Re: Why can't Virgin Media ever get their customer service right??
 

https://www.cableforum.co.uk/images/...2011/12/22.jpg

Re: Why can't Virgin Media ever get their customer service right??
 

That's exactly why i take issue with calling the rep a liar because without a real transcript/recording of the conversation we will never know exactly what was said

Re: Why can't Virgin Media ever get their customer service right??
 

Do you train your staff to astroturf review websites?

Re: Why can't Virgin Media ever get their customer service right??
 

:LOL:

Thats perfect ;)

Re: Why can't Virgin Media ever get their customer service right??
 

OH, MY, GODDDDDDDDD!

Apologies to Media Boy, but this just became thread of the year! Can't believe some people are so down on it - loads of trolling, an argument that neither side is backing down from across about 200 posts, some actually very helpful information in amongst all the rowing and now la creme de la creme, la piece de la resistance - the trust-pilot review for the OP's own company, written by somebody with the same surname!

Seriously - what's not to like!

Back on topic - having just explained the full hilarity to my wife, she said "really? I've always found them pretty helpful".

Re: Why can't Virgin Media ever get their customer service right??
 

Brilliant........https://www.cableforum.co.uk/images/...2011/12/16.gif

https://www.cableforum.co.uk/images/...2011/12/17.gif

Re: Why can't Virgin Media ever get their customer service right??
 

:dunce: hat for that fail

Good spot Hugh :D

Re: Why can't Virgin Media ever get their customer service right??
 

I read these forums a lot ... but don't post very often ... bit wary of posting in such a contentious thread don't really want half the people on this site to hate me ... but ...

I've had to deal with Virgin CS quite a few times in the last year (I went through about 4 V+ boxes in a year) and I found that as a rule of thumb if I pressed the button to leave (or was lucky and got an agent in the UK call centre) then I got good CS - yes I normally ended up without TV for a few days but I don't see how that could be avoided. When I've dealt with the overseas call centre the experience has been less solid ... but I don't think this is a VM specific issue earlier this week I had to call Barclaycard customer services ... they changed my billing date without telling me ... the agent informed me that my billing date was the 14th working day of the month and the payment date 25 working days later. I told him he was wrong (which he was) I was polite about it - I simply pointed out thatbased on the dates he had given me there were only 16 days (not working days) between the statement date and the due date so there was no way his 25 working days could be correct. He went away spoke to someone and eventually came back with the correct information. Did he lie? Personally I don't think so? Did he make an assumption based on what is normal instead of checking? Yes.

I don't work in a call center, nor have I ever worked for VM - but I did use to work in retail customer service - frequently I would tell a customer it wasn't possible to do something (because of company policy) and, when they spoke to a manager, the manager would over rule me "just this once" and declare it fine - the customer would accuse me of lying - I just had to get on with it - very occasionally the manager would admit to the customer that I had done everythign in my power but more often than not the customer left assuming I was either a)useless or b)a liar (or possibly c)both). I didn't like it but that was my job then so I just got used to it.

So ... Why can't Virgin Media ever get their customer service right??

I think they can .. sometimes ... and that in reality that is as much as any big company with thousands of customers all on subtly different contracts with different services different loyalty schemes etc can hope to achieve. To train staff better than that would probably double my subscription ... so I'll stick with service that is good most of the time and not pay any more!

Wow that turned into a much longer post than I expected .... why didn't I just say I've had good CS and leave it at that?

Re: Why can't Virgin Media ever get their customer service right??
 

a good balanced post, thanks :tu:

Re: Why can't Virgin Media ever get their customer service right??
 

i cant believe wha ti might have found :O

http://www.insiders-view.co.uk/disgr...rt-forum/00544

doa search for tim ;) sounds a lot like our tim :O but i cant say it is :) kinda goes agianst what hesays about himself and his company :O i better watch out cause he might shoot me down like on those forums :O

Re: Why can't Virgin Media ever get their customer service right??
 

Hold the press everybody look at the name on that review then look HERE and check the company name :LOL:

Re: Why can't Virgin Media ever get their customer service right??
 

that what my first thought was when i found it :O also you should have alook at my find :p

Re: Why can't Virgin Media ever get their customer service right??
 

Pm me the details i have been looking but cannot find it :dunce:

Re: Why can't Virgin Media ever get their customer service right??
 

page 14 last post of that page :p your post madea new page :p

Re: Why can't Virgin Media ever get their customer service right??
 

Oh dear :( 2 companies owned by the same person writing reviews for his own companies

Re: Why can't Virgin Media ever get their customer service right??
 

:LOL:

Re: Why can't Virgin Media ever get their customer service right??
 

Unless of course its on a review site for potential customers

Re: Why can't Virgin Media ever get their customer service right??
 

:LOL:

Re: Why can't Virgin Media ever get their customer service right??
 

Re: Why can't Virgin Media ever get their customer service right??
 

Excellent :LOL:

Re: Why can't Virgin Media ever get their customer service right??
 

This thread just got really interesting! Whilst I find the recent turn of events terribly ironic, I do have an uncomfortable sense that we might just be overstepping the mark a little here.

We've had a little chuckle and the original poster has no doubt had to eat some humble pie but I think that posting various links to personal and business information on the original poster is incredibly intrusive, even if it is readily available in the public domain. It just feels like a name and shame exercise now, borderline bullying.

Re: Why can't Virgin Media ever get their customer service right??
 

The thing is though The op (Tim) has every oportunity to justify his actions ,or try to ,whereas the rep/s at VM cannot respond to his claims that they are liars which are far more serious allegations than Tim's self reviewing of his own products ,but im sure the mods have a close eye on the thread to make sure it doesn't get out of hand ;)

Re: Why can't Virgin Media ever get their customer service right??
 

I actually had a fault related to what happened to the op yesterday. A customer had ordered TiVo and sky sports HD. The install date was at the end of January. The customer called back up and wanted the premium hd sooner. The agent cancelled the order added HD then rebooked the TiVo. When the hit came through to the v+ box it changed the occurrence to a TiVo and the customer lost all V+ features. I was then sent out on a fault call and had to replace the v+ for the TiVo.

So really my point is, there is a reason they don't like to cancel orders and rebook as it can cause issues, also it's a bit of a billing nightmare charging for hd sports for 2 days longer than the TiVo fee etc

Also although I understand where tim is coming from, technically it's a lie, it is possible, but comes with risk of complications that are much greater than missing hd channels for a few days. It's easier to say "it's not possible" for the customer and the cs member of staff than to have a lengthy discussion on how virgins system works.

Re: Why can't Virgin Media ever get their customer service right??
 

Exactly what I was trying to tell the OP in my posts. Am sure he would have had a REAL issue if that had happened to him!

Re: Why can't Virgin Media ever get their customer service right??
 

Well you are making it up to suit VM now. I told you what happened, he said "it isn't possible", and that was that. It's only when I pushed that he could be bothered to either do something, or find out if it could be done. He only put me on pause for a min or two, so it can't have been as difficult to sort out as many VM employees are trying to make out.

Well I agree 100% with you that many sales staff use hype, gimmicks and even lies to get sales. But not me. And if you want evidence then go to [mod edit: no advertising please] where you will see that I actively campaign against such tactics.

---------- Post added at 09:40 ---------- Previous post was at 09:36 ----------

As I keep saying, this is about VM, and not individual staff. Stop twisting it to make me sound like the villan here.

I have received poor CS from VM on many occasions (as I'm sure many, many people have). But what disgusts me is the attitude of the VM staff on here, who try to make excuses, or twist things around, rather than showing any concern whatsoever that a customer received poor CS.

Re: Why can't Virgin Media ever get their customer service right??
 

They would be sacked if they did

---------- Post added at 09:42 ---------- Previous post was at 09:41 ----------

But I do know what was said!!!

Re: Why can't Virgin Media ever get their customer service right??
 

As I have tried to tell you before, its nothing to do with not being bothered, read jb66's post about the fault issue he had to deal with. That is the main reason for not editing or trying to change a work order.

Re: Why can't Virgin Media ever get their customer service right??
 

As I have said many times on this thread, they do get it spot on sometimes, although almost never with overseas call centres.

But I'm talking about the many times that they have got it wrong.

I don't know the details of your individual case. But my example points out the fact that it took 4 phone calls for them to get it right. And even then they didn't want to rectify the problem.

---------- Post added at 09:51 ---------- Previous post was at 09:49 ----------

Well that post was a load of cr#p. But I can't believe that people are actually sad enough to start stalking me.

YOUR POST IS SOOOOO FAR OFF TOPIC!!!!!

Re: Why can't Virgin Media ever get their customer service right??
 

Hmmmm,think I need a new bed but where should I go...........:rolleyes::rolleyes:

Re: Why can't Virgin Media ever get their customer service right??
 

What about the 4 calls to sort it? Do you think that is good service??

Re: Why can't Virgin Media ever get their customer service right??
 

If you had read some of the other posts by other agents you would have seen that policy can make things impossible for first line agents and just because they eventually rsolved it does not make them a liar.

Re: Why can't Virgin Media ever get their customer service right??
 

The four calls have nothing to do with it, just know that to change an open order can cause issues with the rest of it and you can end up with even more problems.

The CSR didn't lie and he did do his best to sort out your problem.

Re: Why can't Virgin Media ever get their customer service right??
 

well eveeryone here thinks oyu are villian because you have called teh agent a liar

Re: Why can't Virgin Media ever get their customer service right??
 

3 of which were your inability to wait.

Re: Why can't Virgin Media ever get their customer service right??
 

anything that says your wrong is c* but anything that says your right is perfect???? oh i am stalking you :O if your attuide wasnt the way it was i wouldnt be intruiged by you are your comment esicpalyl about yoru own company which seems to suggest formt hat review site that your company isnt what you make it and it possible like other companies and make mistakes

---------- Post added at 10:22 ---------- Previous post was at 10:21 ----------

:clap:

Re: Why can't Virgin Media ever get their customer service right??
 

But the members of this forum don't .Whilst I and some others may be willing to take your claims at face value and offer some support re. the shoddy cs claims others will not .
Having said that i am coming to the conclusion that maybe your attitude on the phone did not endear you to the first 2 or 3 reps because of your preconceived idea that VM train their reps to lie .I feel you must retract your claim that the rep lied

Re: Why can't Virgin Media ever get their customer service right??
 

How can you say that????

I started this thread, and it is about poor CS at VM. And the example was that it took 4 calls to get it right.

The fact is that in order to try and defend VM, you keep bringing up the lying issue. Which as the OP I have said many time, isn't the main issue.

So stop trying to deflect things away from the main issue.

---------- Post added at 10:49 ---------- Previous post was at 10:47 ----------

That's because this thread is full of people with connections to VM, who are using the usual bullying tactics to try and shut me up. And there is no point in complaining, because half of the bullies are mods.

---------- Post added at 10:50 ---------- Previous post was at 10:49 ----------

:notopic::notopic::notopic::notopic:

The topic is about poor CS by VM, and not about libelous comments about me.

---------- Post added at 10:51 ---------- Previous post was at 10:50 ----------

Read the first post!!!!!!

---------- Post added at 10:52 ---------- Previous post was at 10:51 ----------

No, people with connections to VM have tried to make me out to be a villan to try and detract from VM's poor CS.

The lying issue is secondary.

Re: Why can't Virgin Media ever get their customer service right??
 

but the lying issue the fact you think they have is the main issue people have, ok maybe the vm staff think you got good cs but other including myself have you have had bad cs but cause it took 4 calls but the last agent gave you good cs by going outside the rules book so to say but you have called them a liar, asked you good few pages back what you would say if the person had a disbaiulty and meant they had a limit vocalable like me and they didnt know how to express what they meant was that istead of being impossible that it techincally feasible but could cause mro problems meaning you have to wait long but you never respond to that because it goes against you and prove you cant rpove they are a liar just bad choice of words , you mgith find mroe pople go to your side if you admit it was not lie by the agent because you cant prove he tried to deceive you and that he hada bad choice of words but your annoyed at his training of how to deal with that type of situiton then that would be saying virgin meida are at fault with training and the agent just had bad choice of words nota liar

Re: Why can't Virgin Media ever get their customer service right??
 

erm, libelous* comments?

Are you stating that the review of your company is not written by your brother, who is a director of your company? If so, and you state that the writer is not related to you in any way, I am more than happy to apologise and withdraw that statement. Otherwise, you are calling me a liar.

btw, I, and many others who have disagreed with you in this thread, have no connection with VM (formal or informal, besides being a residential customer).

*A published false statement that is damaging to a person's reputation

Re: Why can't Virgin Media ever get their customer service right??
 

i have no connectiosn to virgin but it your attuide and instenince thata person lied to you tha ti have the problem with, i have many times critised virign on here not this thread but cable forum but i have at times appauld when something is done right to everyone else who has doesnt have impaired view on the matter you have had bad cs cause it took 4 calls but the 4th agent done over and above what he shoudl have but gets called a liar you cant see what the main problem poeple are having with you

Re: Why can't Virgin Media ever get their customer service right??
 

Your claims of poor cs have been addressed ,I and some others have backed you up in that .Maybe the 1st or 2nd rep you spoke to should have done what the 4th rep did ,that is a matter of opinion .Other members have taken issue with your assertion that the 4th rep lied to you which is a deliberate act to mislead or deceive ,a serious accusation and one that cannot be allowed to pass unchallenged by VM staff on here simply because the rep in question cannot defend himself

I see no evidence of bullying (a charge levelled at you on certain forums),i see plenty of people taking offence at your claims of lying reps without any evidence apart from hearsay.
I can categorically state that in some cases the MOD's and VM staff on this forum have PERSONALLY gone out of their way and resolved issues from posters via emails and personal contact with Vm .They are prepared to do this should the issue warrant it and the poster doesn't label VM staff liars

Re: Why can't Virgin Media ever get their customer service right??
 

if you trully believe hte mods are bullying you you do know there is super admins and higher up mods that mod the mods and have in the past put out outcomes that dnt favour the mods because the mods have been worng you could easily pm one of those higher up ones the mods are accountable to

Re: Why can't Virgin Media ever get their customer service right??
 

Re: Why can't Virgin Media ever get their customer service right??
 

The four calls have a lot to do with it, in fairness. The first call should have left the OP with, at the very least, the knowledge that to change an open order can cause issues. The fact that it didn't leave him with that knowledge, and further the fact that actually Virgin DID sort his problem out after 4 calls show clearly that they could have done so after just one, or at least advised him better about why they couldn't.

The OP's inability to wait for HD channels might suggest to some that this is a minor issue blown out of all proportion. I'm no HD junky, so I'd be inclined to agree - but I also can't quite believe that Virgin have set themselves up with a system that doesn't cater for impatient customers without potentially throwing up serious issues. That is very, very poor.

The OP has used the wrong language and has tried to make out that this thread is about the organisation as a whole whilst singling out individuals for unwarranted criticism - he's done himself a lot of harm. BUT, he has also received poor customer service, and, whether you like it or not, he has a right to vent about that. I'd like to think that, had he not accused an individual of lying that most on here would have actually been sympathetic.

Re: Why can't Virgin Media ever get their customer service right??
 

I agree ,and certainly the OP has done himself no favours whatsoever branding reps as liars .

It should be noted that sky's system for changing an order is even worse

Re: Why can't Virgin Media ever get their customer service right??
 

:clap:

Nail and head me thinks

Re: Why can't Virgin Media ever get their customer service right??
 

Yup.

Re: Why can't Virgin Media ever get their customer service right??
 

+1 :clap:

Re: Why can't Virgin Media ever get their customer service right??
 

Simplez :clap:

Re: Why can't Virgin Media ever get their customer service right??
 

Why do you insist someone was lying to you when all they were doing was telling you the truth that whatever you wanted done was not possible, probably due to them being a first line agent without the relevant permissions, but they then went elsewhere and got it sorted for you, in my eyes that is above and beyond the call of duty and should be applauded not berated in such a poor and stupid way.



This is a public forum and the details they appear to have posted are in the public domain and all names and contact details are behind usernames unless put on public display as per your own.




From your first post you insisted the agent was lying which in reality they were not as they personally were unable to sort your issue out themselves without seeking help, and for that valiant effort you called them a liar.

Now about that review by the person with the same surname as yourself.

Re: Why can't Virgin Media ever get their customer service right??
 

I thought that this thread was funny at first but now I have just ordered some wood to build a frame and some rope to use as well?

Re: Why can't Virgin Media ever get their customer service right??
 

Tim ?

Re: Why can't Virgin Media ever get their customer service right??
 

I have always found the uk customer service very good with Virgin! However I cant say the same when I phoned up to add boxnation the other week because when I got my bill last week they had changed my phone pack to XL from M and added a 08 number thing???? never even spoke about these changes with me on the phone, I can only assume they are on commission? 5min call to Scotland at 2210 at night and it was all sorted. Well done customer service team and merry Christmas

Re: Why can't Virgin Media ever get their customer service right??
 

I think maybe you should get your facts right before making libelous comments Hugh!!!!!

The review in question is a site owners review, and not a customers review. So I think you need to wind in in a bit before you make any more libelous comments that could land you in trouble.........And that goes for the rest of you who didn't check your facts before mouthing off.


Now as a mod Hugh, you should know better than to try and take this so far :notopic: , especially as your only intention for doing so was to personally abuse someone.

Maybe you should seriously consider your position as a mod, before you get the whole site in trouble.

---------- Post added at 18:16 ---------- Previous post was at 18:15 ----------

More personal abuse from a mod who should know better!

Re: Why can't Virgin Media ever get their customer service right??
 

With who, the magical forum fairies?

Re: Why can't Virgin Media ever get their customer service right??
 

Can't you get this into your head????

They said "it isn't possible", because they wanted to end the conversation. This wan't true, because it was possible. This is quite simple, even a 4 year old could understand it.

That would only be the case if the details had been reported properly. However wghen someone implies dishonesty, when there was none, then that's when it becomes libelous.


The agent wasn't telling the truth, so they were lying. But as I've said many times, that isn't the main issue. I get used to sales reps, and people in all sorts of call centres lying to me.

Re: Why can't Virgin Media ever get their customer service right??
 

Page Title of the URL is I don't see where it says its a site owners review, care to point it out?

Re: Why can't Virgin Media ever get their customer service right??
 

The rep in question hasn't been named, and so doesn't need to defend himself.

The fact is that I was given an untrue statement by a VM representative (either because he wasn't trained, or he was being lazy).

A statement, should be a true statement, otherwise it is a lie.

If the rep wasn't trained properly, and so didn't know, then he shouldn't have made an untrue statement. He should have checked. He wanted to end the call, and only checked with someone else once I pushed the matter.

If staff aren't trained to do the job unsupervised, then they should be supervised until they reach an adequate level. But one thing they should NEVER do is to make a statement that they don't know is true.


Bullying is very common on many forums, especially by certain groups. In fact I have received support from some members warning me about the way some groups of people try to bully others.

Re: Why can't Virgin Media ever get their customer service right??
 

Good question ;)

Re: Why can't Virgin Media ever get their customer service right??
 

You are having a laugh. From previous experience, they do nothing at all.

Re: Why can't Virgin Media ever get their customer service right??
 

Indeed.. it's VERY clear what this actually is...



http://www.trustpilot.co.uk/review/w...lum-beds.co.uk

Re: Why can't Virgin Media ever get their customer service right??
 

I wasn't actually being impatient. The first time I called after installation was because I had no movies (HD or otherwise). So I politely explained to the rep what I should have had in my package. I was told that I would have my full package within an hour.

To be fair, I did have movies within the hour, but I didn't notice that I didn't have the HD movies until the next day. So when I phoned again, it wasn't to complain as such. It was to point out that they hadn't added the HD package that I was supposed to have. If I had been told at this point that the HD movies would be added three days later, then that would have been fine. But I was told that they would be added within 24 hours (although I received a text within an hour to say that it would be activated within the next hour).

So when I called on the Sunday (still being polite), it was because I assumed that there had been some technical problem, as the texts are most likely automated once the activation is in process.

I explained to this rep exactly what I had been told by the other two. So even if he didn't know if it could be done, then the fact that I had told him what the previous two had said, should have made him wonder if it was possible. And he should have checked.

So I wasn't being impatient, I was getting fed up with the fact that I had to keep calling because either the reps or VM's system couldn't get it right.

Re: Why can't Virgin Media ever get their customer service right??
 

and that right there is why you have offended so many people .You have accused a real individual of lying knowing full well he/she cannot defend themselves or provide evidence they were not lying.As far as i am concerened that is the worse kind of bullying

Re: Why can't Virgin Media ever get their customer service right??
 

Several pages of nonsense about whether an agent lied or not.

The main issue about CS issues has been lost in a crappy argument about whether someone lied or not. This has been going around in circles - I've seen enough. Thread closed.

Lastly,

Merry Christmas.

:xmas:

---------- Post added at 19:03 ---------- Previous post was at 18:52 ----------

FAO Tim Deegan,

Do not ever threaten me again and do not under any circumstances abuse the reported post facility to make such threats.

This thread will not be deleted and will not be removed from public view under any circumstances.

Re: Why can't Virgin Media ever get their customer service right??
 

His position is quite safe, your position as a member however is far less secure.