Virgin Media Complaint Call on youtube
 

The calls that will be uploaded explain the details of my complaints...

1] VM installed (Telewest) cut my old BT line to thread the VM line through the same hole, meaning £125.00 install fee now with BT if I want to go back

2] 3 months (1/4 of a year) poor broadband service constantly cutting out daily, where VM have admitted to oversubscribing and engeneer believes noise levels are being transmitted from one one else in the area using old equipment

3] Highusage cut of line dispite good payment history, long term customer, all 4 services (Mobile Phone, TV, Internet, Land Line) (High Usage means they cut your line off before its due if they see a big jump in your bill

4] After paying £250.00 (£140.00 more than they wanted) they failed to take off the call baring a week on, when having to make an emergency call they refused to push it thru the switch board at the national telephony centre and told me to wait 24hrs (though if they had contacted NTC it would have bene up and running between 20 mins to 2hrs)

5] Staff attitude and Ignorance

6] Blindfold sent thru the post and letter asking me to sleep on it (after all the above) standard letter but not appropiate

all over the past 4 months


It also explains about other service providers....

1] Skype (VOIP 'Voice over IP' telephony)
http://www.skype.com/intl/en/prices/

Subscription for equivalent to Talk Unlimited with Virgin Media
http://www.skype.com/intl/en-gb/allf...europecountry/
£2.24 Inc VAT for 10000hrs = 7 Days of continuous calling
£2.91 Inc Vat for inbound line rental (to receive incoming calls)
Total: £5.15 a month including VAt

Virgin Medias equivelant to this is...
£11 Line Rental
£7.95 Talk Unlimited
Total: £18.95

Savings in a year with Skype = £165.60 ( (£18.95 - £5.15) * 12 )

2] 02 Broadband (BT Phone line would be required for this however)

http://www.moneysupermarket.com/broadband/

o2 Broadband = £7.50 a month 8MPS and unlimited

Virgin Media = £4.50 a month for 2Mps and unlimited
- or -
Virgin Media = £16.00 a month 10MPs and unlimited

Yes ADSL but if you like near the exchange like I do your laughin
and with the news asking government to push for Fibre optic to be across all companies not just VM looks like in a few years it wont make a difference (now me being me and factual ill supply you with a link to that too)

http://news.bbc.co.uk/1/hi/business/7506742.stm
http://news.bbc.co.uk/1/hi/technology/7610692.stm
http://news.bbc.co.uk/1/hi/technology/7001413.stm

Now their TV package well for me I dont watch it anymore so thats going to not paying for the XL package is I dont watch the channels Freeview is good enough for me

Virgin Mobile:
No incentives for customers

02 Mobile
£15 a month and call all your 02 mobile friends for as long as you want for free and text them 2 as often as you want for free


The recording....
The call will re re-uploaded to Youtube in the next 3-4 days and links supplied to the call for those to listen. The original call uploaded had been removed by my self from youtube whilst verifying where I stand legally making public someone elses voice on a recording but this has now been clarified that I needed to not only ask for permision as I did originally but also let them know what the call may be used for.

Re: Virgin Media Complaint Call on youtube
 

I am not trying to excuse anything you have mentioned, but out of the issues you have highlighted I am trying to see an issue that could be directly attributed to the agent you recorded, which would prompt the need to publish the call online

Surely a breakdown of the issues would be enough?

---------- Post added at 03:02 ---------- Previous post was at 02:53 ----------

1) is related to a physical install, so is unlikely to resolved on the phone, and if installed by Telewest would be over 19 months old now. If you are trying to claim back £125 for a BT install fee, Virgin would ask for written proof, so the agent on the phone could not get this authorised

2) Who within VM admitted to oversubscription? How many times did you report a fault? Any credits to be give to you would have to cross-checked with logged faults on the account. If there were full records then you would have been credited for the loss of services only as Virgin do not offer compensation above that.

3) This does happen to protect both Virgin and Customers. Would you prefer no action to be taken after a sudden jump in certain usage?

4) Agreed the call barring should probably have been removed once payment was cleared, if that is what had been agreed. However, it is not VM policy to push through work orders, unless they are past due, so even if the agent had phone the NTC, they would have denied the request. Even from a restricted line 999 calls can always be made.

5) Are you talking about the agent you recorded or in general?

6) I assume you are talking about a Deadlock letter, which can only be sent by Customer Concern. The agent you recorded would not be part of that team, so would not able to action the request

Re: Virgin Media Complaint Call on youtube
 

How big is that chip on your shoulder

Re: Virgin Media Complaint Call on youtube
 

Could it also be anything relating to...

??

Re: Virgin Media Complaint Call on youtube
 

You have spoken to a solicitor, did he think that you had a case worth persuing, and if so, why aren't you persuing it in an adult fashion?

Re: Virgin Media Complaint Call on youtube
 

What exactly do you hope to achieve by publishing recordings of telephone calls? You aren't Watchdog, you know. ;) It isn't going to further your case one little bit. Presumably this is more an act of revenge on your part? Does it make you feel better?

Re: Virgin Media Complaint Call on youtube
 

That's the exact reason i asked how big that chip was on his shoulder. If his complaint is that serious what does he think he will gain by this childish act of revenge.

I will watch this thread develop hoping it will make my expected dull day be filled with laughter at the pathetic attempt to get revenge.

Re: Virgin Media Complaint Call on youtube
 

The last person I challenged for posting phone recordings online threw a right hissy fit. Admittedly via PM because the thread in question went into meltdown and got locked before he had a chance to vent his spleen in public. ;)

I'm hoping info4you will be able to post a more rational justification for his actions. I am genuinely interested to know what his motivation is, and what he thinks he will achieve.

Re: Virgin Media Complaint Call on youtube
 

I am sure i have seen this same post a few weeks back involving recorded calls

Re: Virgin Media Complaint Call on youtube
 

Nope, You will find that I left at my own accord and went on to Work for a call centre offering more, so totally irrelevant the reason I put that at my signiture is because i offered help before but stopped so people would stop asking me questions about VM as new processes would have come in that I would be unaware of therefore would be unfair for me to give incorrect advise and info out

---------- Post added at 19:35 ---------- Previous post was at 19:30 ----------

After 4 months of poor broadband service where it kept dropping and never asking for credits etc but just the problem to be fixed, refusal to remove a barring off the account (that should have been removed a week before) and the level of inconsideration is the reason for making the call public.

The fact that after numerous complaints stemming from end of April to present date and no resolution means by right I should have gone to ofcom.
But as there is an active complaint dealt with by NCLC (National Customer Liason Centre) Im giving until the 30th September before recording of all calls go to the NCLC and Ofcom to review it, plus going on Youtube will give the general members of the public an insight as to how Virgin can be.

Its not the individual staff member but the company, if it was, you could get good calls and bad but over 3 months (quarter of a year) of poor service, I believe this is due to poor processes introduced to VM since working with them.

People can make their own minds up the call will be uploaded shortly

---------- Post added at 19:38 ---------- Previous post was at 19:35 ----------

Socilitor is a friend of mine, reason why she was confirmed on was because I wanted to verify legally where I stood with putting a recorded call on the internet.

As the first call I recorded I did obtain permission to record the call but didnt specify what it would be used for.

It was cableforum who made me aware that there may be legal implications for doing this, I didnt think there would be since permission was acquired but upon speaking with the solicitor was advised you MUST also advise what the call may be used for otherwise it is up to the INDIVIDUAL agent to take legal action against me (Not Virgin Media) and that there has been cases known to have caused payouts up to £1000 - £2000 something Im not going to risk over failing to state what it would be used for

In this call it makes the agent aware that the call is being recorded AND that it may be used for Legal Purposes, Ofcom and Internet purposes.

The agent agreed to continue

Re: Virgin Media Complaint Call on youtube
 

Why do I get the feeling the O/P will get little sympathy here?

Re: Virgin Media Complaint Call on youtube
 

In response to the above...
You believe the purpose of recording the call and putting it on the net is about retaliation on the agent?, its not its to give people an insight to the poor service received.

1) I know the agent on the phone cannot get this authorised I never said he could, I said if I wanted to go back to BT I cant do it without a charge because Telewest cut the wire in order for the technician to feed the Telewest phone wire throught the same hole (Cutting corners), resulting in a £125.00 install charge from BT if i want it reinstalled.
Which I dont see why I should be liable for that when it was Telewest engeneers who screwed that up, and VM have accepted they was in the wrong as per conversations, THE BEST CALL i cannot put online as I didnt advise how i intend to use it, however I can pass it to ofcom or legal purposes.

2) TEchnical support and numerous other staff members and notes on my account confirm this. so doesnt need me to prove it their IDs are recorded on the CC screen with their notes

you said...
3) This does happen to protect both Virgin and Customers. Would you prefer no action to be taken after a sudden jump in certain usage?

What part are you replying to?

4) Agreed the call barring should probably have been removed once payment was cleared, if that is what had been agreed. However, it is not VM policy to push through work orders, unless they are past due, so even if the agent had phone the NTC, they would have denied the request. Even from a restricted line 999 calls can always be made.

I take it your a staff member.
Then you should be aware that VM should have removed the call baring after payments made to Credit Services / High Usage notified. You also would appreciate that 7 days after payment and needing to make an emergency call to a FAMILY MEMBER in distress (Not my self) they have the power to contact the NATIONAL TELEPHONY CENTRE to have it pushed throught the switchboard which would have taken 20 mins to 2hrs but insisted on following standard procedures dispite their failure to remove the call baring in the first place, having put on a restriction to all services when capable of restricting the PPV services by change of PIN and BA hit including adding administration call baring whcih would have kept the line active for landline calls, the broadband and the TV. PLEASE NOTE the services were NOT in areas and all customers pay for the services up in advanced therefore there was no excuse for VM to shut off the services, also 7 1/2 yrs of good payment history and having all services means your business is taken more into consideration an extention was also permissable but choose not to, though the extentions changed from 7 days to 4 I only requred 2 days (AKA 48hrs) they required £100.00 they got £250.00 as promised yet failed to remove the call baring 7 days on and only found out when a family member was in distressed and needed to call abroard.

Something btw 999 is not going to solve anything!
and NO the NTC wouldnt have refused because a manager has the power to advise the NTC of the circumstances and considering payments had been made and CLEARED onto the account 7 days previously they was able to remove it but CHOOSE NOT TO


5) Are you talking about the agent you recorded or in general?
Quote the part your reffering to as whilst replying to your post I cannot see the original message i put, this is a 4 month complaint going on with VM so what part of this complaint are you reffering to?

But nothing is aimed at the agent in specific but as the company as a whole


6) I assume you are talking about a Deadlock letter, which can only be sent by Customer Concern. The agent you recorded would not be part of that team, so would not able to action the request

No one is critising the agent, this was a standard letter but it goes to show the inconsideration and cheek VM's decition makers have to think sending a blind fold to customers who want to disconnect is smart or even clever and itsnt going to result in irate customers, maybe more applicable to some one wanting to disconnect because BT offer X Y Z offer etc, but when its CUSTOMER NEGLECT then a blind fold is not applicable, so the team in VM who came up with this idea need to rethink a technique that applied to all customers not just those threatening to go with a competitor over prices

Re: Virgin Media Complaint Call on youtube
 

The situation in full.

As the first page only talks in bullet points....

Ive been a customer with Virgin media since December 2000 (Almost 8 years)
commenced working for the company back in 2003 until january 2007, to which I handed in my notice and commenced working for another company with a higher salary to Virgin Media doing similar work.

I recently have encoured problems, now based on the responses I have seen so far there is a lot of VM backing up and some to which I believe is from staff trying to tell me otherwise Im wrong.

So I have decided to type out the whole situation so you can see for your selves....

First off....
Working for Virgin Media (Telewest Broadband / NTL:Telewest)
Great staff members and people to work with, friendly and some great incentives, including free services, was a Broadband Licence holder and also was part of the Employee Forum for a year dealing with other areas of business not just customer services, including how CCCS are handled and from time to time would take escalated calls on behalf of managers who might have been busy due to the extensive knowledge I had.

For those who dont know what a CCCS is it is a web application used via Internet Explorer that manages feedback, complaints and customer enquiries. At the end of each month a report is pulled showing what customers are calling about and what is being done about it.

having left in Janurary 2007 just befor the company annouced to the public the new name on the 8th February 2008, I think its fair to say its almost 2yrs later, so clearly no issued with the company.

Now bac in April 2008 I started to report probelms with the Internet service, nothing major just occasionally dropping every day between 6-7 until 10-11 at night, this was a sign that there is starting to become over subscribed or too much demand int he network / capacity box since this is when most people return from work and children from school and college and use the internet.

Going into the months of June/July I was having to restart the modem almost every day including during the day time hours, (PEAK TIMES), I made Virgin Media aware, as if you dont call them they wont be able to do anything about it as it depends on customer feedback to resolve the situation.

I then found my self where I couldnt even play a youtube video without it pausing every 10 seconds waiting to download the next part of the video, MSN cutting off (which doesnt require high bandwidth) and google not even loading on numerous occasions, I would restart the modem and it would work for about 10 more mins.

So I called tech support to log it, they did all their checks and I actioned them and it would start again for about 1hr or so sometiems it would last until the next day and start failing again.

I asked Tech support to send a balancing hit from the BA screen in ICOMS to refresh the signal.

This sound temporarely solve it but as long as it worked i was ok, Each time it went down I would report it, until it was arranged by technical support to have a second line team call me, who confirmed there had been an over subscription on the broadband as part of a miscalculation between network capacity with NTL customers and Telewest customers and will be doing network upgrades in my area on the end of June.

I was reassured I will not continue to get any more problems after this date (27th June) as that is when the network issues are due to be resolved in my area.

I then found that 3 weeks on the problems was still happening, so I called back throught to VM asking them to solve it as its coming on 3 months now and its starting to get on my nerves and flustrating, specially when its dropping the connection that often MSN is cutting out and other services and having to restart the modem, wait for a connection, and use my browser again.

I dont download illegal software, music or videos etc or peer to peer software so no high bradband usage is logged against me.

So when i called back to complain another agent confirmed the over subscription part and apologised, I explained that doesnt do anything for me, and that I did not want any credits as that just prolongs the problem, i just want the problem resolved.

I was asked to call tech support again, after several calls to tech support and 1 agent even saying in tech support "Oh I see you only restarted your modem 29 times today" added to insult since ive not restarted it that many times in 3 yrs before all these issues so why should it be daily now.

Now even thought I spoke to customer relations in the past to log the CCCS threatening to disconnect, By this point im wanting to disconnect or get some one once and for all out here ot check the signals to report it back to networking. They asked me to give them the chance just this last time and they will and they will upgrade my broadband to 10MB for free.

I was like your missing the point its not a slow connection, its NO connection, the agent asked me to do a broadband speed test on a blueyonder link, and it failes 10 times, it wouldnt complete the 2 boxes (1 for upload and 1 for download) if anything it wouldnt go past 1/10th of the box

They admitted there was a problem and it required an engeneer, Im like finally its only took you guys almost 3 months (AKA 1/4 of a year to realise this)

They send an engeneer out who did tests during the daytime about 11am, found some signal loss in one of the sockets, corrected this and also suspected noise levels in the cables as a result of some one using old equipment in the block of flats, stated its a common problem in Birmingham but would have to pass it back to his manager, because it mainly happened between 6-11 at night I was told unless others complain also networking will not be coming out as they only work until 5pm, they can come out but only in emergencys (Aka were others report the same issue)

Now unless there is XYZ of customers who have broadband in this block of flats (which I dought it), bare in mind not every one is on VM some are with BT and other service providers, makes it difficult to have my problem rectified.

Though I must admit it has been a lot bettersince his visit.
DUring the same week I made higher call usage than usual. My call usage is normally £60 a month, but last month it was £290.00 as I was calling abroad to friends and family and a lot of mobile usage, mainly because my broadband wasnt working at the time.

Virgin Medias high usage team restricted mobile phone calls and international calls, so more than likely set a level 4 call baring on.
(Mobiles, International calls, Premium rate numbers)

I received a letter to state there may be some restrictions taking effect and that they was concerned about my unusual usage, As I knew this was a standard letter I ignored it and knew the reasons behind this...

Now High interviene for the following 3 reasons....

1) Child or logger at the property running up the phone bill without the bill payers concent
2) Neighbour tapping into your phone line and running up a bill without your knowledge
3) Running up a high bill and doing a runner or doing it without knowledge and not being able to afford it.

So i was ok with this and thought its probably over £200.00 if they have got involved as I was familiar with the process.

VM then call about 1 1/2 week later to ask if I could pay £100.00 off the amounts due, I stated yes on friday which was about 5 days away at the time, as I would be getting paid then AND the services was not in arrears bare in mind.

The agent said yeah ok, thats fine.

2 days later I find im unlable to dial land lines, bare in mind I had talk unlimited, now I accept that after the hr it charges

(Which before with Telewest that wasnt the case it only started to charge after the our when Telewest was merging with NTL as NTLs systems was programmed to be able to deal with unlimited calls, therefore they was trying to aling all the products to supply an equal service across the board)

Now the the merger has completed a few months back and all customers are on ICOMS there is no excuse why they dont revert back to unlimited talk time and unlimited calls on Talk Unlimited.

thats by the by, the main point is I never is not barely ever go over the 1hr so I couldnt see why they had to restrict the phone line, further more they shut off the broadband and and TV, even though these cannot cause any charges and the account wasnt in arrears.

an agent stated but you could run up PPV movies and you could run up charges after the hr.

I said no.
You can change my pin number on the CS screen and send a hit on the BA screen.

In english, they can access the customer screen and change the Pin number then go to the balancing screen which is responsible for sending signals to your smartcard and modem and contains all the serial numbers to your tv and modem which is also reflected on the Equipment screen (EQ)

I also told them they could have noted the account to state not to give the pin number out until the high usage had been cleared if they was concerned i was going to do a runner,

I spoke to credit services and told them they needed to cancel the work order that cancelled off the services and just restrict premium, mobiles, international calls and change the pins

They said as high usage was behind this it would have to go via high usage and that there is notes strickliy advising not to remove it.

I asked to have him speak with High usage advising there is no reason why it should remain, specially since I once worked at Mc Donalds £8K a year job during 2002 and had bills inexcess of £500 and managed to pay them as well as all my utility bills and rent so why am I going to find it difficult on a £16K wage, the person stated he cannot do it so I asked for a TM (Team Manager)

He said his TM is in a meeting, so I asked him to get another one, his in a call centre there is going to be others who can take the call, this was asked patiently as having worked for them I dont feel the need to be irate and understand there only following the procesees.

Bare in mind I have also worked for the likes of British Gas, Homeserve, Rentokil Initial, so where call centres come in I know his not going to pull the wool over my eyes saying its the only TM on the floor at 5pm in the after noon.

He dragged his TM out of a meeting who then started to tell me he is no way going to remove the restricted services and that they will stay on, after telling him my situation of being long term on time payer etc he went thought to high usage.

Who stated there was 2 problems with payments in the past
February and April/June time.

I stated yes, my billing cycle is at the begging of themonth and the direct debits came out at the end of the month along side when I got paid.

Because with my bank they wanted to charge me £120.00 for an £8.50 overdraft during xmas I had to move banks at last minute, having a kock on effect with you guys, but other than that they got paid.

Now with the billing cycle generating bills about the 4th of each month and the direct debits coming out about the 27th, it meant I had only about 1 week to get a direct debit up and running again at my new bank, which by then a new bill would have been generated on the followintg 4th of the month. causing an amount to go into the 2nd bucket

(in english for those not familiar with the system)
Virgin Media use an account management system called ICOMS or Gateway, on the 57 screen (Customer Ledger) you have what is knows as debt aging,

Current
0-30
31-60
60-90
90+

Being current amount (normally PPV movies that arent yet billed)
0-30 what has been billed in the last 30 days (1st Bucket)
31-60 what has been billed within 31-60 days (2nd Bucket)
60-90 days (3rd bucket)

So 0-30 would have been printed on the 4th Jan 2008 the direct debit failed on the 27th/28th on January because of having to change banks and have my employer pay my new account, bill was generated again on the 4th Feb 2008 causing an amount to appear in the 31-60 day bucket

This doesnt cause your services to be restricted until the 6th week its been oweing but a late payment charge will be added £10.00

The second time in May/June time was because of changing jobs and with being paid on different dates resulted on every one having to wait an extra week but all was paid and up to date

Because the manager saw it as me telling him how to do his job even though I wasnt I was making him aware that I understand the system he insisted its to stay on.

So I said fine you got a 1/4 of a year complaint going on with the broadband, im a Virgin Mobile, TV, Broadband, Phone Line and been with you for almost 8yrs and this is how you treat me when i havent really had problems with my billing and have been known to have bills in excess of £500.00 in the past and paid them yet a £280.00 bill causes more issues.

On friday 22nd August as promised to High Usage when they phoned me I paid £250.00 even though they only wanted at the time £100.00, leaving out of the whole bill £30.00 which was in the CURRENT bucket (So not even billed yet)

No my customer ledger screen would have looked like this

Current 0.00 (as it would have been service charges of £30.00)
0-30 days = £0.00
31-60 days = £0.00
61 -90 days = £0.00
90+ days = £0.00

Yet a week on I found my self with a family emergency and had to call them abroard and also others on a mobile. High usage failed to remove the call baring, so I called credit services to call high usage have it cancelled,

The agent apologised for failing to have it removed and said it will take 24hrs

Now I said I appreciate thats normal procedures but I informed the agent of the situations and pleaded with him to call the National Telephony centre to have pushed forward the removal of the call baring, specially since i was not in arears and the high usage was more than cleared.

I was told he wasnt trained to do that
So I asked for a manager as they will be familiar with this and its not fair to ask some one who isnt trained to do that.

Now for those asking why dont they always do it this way...
The national Telephony centre dont just deal with restricted lines but a load of other things, so thay have an automated system which tends to take 2-24hrs to take effect on restoring customer lines. However the NTC will push forward the reconnection if it is a VM fault (as it was in this instance or is an emergecy) and in this case it was.

For some one to say on here call 999 who I believe works for VM is attrotious why shoudl I even have to contemplate that when the high usage was cleanered 5-7 days before hand.
This is where VM should have been bending over backwards to show they value their customers.

I did it for customers and no you dont get in to trouble its understanding the customers situation.

So I get a manager who said no its atandard procedure and I will have to wait the 24hrs like other customers.

At this point im thinking....
1) Broadband Fault
2) High usage inconsideration
3) Manager with attitude (Highusage0
4) Inconsideration for me at a time of a family emergency even though its not my fault

and thinking there really pushing the boat out.

I then look at other service providers as defenatly want out now
02 offer me UNLIMITED CALLS to other 02 numbers and free texts for £15.00 a month + £3 land line calls a month

Virgin Mobile offered me nothing

02 broadband was cheaper and yet slitly slower broadband but with a rating of 9/10 on Moneysupermarket.com compared to Virgin Media stugling at 5/10 with the same number of reviews

http://www.moneysupermarket.com/broadband

With agents also telling me after when I complained it might be the websites your visiting and kept interrupting me when I tried to explain it wasnt, just added to insult specially since every one else had identified it was a problem with Virgin Media.

But I required a BT phoneline, now when checking out BTs website I found to reinstall the line it would cost £125.00 because the line had been cut, which was done by Telewest back in 2001 to feed it throught the same hole

So now I feel im stuck with Virgin Media.

I then found skype offering UNLIMITED CALLS to landlines for £2.20 inc vat and £2.27 for incoming calls

Why should I pay Virgin Media £18.95 a month when I could be paying £4.47 inc vat for the same thing

Saving £185.76 a year

So the Broadband is being ok now only failing once a week, so scrap thew phone line and go with Skype and use the broadband for calls,

They then tell me my phone will go to the equivelent to the SUpreme Solus, as i expected it would but since im on the basic TV package as I no longer have time to watch TV I advised they can come and disconnect that too.

So now you see Virgin Media going from a happy customer with 4 services

TV
Phone
Mobile
House Phone

To just simply Broadband within a space of 6 weeks from the high usage issue.

People who worked with me at Dudley have agreed with what I have said and what could have been done, I have friends who still work there and understand what I was going through and how the company could have done more, and how they too would be discusted and not pushing it throught the Switchboard at a time of family emergency.

The fact I could have complained to Ofcom by now but have given them able chance to correct the issues, how Ive been a long standing customer for almost 8yrs, and how i didnt complain at the slightest thing and stuck by the services unlike customers switching every 3 minutes to companies offering cheaper deals etc.

The calls was recording to not only prove inside knowledge but also so you can hear that the things im complaining about are valid and them admitting they have messed up yet NCLC have still failed to get in touch.

A new complaint was opened on the 2nd September, they have until the 30th September or shall be forwarding all the calls to Ofcom.

Ive started ot make them public so that people can judge for their selves the service and make their own choice as to what they want to do, but also see is as an ex long term staff member being dissapointed at how the company has changed from when it was Telewest Broadband and the fact im not asking for free services, or fancy offers, just as service that works and pay for it, and that im valued as a customer.

I know i gave that service to people when I worked there, so why is it so different now?

The thing is also, I have been patient with them, as I know its not nice to be shouted at and been in their shoes (Until they refused to remove the baring at a family emergency). I know that if this had happened to any other customer they would have radged VM to hell and back

Re: Virgin Media Complaint Call on youtube
 

So let me get this right.

You left the company before it became Virgin Media, and then tried to tell people how to do their jobs over a year later? Did you not consider at all that company policy and procedure may have changed in that time?

No wonder no-one was in any mind to help you more than the process says.

Why on earth did you think it was ok to ignore a letter sent to you warning of High Usage. Would it not have been better to talk to Virgin then?

As for what you 'know' Virgin can do, it is severely out of date. What you tried to get the Credit Services team to do is not current policy and would likely cause the agent to get pulled into a meeting with their manager

Re: Virgin Media Complaint Call on youtube
 

Because if you read the bottom half of the message I have already been confirmed by staff they could have done what I said and what I had said I was right on

Yes I do take into consideration changes that take effect
Hence why I dont offer support on prices etc on here any more

However all the information I hit them with was confirmed first was STILL the same now as it was back then

So again Virgin Media have no excuse, Read and listen to what is being said.
Over 10 people over the phone have agreed with what I said and people online who I speak with still at VM

And ignoring the letter had no effect on restricted all the services as it took effect 2 days after the phone call received from VM High Usage

A work order goes thought within 24hrs unles its Future Dated, to which the person could have then cancelled if felt it wasnt applicable or advised me of the who services going down.

The Process Directory on the intranet is only a GUIDELINE on how to perform and not set rules as there are minor instances that the process directory doesnt apply

I have not only had Customer Services agree with me but also Credit Services and Customer Relations, Please sit there and tell me im still wrong even though agents STILL working at Virgin Media are stating that all what I said is still possible to do.

Now I am not going to make a fool out of my self by complaining about a processs that may have changed, YOU SHOULD KNOW THIS, I told you ive worked there since 2003 - 2007, this in its self will tell you im aware of how the changes take effect.
AND YES I left before the merger was announced PUBLICALLY (VIRGIN MEDIA BRAND) but the merger was taking effect internally since the end of 2005 / begining of 2006 with NTL forming NTL:TELEWEST and then the remainder was going throught during summer 2006 right until February 2007, which consisted of aligning the products and the standard of service, the processes with each company.

Re: Virgin Media Complaint Call on youtube
 

There is a difference as to what is possible and what is authorised.

Technically it is possible to do all sorts on the system. It doesn't mean an agent will do it just because you ask them to.

As for the process directory being a 'guideline', if that is what some staff think it is, no wonder there are so many complaints on here.

Re: Virgin Media Complaint Call on youtube
 

Quoting you:
"There is a difference as to what is possible and what is authorised."

Its not the agents call to remove the call baring, its the agents call to enquire with the NTC and thats is where the agent phones throught and asks the NTC to push it throught the switch board, it is the NTC who authorise it.

Do you realise how inexperianced you sound mate?


Quote 2:
"Technically it is possible to do all sorts on the system. It doesn't mean an agent will do it just because you ask them to."

Meaning an agent is making a discretionary choice to ignore the customer at a time of need and emergency not a time of WANT, is that the customer service and care you would provide?

It is common knowledge that staff are given the discretion to take the right action in the best interest of the business and the customer.

Example:
Applying a £10.00 credit for a LPC is down to the agent
Applying a £25.00 GWG for inconviences
Removing a NPD and applyinmg an extention by Credit Services
Customer Relations applying a GWG of a free upgraded service
the list goes on...

One of the things that will always be taken into consideration when trying to save a customer is....

a) Length of service
b) on time payments
c) scenario customer is advising
d) monthly cost of services

In order to help determine how far they shoudl bend over backwards to show they value that customer whilst keeping a fair service to other customers not just the one in question

The process is a guideline due to the complex variety of scenarios and situations customers face on a day to day basis, therefore on occasions discretion is used.

By discretion were reffering to not making your own rules for people but listning to their scenario they can wear the customers shoes and show they value the customer by taking the relevant action to reflect this, When some one has paid their bill by 200%, is not in arrears, been long standing, has an emergency and it is the company who failed the customer by failing to remove the call baring, then it is not unfair to other customers or the customer affected to use the discretion on that occasion to have the services resumed sooner.

What would be unfair would be to remove the call baring of a customer who has NOT paid their bill and put it on another who is in the same situation

Please read the original post (no 13) before coming out with more comments like that as you really making your self sound an idiot without trying to be offensive

Quote from post 13 advising why its not standard procedure to push it through the switchboard.

Therefore explaining this system helps reduce the NTCs workload by having an automated system helping them focus on other areas of the departments business. However in special circumstances (IE A COMPANY SCREW UP) then they can put it forward sooner.


for those reading this post and wondering what the terminology means in this post...
LPC = Late Payment Charge
NPD = Non Pay Disconnect (Failed to pay the bill)
GWG = Good Will Guesture
NTC = NAtional Telephony Centre

Re: Virgin Media Complaint Call on youtube
 

It's not the NTCs call either. They are an administration team who process requests recieved by them. No request, no action.

I don't really care what you think of me. You, so far, have come across as what me and my collegues would describe as 'A Nightmare Customer'. You have ignored letters from Virgin, have tried to get agents to do stuff they are not authorised to do, and when they refused, tried to get their managers to do it (After getting them to drag one out of a meeting!)

There are strict rules on when a LPC can be applied. No discrection involved
Virgin do not offer compensation or GWG. They will credit for loss of service or specific charges (i.e. BT install fee) where appropriate.
Again, there are rules on where that can be done. It specifically CAN'T be done where the restriction is due to High Usage
Customer Relations have a specific set of bundles, just like the rest of the business. Some may offer a high service at the same price, in return for a new contract, just as some of the normal bundles do. They cannot and do not offer 'a free upgraded service'

All true, but that will only be done within company policy and procedure

The process is what the company has authorised agents to do. It is part of their job. If the agent that you spoke to that took the payment had treated it as such, rather than 'a guideline' it likely that the restriction lift would have been requested much sooner.

Yes they can, but if the correct policy has not been followed and no previous request has been sent them, they usually won't. Specifically this is to stop people phoning/e-mailing them asking them to do it 'just this once'. Times that across the number of agents and customer Virgin have and 'just this once' becomes a lot of times!

I am sorry if I come across as uncaring or pedantic (or anything else), and I really do appreciate the sitaution, but you did yourself absolutely no favours at all by trying to 'know' what Virgin could do for you.

Telling people how to do their jobs is never going to help things go smoothly!

Oh, and see how everyone now knows the situation without the need of the recorded calls on Youtube?

Re: Virgin Media Complaint Call on youtube
 

Im not going to bother arguing or talking about this any further with you as your wasting my time and making your self sound really inexperianced...

Your talking to a person who has liturally got off the phone no longer then 48hrs ago speaking with Managers who activily work for VM
People who I used to work with who are managers now and have been working with Virgin Media since it was known as Midland Communitcations and Telewest Communications back in 1996/97.

Who are still working there and do the job on a day to day basis and familiar with all changes and still advised me staff could have done this, if not trained a TM could have done the removal of the call baring due to a family emergency (PLEASE NOTE there was no arrears and no high usage at the time of asking for this as payments for high usage had been cleared)

For those usure of high usage, it is when a persons bill climbs to a high amount to the usual in the last 6 months.
My Bills was normally about £60.00 and this was looking at £280.00/£290.00.

That amount was not yet billed to me but High Usage get involved to try prevent fraud, such as ....

1) Residential lines being usage for Business purposes
2) Neighbour tapping into your line and getting free calls at the bill payers expense
3) Bill Payer fleeing without paying
4) Relative or Lodger using the customers phone without their permission
5) Bill payer unaware of how high their next bill may be.

I offered to pay the amoutns on the 22nd of August and the bill wasnt due until the 4th of September. and paid 200% of their required amount of £100.00-£125.00 (I paid £250.00), 7 days on it was still restricted.

Because this person I can only describe as a retard insists his right when I have had this confirmed by enough people, that I was right they could have called NTC and had it removed, I know I was right regardless of how long ago I left.

I had been speaking with the agents calmly until they refused point black to remove the call baring at a time of need sooner than the 24hrs when they had the potential to remove it faster, to me this was due to face value and not liking having to be advised on how it can be done. thats not my issue thats theirs, my issue was the person who is close to me needing emotional support (which is not up for discussion as im sure alot can appreciate)

The person above who I believe works for Credit services probably in Birminghams Mailbox judging by how he seems to be fosuing his whole argument around the credit services element is failing to remember there is a quarter of a year problems with the broadband service at the time of the call to credit services in place and that they wasnt helping matters on a customers point of view.

Credit services have admitted they could have done more and is on recording
Customer Relations have agreed they was in the wrong for failing to call NTC when they could have
Customer Care have agreed the service received was terrible both on the broadband and credit services level / High Usage

Yet I get a few who think they are top dogs at what they do when there just doing the standard protocols and procedures only, it is the experianced staff members who are familiar with doing the extras, this is why when I was told they arent trained on how to do something I asked for a TM calmly who I could explain the situation and have done as its not the agents fault they dont know the whole systems and how it works.

So when he calls me "A nightmare customer", does that not reflect he would be one of the people who are inexpericed when you ahve some one who has told me its still the place with 10-15yrs experiance working there.

Kinda makes him look foolish.
The matter is being dealt with by NCLC who are the last port of action where a complaint goes to (Basically to customers it can be seing as Head Office) and is currently being investigated as to why people failed me.

The complaint by rights should have gone to Ofcom 28days after it origianlly started in April but I gave them chance after change to resolve it, yet im a nightmare customer

When I called to complain i was always calm with the agents with exception to the day i needed to make an emergency call as I knwo what its like to be sitting there hearing a complaint.

Several agents have agreed with the info I have supplied both friends and non friends there at Virgin Media

His attitude reads loud and clear....
in a previous post quoting my signiture...

"Ex telewest staff member 2003-2007" to which I left at my own accord not due to Virgn Media but better pay elsewhere, the signiture is there as there are some posts on here which I helped people out, but to help people stop sending me PMs etc I added this note on my footer so people now know I cant currently help with peoples questions like I used to be able to.

followed by seing me as an ex-staff member who thinks he knows it all.
and finally not capable of taking in something and maybe learning from it instead seing it as someone trying to tell him how to do his job

Re: Virgin Media Complaint Call on youtube
 

:blah::blah::blah:

My god this is worse than war and peace.

Instead of boring the hell out of us. Why don't you just get your lawyer involved and give us all a rest.

Re: Virgin Media Complaint Call on youtube
 

Also as for Virgin Media not applying "Compensation" that is quite true.
Virgin Media do not compensate a customer, there is a difference between compensation and Good Will Guesture.

A good will guesture is an act of good will towards a customer and showing they are valued.

A refund for a service is not an act of good will guesture but a refund for a service they have not received, this is MANDATORY since a company should not benefit financially from failing to supply a service they are charging for. (LEGALLY)

Compensation is for the loss of finances or property.

The customer in the case of Virgin Media never looses out financially or any property, because....

a) The equipment belongs to Virgin Media not the customer, therefore replaced and in the case of faulty services...

b) The services are refunded for the number of days affected as per the T&C in full 24hrs periods.

In exception to property damage caused by installers to which in this case the Installers TM will asses the damages and have an independant company asses the damages and VM will pay the independant company for the repairs, the customer only gets back what they originally had no extras.

For those saying they work from home or have a business and relly on the services being used for their business means the customer is in breach of their contract since all customers at Virgin Media have a RESIDENTIAL CONTRACT which is subject to paying RESIDENTIAL FEES.

Those using it for business purposes need to have services supplied by NTL:Telewest Business and be subject to business rates which include compensation for failed services.

So try telling me something I didnt know and maybe ill take you a little more seriously

---------- Post added at 17:11 ---------- Previous post was at 17:08 ----------

Lol i do tend to go on, mainly with this guy as hhas inside knowledge and trying to argue otherwise with me,

Dont need a lawyer at this point because a disconnection is in place, calls online for people to make up their own minds of the company and ofcom will be informed if no outcome by the 30th September.

As a whole I got nothing to loose.

Re: Virgin Media Complaint Call on youtube
 

would that be PEACE sirius,or have my eyes gone blurry reading this thread as well :D :D :D

Re: Virgin Media Complaint Call on youtube
 

It should have been. Its been a long day at the grind stone :LOL:

Now corrected

Re: Virgin Media Complaint Call on youtube
 

who told you what a grind stone was eh???? :D :D :D

Re: Virgin Media Complaint Call on youtube
 

Ahem.....topic ;)

Re: Virgin Media Complaint Call on youtube
 

methinks BenMcr may be a little bit of a giveaway as to where Ben works :o:

Re: Virgin Media Complaint Call on youtube
 

Never :)

Re: Virgin Media Complaint Call on youtube
 

:D :D the OP seems to think he works in birmingham,or is he just surmising that because BenMcr is arguing with him,that hes got a chip on his shoulder!! therefore making him a brummy!!

Re: Virgin Media Complaint Call on youtube
 

the o/p isnt bothered he just likes ranting and ranting and ranting and ranting and ranting:sleep:

Re: Virgin Media Complaint Call on youtube
 

The long original post was to give u guys the full story the rest was with that guy, I wrote it in 2 ways. One to answer his question and 2 to make it clear to the general public how things work at VM so it was easier to follow whats happening,

The reason why I believe he is in Birmingham is thats where Credit Services are based, and he seems to be doing a mighty job at focusing around that area of the complaint. Nothing to do with chip on shoulders lol, tho his location does state Manchester

PS I do have the habbit to go into detail but reading back on the posts its boring me, so ill try keep the posts short n sweet

Re: Virgin Media Complaint Call on youtube
 

I had a letter not dissimilar to this when I worked in Yorkshire at a travel agency. It was pages and pages of ranting - the guy wasn't even a customer.
We used to book travel for someone from the local psychiatric hospital (I was going to say mental institution but that's probably not PC now). The guy admitted that the author was "known to them". - Anyhow, this rant reminds me so much of that.

Re: Virgin Media Complaint Call on youtube
 

A lot of people seing this as a rant because of how long it is.
This is only because I have been overly patient with VM. Now I have made it public and of cause so that you get the full story and picture it takes some writting.

If I was to write it bit by bit on here, people checking this complaint story out for them selves would have to read the whole forum thread to get an idea and full picture of whats going on, Weare as now some one can read the full story and then reply accordingly.

Re: Virgin Media Complaint Call on youtube
 

u got the link to the video on you tube

Re: Virgin Media Complaint Call on youtube
 

I like how you expect because you've got a family emergency they would ring the NTC and take off the call bar. As you've said you've been on the phones then you would know that every customer always has a family emergency.

Re: Virgin Media Complaint Call on youtube
 

If you had been put on restriction before your bill was printed and cleared the UNBILLED amounts by 200% of what VM was asking
and yet 7 days after that payment had cleared your finding your phone is still restricted, whos fault would that be? YOURS? or VMs?

Exactly, regardless of the family emergency, the ownership falls back to VM no matter how you look at it.
The process is that high usage get involved as a prevention or anticipating possible payment issues with customers or even fraud by neighbours tapping into your line without your knowledge or a family or friend member running it up or more sinister thing like you not being aware of how much you ran up.
They suggest to clear 50% of the unbilled balances to help the payments of the next bill be smaller and more affordable.

IF YOU MUST KNOW WHAT THE FAMILY EMERGENCY WAS!
The fact I did have a family member who had gone on holiday to see her bf, had a domestic and was kicked out in a foreign country, she couldnt speak the language, was stranded and needed support from family members.
That to me consided as an emergency, yes im familiar alot of people "Cry" family emergencies to get their systems back on but I had explained this to the call centre agent on the day i asked them to put the sevices back on.

It would have taken NTC 20mins-2hrs to put it back on and it is within a managers remits to do this or advanced staff members to aproach NTC. FACT! (Was the case when I worked there and still is as verified with other staff STILL there)


Cardpoint takes 2-24hrs to transfer the balances to ICOMS (Gateway) depending on the batch it hits and what time of the day and day of the week (IE weekends taking longer), I found my self on restriction 7 days paying.

Once payments are taken Credit Services are authorised to remove the Admin call baring (2-24hrs) and Cancel the WO (Work Order) that restricts all services (Which is a NPD style work order (Non Pay Disconnect)) the agent that took the payments only cancelled the NPD WO but left the call baring on, that is VM fault not mine as a customer. Therefore I shouldnt have to wait regardless of family emergency or not


Reply to other person:
Search youtube "Virgin Media Complaint Call"

Re: Virgin Media Complaint Call on youtube
 

wow.... you say "right" a lot! I'm so glad I dont work for VM or any call center anymore, I would have got bored and hung up, also if it was a real emergency and you had to speak to them there and then, whats wrong with a phonebox, or if its life and death going into town and getting a cheapo pay as you go mobile, it would have been quicker than realing off that essay you've written.

Re: Virgin Media Complaint Call on youtube
 

I'm a little confused to what the specific issue is.
Why was call barring applied? unpaid bill??
Does the OP have a problem with VM service i.e. the claimed poor connection (broadband I'm guessing) and consequently wants to cancel but now has the issue that BT will charge an extra installation fee due to the previous BT line being cut?

if you are going to rant always ensure your facts have been clearly portrayed first

seems a bit OTT for an unclear issue...well to plebs like me anyway:p:

Re: Virgin Media Complaint Call on youtube
 

I'm confused too.:erm:

OK info4u may I ask why you have posted about this here?Just what is it you are hoping to achieve and I'm hoping you can condense your answer into one small paragraph if possible?

Thank you.

Re: Virgin Media Complaint Call on youtube
 

Deep fried potato on scapula is, I suspect, the underlying cause of this thread.

Re: Virgin Media Complaint Call on youtube
 

Very good :LOL:

Re: Virgin Media Complaint Call on youtube
 

You are not helping..:redcard:

Re: Virgin Media Complaint Call on youtube
 

A bit harsh. It was my first offence ref...:)

Re: Virgin Media Complaint Call on youtube
 

Seriously I really would like to get a simple answer from info4u as to what he is trying to achieve in this thread.

Re: Virgin Media Complaint Call on youtube
 

I don't think simple answers will ever be given, There seems to be a desire to make as big an issue of this as can be made.

Re: Virgin Media Complaint Call on youtube
 

This thread is over long and the posting on Youtube of the calls just reinforces my opinion that this nothing more than the OP having some kind of personal grudge against Virgin Media, which he still has very serious issues with and is seeking support from people who listen to his rant on Youtube.

I did have a listen to the first part of his call on Youtube and believe the CSR handled the call very well unlike the OP who seems to think that we and the CSR should support his grudge.

We will never get a clear and concise answer from the OP as he obviously does not want us to know the real reasons for the grudge he just wants us to support his delusions.

Re: Virgin Media Complaint Call on youtube
 

I want a refund on the few minutes of my life it took to read this thread and listen to that recording please. :(

Re: Virgin Media Complaint Call on youtube
 

I have a funny feeling the OP has every intention of boring us all to death with this sad attack at his ex employer, because in my eyes that is what this is all about.

Re: Virgin Media Complaint Call on youtube
 

:sleep::sleep::sleep: so sorry to react in this way but I cannot believe that this has gone on and on and on and on..... What is it you want? What outcome would satisfy you and put the matter to rest ? Say what you expect VM to do to make up for the upset/inconvenience/stress you consider they caused....... The worst complaint to deal with is one where the customer will not state what they expect the company to do ... Go on!!!! Say what you want and take the risk that this might actually come to a conclusion......Maybe then you can move onto brighter more enjoyable things to occupy your time. :)

Re: Virgin Media Complaint Call on youtube
 

£500,000 and the VIP package free for 6 months sounds reasonable.

Re: Virgin Media Complaint Call on youtube
 

A straitjacket and lecter mask sounds better to me:rofl::rofl::rofl:

Re: Virgin Media Complaint Call on youtube
 

Is that all you would want? :rofl:

Re: Virgin Media Complaint Call on youtube
 

For the OP of course not me or you:D

Re: Virgin Media Complaint Call on youtube
 

Oh!
so you going to tell me what you are going to do to him dressed up the way you want him? ;)

Re: Virgin Media Complaint Call on youtube
 

No I just think we could have done without this thread and his moan on youtube, I gave the first one a listen and you have got to credit the way the CSR handled the call.

Re: Virgin Media Complaint Call on youtube
 

I haven't listened to any of them. that's why I'm as sane as I am :)

Re: Virgin Media Complaint Call on youtube
 

I listened because I am a CSR Tech just out of curiosity.:erm:

Re: Virgin Media Complaint Call on youtube
 

I've just listened to part 1. whilst I agree with the OP about having a valid complaint. there's no point in telling all that to the guy on the other end of the phone. it was the cancellation man who just listens and is nice by saying something just to let you know he's still listening and hasn't gone to make a cup of tea :D

Re: Virgin Media Complaint Call on youtube
 

The OP also has his own Agenda and a Grudge against his former employers and as we do are only told what he actually wants us to know we can not be sure of the validity of his rant.

Re: Virgin Media Complaint Call on youtube
 

The OP is a moron sorry but it's true, he is probably complaining on banking forums because he went overdrawn.

A couple of points...VOIP is not the future it gives worse call quality than using a mobile in a tunnel.

Stop telling company representatives how to do their job, ok you worked there sometime back, big whoop but things change, as for your 'friends' that are now managers at VM telling you that this person can still do this job etc. obviously they are feeding you some cock and bull story. That VM rep you spoke to needs a medal to put up with your constant need to be validated. Just move to someone else's service and put in a complaint to ofcom or whoever you deem fit, don't post rubbish like this on You tube and say you are doing it for the public, you want your tiny bit of fame in cyber space. Why does everyone who can turn on a PC call themselves technical minded, if you were technically minded you would have been earning a darn sight more than £16K.

Re: Virgin Media Complaint Call on youtube
 

:clap:

Re: Virgin Media Complaint Call on youtube
 

and so say all of us :banghead:

Re: Virgin Media Complaint Call on youtube
 

watch it :)

Re: Virgin Media Complaint Call on youtube
 

Re: Virgin Media Complaint Call on youtube
 

Just listened to the "complaint" on YouTube and I have to say... the VM guy deserves a medal for not falling asleep... the call went on and on and on and on... I was soooo bored!! :dozey:

As others have said.. it seems like a gripe against a former employer rather than a genuine customer issue.

I've worked in Support roles before and it's one of those calls were you say to yourself "oh god!.. why me!" :)

Go to another supplier if VM aren't giving you what you want... it's not worth your health! ;)

Re: Virgin Media Complaint Call on youtube
 

Where are the calls?

Re: Virgin Media Complaint Call on youtube
 

Do a search on YouTube for "Virgin media complaint call" theres about 4 or 5 parts... be prepared to be bored to death by the OP ;)

Re: Virgin Media Complaint Call on youtube
 

heh. I shall when I need to sleep, then.

Re: Virgin Media Complaint Call on youtube
 

They are also quite funny but you will want the time back as he just thinks the world should stop to heed his diatribe.

Re: Virgin Media Complaint Call on youtube
 

hahaha.. yeah.. I wanted the time back! :rofl:

Re: Virgin Media Complaint Call on youtube
 

LMAO Yeah I agree with you guys as I stated in a previous post I do tend to ramble on to make sure ive covered all points needed.

The purpose why its soo lengthy was to make sure they knew enough is enough after 4 months no resolution my patience with them was wearing thin

Now as and when it was Telewest Broadband things was seen more like the new AXA Insurance commericial

View:
http://www.visit4info.com/advert/Cro...-AXA-AXA/64648

and thats exactly how I felt.
I didnt want to come home after a days work to spend 40 mins on the phone to Virgin Media talking about 4 months poor services with them

I dont want credits as it stated on the phone call its self as credits dont resolve problems its just a way of buying time having their fingers crossed that the problem will rectify its self they needed to send out engeneers
When they did the problem got resolved, they also had over subcriptions in which they stated the problem would be resolved the month before (so dont know if there was delays there also which conincided with the engeneers visit)

Not trying to beat the system, just want it to work and for agents to do be considerate (IE: When I paid 7 days ago to remove the restrictions or put the removal in place) not have to phone back at a time of an emergency to be told wait 24hrs (Specially as I know its within the agents power / tm to remove it within 20 mins to 2hrs via the NTC) after all it wasnt my fault the agent failed to remove the call baring after payments made.

VM have lost a very small mynute amount of money via 1 customer,
But I feel im not the only one and there is hundreds more out of the 5.5 million customers.

Some staff regurditate what was probably emailed to them internally or briefed out in a team meeting

For every 1 customer that goes we aquire 3 new ones
If they was the case VM would have increased by 25% at least since Feb 07 when the rebranding took effect and not stopped at 5.5/5.7 Mill customers

From me alone VM has lost from me its £311.76 for phone service charges and around about £860 a year phone calls (£1171.76)
and I say VM lost out on a small amount as thats just a blip in the 5.5/5.7 million customers they have but im sure im not the only one disconnecting, just after 7yrs service and loyalty you dont want to move over to a new company and loose the 7yrs loyalty behind it.

if just 10 customers nationally in my situation disconnected a week thats an annual loss of approx £46,870.40
Yes for every custmer that disconnects another comes along but Id preffer to retain the existing customers by listning to them and helping them and also gain the new customers (VM listen up mate its called GROWTH)

I have disconnected the phone line and moved to 02 on the mobile
VM convinced me to keep the TV on the basic £5.50 package and the broadband problem finally got resolved

Im now saving £280.00 a year on service charges with Skype and the cost of the calls is at least 25% cheaper than VM so works for me as long as VM can supply internet to me.

The complaint has now been taken over by OFCOM and is being managed by them
Im just happy that im making savings now more so than anything else

Re: Virgin Media Complaint Call on youtube
 

That's exactly how i feel after how many months of your boring posts and attacks at your previous employer, for that is all it is.

Could you please disconnect your broadband so we don't have to see any more of this crap. I feel sorry for the mods who are forced to read you posts just in case they have to moderate them.

How i feel sorry for the person at ofcom that has to deal with your boring mails and phone calls.

Re: Virgin Media Complaint Call on youtube
 

I think that's quite enough of that thanks.

If there's a problem with the posts that requires Moderator action then we'll deal with them accordingly, if you don't like their content then I'd advise you not to bother reading them - the same advice applies for everybody else.

Re: Virgin Media Complaint Call on youtube
 

I pitty the poor guy on the other end of that call....... I love how the OP went into detail about how his bank worked.. dear oh dear..

Why does he seem to think he is an expert on the CURRENT system because he USED to work for them?

Was he by chance sacked by VM?

:confused::confused:

Re: Virgin Media Complaint Call on youtube
 

In all probability I would say yes and he is trying to get revenge in some strange way that probably makes complete sense to him.:D

Re: Virgin Media Complaint Call on youtube
 

I might get an ear bashing for saying this, but for some reason the OP reminds me of Alan Partridge :p:

Re: Virgin Media Complaint Call on youtube
 

But I actually think he has a point.

If his connection is not working they should fix it, not leave it for three months, yes, the detail does go OTT but it just adds weight to his argument.

Re: Virgin Media Complaint Call on youtube
 

I find it rather suspect because if it was me or you then we would not let it drag on for 3 months, but someone with an grudge might.

I may be wrong but it is very suspect.

Re: Virgin Media Complaint Call on youtube
 

I don't disagree, but let's be fair, he could easily have taken this above VM. 3 months of paying for a product which doesnt work is unacceptable.

Re: Virgin Media Complaint Call on youtube
 

We would take it further but if you bear a grudge..................