Virgin Media executive admits to 'crap service'
 

Virgin Media executive admits to 'crap service'

http://www.telegraph.co.uk/money/mai...3/cnvirg23.xml

Virgin Media's head of internal communications has admitted in public that the cable company has a history of "crap service" and ''very tired people", and has been stuck in "synergy hell".

...

His disclosures about the task of rebranding two unloved cable companies under the glamorous Virgin umbrella come at a sensitive time. Next month the group will start a £20m marketing blitz fronted by Hollywood star Uma Thurman as it relaunches NTL as Virgin Media.

...

Sir Richard sold Virgin Mobile for close to £1bn to NTL in April of last year, signing a lucrative licensing deal and taking enough shares in the new group to become the biggest investor.

At the time the tycoon denied he was putting the Virgin brand at risk by associating with a company known for poor service, including call handling and response times. "By the time the Virgin brand is on [the new company] these kinds of issues will be a thing of the past," Sir Richard said.

The company is still integrating five different billing systems, although it is understood that it hopes to complete this process within four to five months.


Virgin Media Presentation:
http://www.telegraph.co.uk/money/gra...3/cnvirg23.pdf

Re: Virgin Media executive admits to 'crap service'
 

I think Sir Richard is right. Calling NTL used to be a nightmare but now I've found I can get through to someone quite quickly. :)

Re: Virgin Media executive admits to 'crap service'
 

Synergy, I'm sure those still left at ntl:telewest are fed up to the back teeth with word.

Synergy is ntl:telewest speak for redundancy and he's right we are tired.

Re: Virgin Media executive admits to 'crap service'
 

What a refreshing change to see someone talk about how it really is, instead of the usual company clap trap and buzz words and phrases. Good on James Weekley I say. Its great news that a Company like Virgin have come in, we all just know this has to be a good thing for all customers here.

:clap:

Re: Virgin Media executive admits to 'crap service'
 

Well I'm glad that you feel that way. My guess is that not much will change apart from the cosmetic things that some are getting quite excited about. :) so what? It's money down the drain that should be being spent relieving the "clogged up" over subscribed parts of the network.

Mind you I would be extremely pleased to be proven wrong but.............

Re: Virgin Media executive admits to 'crap service'
 

I think alot of things will change over the next few month,

Re: Virgin Media executive admits to 'crap service'
 

Maybe a bit of physiology is going on here, ie: they were crap but we have taken over now so things will be so much better, why not come and sign up

Re: Virgin Media executive admits to 'crap service'
 

From Arthur the hotspur,
From all the messages that l have read about NTL, l have good knowlege of NTL, although l am with Telewest, is that they were crap service providers, BUT l don't think under Virgin Media, they will get away with it, as Virgin has such a good reputation, l think that there will be a few ' kicks up the backsides' if things don't go there way, Telewest is a good service, and l have gone there from Sky, so it will have to be good, or l will ' kick Ass'

Re: Virgin Media executive admits to 'crap service'
 

I think you're all a bit too optomistic here - it's a rebranding of NTL as 'virgin media' after the purchase of Virgin phones not a takeover of NTL by Virgin. They have licenced the Virgin name to escape the past.


http://www.ntl.com/mediacentre/press...%20Release.pdf

Re: Virgin Media executive admits to 'crap service'
 

That is what I was saying ;)

Re: Virgin Media executive admits to 'crap service'
 

He is wrong tho if he thinks the only thing wrong with ntl was the call centres.

I might email him and ask what he thinks of the areas where people only have the option of analogue tv and phone.

Re: Virgin Media executive admits to 'crap service'
 

It would be interesting to find out what he thinks.

I did notice in the mailing I received today (because I am a Virgin Mobile customer) that they plan to roll out unlimited broadband and TV to non-cabled areas this year. I wonder if they could something up their sleeve for non-digital cable areas that runs on BT lines?

Re: Virgin Media executive admits to 'crap service'
 

"Virgin Media executive admits to 'crap service'"

Better late than never I suppose:);)

Re: Virgin Media executive admits to 'crap service'
 

they already have that crappy virgin off-net ADSL product dont they? I suppose they could deliver broadband TV over it?

Re: Virgin Media executive admits to 'crap service'
 

What a joke! They denied bad service for so long and now they turn roound and admit the obvious when it suits them! What makes them think we should believe their promises now, when they clearly lied in the past!

Nothing will change, just a marketing scheme. However collatng all the billing systems into one should boost efficiency!

Re: Virgin Media executive admits to 'crap service'
 

I think you have a point - it's all gloss and no substance.

Re: Virgin Media executive admits to 'crap service'
 

Totally. Believe me i'd love it if they prove me wrong, but at the moment i remain sceptical............:dozey: - thats my sceptical face!:o:

Re: Virgin Media executive admits to 'crap service'
 

has James Weekley worked for ntl telewest or has he come from virgin if he has come from virgin i welcome it because that shows his intentions to get the problems soughted.

Re: Virgin Media executive admits to 'crap service'
 

I dont know - I tried to find out yesterday but couldnt find his CV/Bio.

Re: Virgin Media executive admits to 'crap service'
 

ntl promised great things when i took it on about 13 years ago and i`m still waiting , lets hope that the mr branson will bring us a service thats worhty of the virgin name, after all if he has the majority of shares he has a good say in whats going to happen with ntl and telesest

Re: Virgin Media executive admits to 'crap service'
 

he has a minority share holding.

Re: Virgin Media executive admits to 'crap service'
 

this is what I fear, everything I have heard for these areas is they plan to use LLU and effectively resell adsl so then the consumer would simply have a choice of one extra provider already over dozen providers on a ageing adsl technology. Also doesnt solve the analogue tv issue.

---------- Post added at 05:57 ---------- Previous post was at 05:55 ----------

Of course it is, we had branson earlier saying the rebrand wont take place until the problems are sorted, the problems still exist so why have they got a schedule for rebranding? Because its all talk. More like they just quick fixed the most publicised problem (call centres) and then waited a while.

Re: Virgin Media executive admits to 'crap service'
 

Its all just marketing PR sloblocks! :dozey:

All I see happening is the over use of the flashy Virgin logo, stupidly expensive looking leaflets arriving through the post every other week followed by a price increase accross the board.

Sugar coating sh*t doesnt fix it.


ooooh cant you tell im bitter being stuck in a non BT area.:p:

Re: Virgin Media executive admits to 'crap service'
 

i think the point is, "they" are virgin not ntl so they cant have denied bad service for a company they weren't part of

Re: Virgin Media executive admits to 'crap service'
 

Something is afoot in the way of upgrades, not sure what, but there things happening
Also, they ARE trying to sort out the internal problems, who "owns" what etc.
I never thought I would hear my self say it, but they are trying. Not sure if its the "Telewest" or "Virgin" influence, but either way, they are trying

Re: Virgin Media executive admits to 'crap service'
 

remember what Yoda said? Try not. Do, or do not. There is not try.

Re: Virgin Media executive admits to 'crap service'
 

I cant believe you STILL have the Mr Miagi image after my 'wax on wax off' comments all that time ago :-P

Re: Virgin Media executive admits to 'crap service'
 

just keep cleaning chris and remember the deal - no questions just... Wax on, right hand. Wax off, left hand. Wax on, wax off. Breathe in through nose, out the mouth. Wax on, wax off. Don't forget to breathe, very important.

Re: Virgin Media executive admits to 'crap service'
 

He/it/they also said ""Always in motion is the future." ;)

Re: Virgin Media executive admits to 'crap service'
 

He also lives in a land of make believe..... i'll leave it at that.

Re: Virgin Media executive admits to 'crap service'
 

which brings the thread neatly back on topic I think cos that aptly describes our opinion of the "Virgin Media's head of internal communications" latest load of spin re 'we were crap but we dont intend to be crap anymore cos we have rebranded'.

Re: Virgin Media executive admits to 'crap service'
 

Marvelous when " down to earth speak " is used to sell something, " rebranded " is only a word, only actions speak louder than words, this time next year will we all be like dorothy in the wizard of oz when it was all a bad dream? only time will tell, not holding my breath.
It reminds me of the latest menu that was popped through my letterbox today from a pizza parlour who could not manage to get a warm pizza to us, why trust them again I ask myself as I look at the menu, then turning to the front of the menu it hits me! " Under New Management ! " ;)

Re: Virgin Media executive admits to 'crap service'
 

Maybe the management is different, but if they have the same twits working for them they will still churn out floppy Pizzas

Re: Virgin Media executive admits to 'crap service'
 

That is it! ;)
I could almost guarantee that if the hunger pangs got to me after one evening session and I called them it would be the same delivery driver ! :D
So as I see this new vision by sir richard, it is groundhog day but with their name attached ! ;)