Cable Forum - TiVo I am fuming at CS

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Re: I am fuming at CS

Just to answer many questions - and there are good ones, that have been brought up.

I wish to thank the member for being so kind as to give me the email address for Tom, the CEO at VM.

Update on this. My wife got a phone call today from someone in there office.
We were told that under no circumstances are we to give out the password, that we were asked for yesterday. We were asked for the password, for them to gain entry to our computer - they apologised for this.

They also apologised for the amount of times we called them to fix the problem - on record, they have us down as making five calls. And they we were still connected to to the call despite, us ending the call.

The VM's office, were keen to ask if everything was now fine, and it is now. My wife apologised for me sending the email. And was told that ' If we have a complaint about the service, we are within our right to complain. And now everyone is happy.

The CEO's office is going to listen to our calls - and action will be taken, and training given.

And yes, we were advised to change our password - which we have. As l have said before, l will only complain IF, l feel that we are not getting the service, that we are paying for.

Thank you members for your help.

Re: I am fuming at CS

Sounds a great outcome especially the training being given. Being without broadband for even a day is a genuine inconvenience for most people. A few years ago maybe it wasn't but this is 2014.
I still think VM's reliability link lies in its green street cabinets. I lose track of the number I see just tied up with string or tape. I can't understand why the company treats such key items with so little TLC.

Re: I am fuming at CS

Quote:

Originally Posted by Arthurgray50@blu (Post 35702407)

Paultrademark, further to your comment.

The advisor asked for our password, and they put it in the screen. And it still didn't work

Am sure you are aware now, but in future never give anyone your password for anything either online, over the phone or by remote connect.

The agent has breached DPA and is poorly trained!

Re: I am fuming at CS

Quote:

Originally Posted by paultrademark (Post 35702633)

Am sure you are aware now, but in future never give anyone your password for anything either online, over the phone or by remote connect.

The agent has breached DPA and is poorly trained!

Genuine question - how has the agent breached the Data Protection Act?

Re: I am fuming at CS

Quote:

Originally Posted by 1andrew1 (Post 35702627)

Being without broadband for even a day is a genuine inconvenience for most people. A few years ago maybe it wasn't but this is 2014.

Oh come on that's taking it too far. MoneyAM's prices feed was down for one day due to a fibre problem (funnily a Virgin fibre) but the rest of the site was up and those traders that need a continuous feed have a backup to another streaming supplier.

If you want backup have a 3G dongle.

As has been said before you get what you pay for :D

Re: I am fuming at CS

Broadband and the internet is such a vital part of life now so we can't compare it to "back in the day". i've had the internet since i was 11. I'm now 28. i've not and cant remember a world without the internet being a vital part of my life.

So i can understand your frustration. id be fine with the indian call centres myself if they understood me. there is saving money and then there is genuinely providing a lacklusture customer service after 6pm...

Re: I am fuming at CS

Couldn't be without internet for a couple of hours let alone days, it would drive me crazy. Everything needs an internet connection ipads, laptops, games consoles, phones etc.

Re: I am fuming at CS

And all the companies we have accounts with who want us to go paperless, VM as an example. Got to have an internet connection at reasonable intervals to keep in touch.

Re: I am fuming at CS

I would be lost without the internet as many things are done online nowadays. If I have to phone customer services I am always nice as having worked in customer services for many years I know that if I get a customer who thinks it is their god given right to be nasty and abusive to me I don't really go out my way to help them but if they are nice and understanding I will go beyond the call of duty for them and maybe give a voucher to them if I have not went over my allowance. Some people just do not realise that some things are out my control and their is only so much I can do, I can only pass their complaints onto the relevant department and it is not my fault if they are not getting back to them so my advice to anyone phoning customer services be nice it will get you further in the long run and everything you say either gets recorded or noted.

Re: I am fuming at CS

Quote:

Originally Posted by Maggy J (Post 35702294)

I'm wondering where all the help and understanding went that used to be an important part of this site..even if it was only to say there,there.

Sadly, many members appear to have replaced this with snide, rude, sarcastic comments, which is a problem that many people bring up whenever this site is mentioned or reviewed.

Quote:

Originally Posted by Maggy J (Post 35702346)

Just to point out that I was not making a point as a MOD..if I were it would be in bold.I was just expressing my dismay at an increasing trend towards a certain aggression to those seeking help or sympathy for what they consider poor service.
Also I think that some are failing entirely to separate the lower basement section of the site(current affairs etc) and the technical forums.There is a difference and whatever one's opinions in one should not really affect the help and support offered in the other.

Again, I agree with what you say.

To avoid any future confusion as to whether you are or are not wearing your moderator hat when posting, you may wish to consider following the lead of other members of the Cable Forum Team ie bold is a mod decision and non bold isn't.

Quote:

Originally Posted by vincerooney (Post 35702666)

Quote:

Originally Posted by Pauls9 (Post 35702696)

And all the companies we have accounts with who want us to go paperless, VM as an example. Got to have an internet connection at reasonable intervals to keep in touch.

I agree with you both. The fact that we use to live without broadband is now moot as our lives have changed. Going by the analogies given, if someones 'phone became faulty in the 1980's, they could have been told not to worry as we all managed without the telephone in the past!!

Re: I am fuming at CS

Quote:

Originally Posted by harry_hitch (Post 35702376)

Whenever I have a problem (very rarely) with my wifi/BB, I connect my laptop to the superhub and then phone customer service who can then access my computer. I imagine Arthur uses wifi for his BB (like most people) and figured everyone would realise that.

So when your broadband is down you connect your laptop to the superhub, phone CS who control your laptop. How exactly do they do that when your broadband is down?

Re: I am fuming at CS

If not having the internet drives you that mad you need to invest in another connection and a failover router.

When my VM goes down I just log a fault and wait for it to be fixed, if it isn't I escalate via the VM forums who are very helpful. All the while my router has switched over the the 80/20 FTTC and my blood pressure doesn't rise.

Re: I am fuming at CS

Quote:

Originally Posted by Dush (Post 35702807)

Not everyone can afford 2 connections, in theory it's a great idea but sadly out of a lot of peoples reach.

Re: I am fuming at CS

Quote:

Originally Posted by paultrademark (Post 35702633)

Am sure you are aware now, but in future never give anyone your password for anything either online, over the phone or by remote connect.

The agent has breached DPA and is poorly trained!

I'm sure when i've phoned to change a package i've been asked for my account password, how else would they know it's me asking? Anyone could phone up and pretend to be me, if they know my account number, and put me on the highest package?

Re: I am fuming at CS

Quote:

Originally Posted by theone2k10 (Post 35702818)

Not everyone can afford 2 connections, in theory it's a great idea but sadly out of a lot of peoples reach.

Agreed, I know only a couple of people in that luxurious position who have employer-paid BT for work and VM for leisure. Most people can use their mobile phone's hotspot for a bit but you shouldn't need two broadband subscriptions in case one has a problem unless you're a huge e-Bay trader or something!