----------

It is the same staff with basically the same training, performance monitoring and improved discipline so no change there as the targets have never changed.