Cable Forum - Useful Customer Service and Faults Information

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- Virgin Media TV Service (https://www.cableforum.uk/board/forumdisplay.php?f=11)

- - Useful Customer Service and Faults Information (https://www.cableforum.uk/board/showthread.php?t=46384)

Re: Useful Customer Service and Faults Information

my word! that was detailed should help clear up some confusion though!

just as an add on to the end of the post, im not sure if its the same with TW customers but new DPA guidlines have come in recently regarding 3rd parties on ntl: accounts

the 3rd party must be named on the account either in the notes or an alert code on ICMS and also must be able to quote the password.

if there is no password or the 3rd party isnt named no information about the account can be discussed, only general enquiries

Re: Useful Customer Service and Faults Information

The opening times for most departments - apart from Customer Services, have recently changed to align with Telewest.

At the moment it is being confirmed but it will go ahead from February.

Opening times:

Mon-Fri: 8.00am to 10.00pm
Sat: 8:00am to 10:00pm
Sun: 9:00am to 10:00pm

Offshore only so far after 10:00pm

Re: Useful Customer Service and Faults Information

Interesting information this may be but I have a problem with a VS2004 Dect telephone and have tried for over 15 minutes to get 0870 241 3201 to answer and of course as they are making more money from the 0870 system than they do giving service they are not bothered in answering so what do I do to get an answer?

Re: Useful Customer Service and Faults Information

On another thread a number for Virgin Media head office was posted: 01256 752000

If you are having problems with CS call the above number and as for "Top Level Complaints". This is an office and not a call centre.

Re: Useful Customer Service and Faults Information

Have the virgin media "150" cs hours changed?, i rang 150 at about 7.30, got past the recording about missing sky one etc, then it gave me 5 options. I pressed one and got cut off. I tried once more, pressed 5 and got cut off again:mad:

Re: Useful Customer Service and Faults Information

Quote:

Originally Posted by SimonB (Post 34238429)

Does anyone have a fax number for Virgin Media ?

Thanks.

Re: Useful Customer Service and Faults Information

I just called to cancel because of sky 1, 2 and sports news. Chose option 4, then 3 and both times i got 'it apears you have not told us what you would like to hear next' and trasnfers me back to the main menu.... aaaggghhhh

Re: Useful Customer Service and Faults Information

is there a published list of all the Error Codes for V+ & VoD ??

If not you should make one available.

I work in Apple Mac Tech Support and I have every Error code available so if one of my clients calls quoting a code I can tell them what it is and what to do. These Apple Error Codes are not restricted information and openly available if you know where to look. Any Mac user can refer to this list to get an idea of what might be wrong with their machine.

I do think to have a basic maintenance guide available to users for the V+ box would be a good idea - basically it is a computer just like any other be it OS X, XP/Vista or Linux based. There must be many functions that we the users can perform to help keep our kit optimised and running as clean as possible?? I'm guessing it would save CS and engineers a lot of headaches - afterall we keep our personal machines in shape [kind of]. what d'ya think VM ???

Re: Useful Customer Service and Faults Information

Quote:

Originally Posted by SimonB (Post 34238429)

If like me, you object to paying for 0870 and 0845 numbers and your VM phone is out of order, or you are away from home you can dial the geographical number 01256 752 000 9am to 5pm.
The charge for this is the standard national call charge rate, or free if you have a package with another phone provider (like talk talk).
Virgin Media Head Office Switchboard will connect you to CS.
Doing this can save you a lot of money if your making loads of calls to an often overstreched CS.

Re: Useful Customer Service and Faults Information

Im not one to make a fuss, usually, But tonight is different!
My wife phoned customer services last week, to ask why a program had disapeared. Very brave of her as she suffers from a mental health problem that makes such things much harder for her than most of us, but I was working away and she wanted to do her best.
The result- she was signed up for a more expensive package!!!!!!!!
Tonight I phoned to ask why programs were reducing in quantity but the bill wasn't.
Usual stuff,"we can remove any programs we want, read the contract"was the basic line.
So I asked to speak to a higher authoriry, I THINK he has returned us to the original package, though I'm not too sure.
When I queried the cost for the package we have, I was informed that customer services don't deal with that, and I would have to write a letter to National customer services.
Now NCS are open for phone contact 8am to 5pm. I work 6am to 6pm.
But these are the media expert: E-mail / direct internet connection?? NO! only a letter will do! Am I wrong in finding this a little dated?
One other thing while I'm on a rant, the package is in my wifes maiden name, but the bill comes out of my bank account, but they will not talk to me without my wife being present, despite her trying to change the name for two years.
Sorry for boring you all with this but the alternative was to go out and kick next doors cat.
I thought I was the customer, but tonight I feel as though they think they are doing me a favour by allowing me to give them money every month. Maybe not for much longer!:mad:

Re: Useful Customer Service and Faults Information

Perhaps a better online service in which we can send a hit out to the box ourselves would in itself get rid of alot of call queues.