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-   -   Digital Home Support from Virginmedia (https://www.cableforum.uk/board/showthread.php?t=33663945)

Peter_ 13-04-2010 15:50
Digital Home Support from Virginmedia
 
Digital Home Support is a new service from Virginmedia for help with computer issues that are unsupported.

Also the is a free PC Health Check program that you can download to keep your computer running at optimum performance.

Just click the link below.

http://www.virginmedia.com/myvirginmedia/dhs/

Peter_ 23-04-2010 14:43
Re: Digital Home Support from Virginmedia
 
This service is now fully operational and can help resolve any issues with your computer via remote access.

All you need to do is click the above link for more information.

Kymmy 23-04-2010 14:46
Re: Digital Home Support from Virginmedia
 
Moved to news as it's nothing to do with VM's internet connections but instead a new service.

zing_deleted 23-04-2010 14:48
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Masque (Post 35006856)
This service is now fully operational and can help resolve any issues with your computer via remote access.

All you need to do is click the above link for more information.
I can now officially announce that I will also give this level of support for £5 per month on a subscription basis lol lol

BTW what if there is a networking problem on the users PC how they gonna connect via remote ass then lol

Peter_ 23-04-2010 14:52
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by zing (Post 35006867)
I can now officially announce that I will also give this level of support for £5 per month on a subscription basis lol lol

BTW what if there is a networking problem on the users PC how they gonna connect via remote ass then lol
If they can offer support over the phone they will, but once online via remote access and a chat window.

The has been a good take up so far and positive feedback.

It is a matter of personal choice.

zing_deleted 23-04-2010 14:54
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Masque (Post 35006872)
If they can offer support over the phone they will, but once online via remote access and a chat window.

The has been a good take up so far and positive feedback.

It is a matter of personal choice.

I am certainly glad I can fix my own stuff and do not need to pay £72 a year. There one off fix fees are high to. Most jobs that come to me are simple and cost less than £30 but then I am cheap . So anyone anywhere near me take heed and give the work me lol lol

Peter_ 23-04-2010 14:56
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by zing (Post 35006877)
I am certainly glad I can fix my own stuff and do not need to pay £72 a year. There one off fix fees are high to. Most jobs that come to me are simple and cost less than £30 but then I am cheap . So anyone anywhere near me take heed and give the work me lol lol
They are only six month contracts and if you are under contract the big fix is only £30, plus they are available 24/7 which is an advantage to many customers.

pabscars 23-04-2010 15:00
Re: Digital Home Support from Virginmedia
 
The PC Health check did the biz on the wife's laptop, and its flying now so its a thumbs up from me.

A shame it wont work on the old pc still running yahoo as a web browser from my dial up days

Another positive step though from VM well done

zing_deleted 23-04-2010 15:10
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Masque (Post 35006878)
They are only six month contracts and if you are under contract the big fix is only £30, plus they are available 24/7 which is an advantage to many customers.
I can its worth but you know me dude I am cynical :)

---------- Post added at 16:10 ---------- Previous post was at 16:09 ----------

Quote:
Originally Posted by pabscars (Post 35006882)
The PC Health check did the biz on the wife's laptop, and its flying now so its a thumbs up from me.

A shame it wont work on the old pc still running yahoo as a web browser from my dial up days

Another positive step though from VM well done
there are loads of threads on here that would have pointed you to software that would give your system a good clean :)

Peter_ 23-04-2010 15:29
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by zing (Post 35006893)
I can its worth but you know me dude I am cynical :)

---------- Post added at 16:10 ---------- Previous post was at 16:09 ----------



there are loads of threads on here that would have pointed you to software that would give your system a good clean :)
It seems to be good value and the cleanup is free and supplied by the ISP with full support and backup.

As a computer engineer you are expected to be cynical of any new unproven piece of software.;)

Toto 23-04-2010 15:47
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Masque (Post 35006904)
It seems to be good value and the cleanup is free and supplied by the ISP with full support and backup.

As a computer engineer you are expected to be cynical of any new unproven piece of software.;)
Whose doing the actual support?

Peter_ 23-04-2010 18:23
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Toto (Post 35006916)
Whose doing the actual support?
It is Radialpoint with call centres in Scotland and offshore in Texas USA.:D

Peter_ 23-04-2010 21:27
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Kymmy (Post 35006861)
Moved to news as it's nothing to do with VM's internet connections but instead a new service.
Actually this service is for Virginmedia Broadband Customers only.;)

It is a service purely for all Out Off Scope problems that we cannot deal with and we are able to transfer directly to a DHS agent if a customer calls in with an OOS issue.

Toto 24-04-2010 10:56
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Masque (Post 35007024)
It is Radialpoint with call centres in Scotland and offshore in Texas USA.:D
The same people who provide the VM security software then.

Peter_ 24-04-2010 11:50
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Toto (Post 35007406)
The same people who provide the VM security software then.
Yes and many other companies, plus it is a no fix no fee for the bigger fixes.

If you are unsure of what to do then it is an ideal service to call and it is available 24/7.

Paul 24-04-2010 12:01
Re: Digital Home Support from Virginmedia
 
On the face of it, it looks a good service for the many thousands or more out there who are not IT/PC experts and need help.

Peter_ 24-04-2010 12:02
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Paul M (Post 35007458)
On the face of it, it looks a good service for the many thousands or more out there who are not IT/PC experts and need help.
We had presentation from them and it does look good otherwise I would never have posted the link and it will be cheaper than the Tech Guys.;)

musicbravo 24-04-2010 12:26
Re: Digital Home Support from Virginmedia
 
health check doesn't work on my Win 7 64 bit laptop, though thankfully HP provide their own health analysis/tune up. Does sound like a good solution for anyone not au fait with tech

Toto 24-04-2010 13:25
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Masque (Post 35007451)
Yes and many other companies, plus it is a no fix no fee for the bigger fixes.

If you are unsure of what to do then it is an ideal service to call and it is available 24/7.

How many in the UK?

Peter_ 24-04-2010 13:41
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Toto (Post 35007498)
How many in the UK?
No idea as they are ex PC Help people.

fitzyjm76 27-04-2010 14:09
Re: Digital Home Support from Virginmedia
 
Quote:
No idea as they are ex PC Help people.
Only a small number from PC Help are transferring over but this is due to personal reasons by the PC Help staff. They have a few technicians (between 10-20) there already with more techs being added quickly. PC Help guys will be transferred when that PC Help ends 11pm 05/05/10.

Peter_ 27-04-2010 14:56
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by fitzyjm76 (Post 35008991)
Only a small number from PC Help are transferring over but this is due to personal reasons by the PC Help staff. They have a few technicians (between 10-20) there already with more techs being added quickly. PC Help guys will be transferred when that PC Help ends 11pm 05/05/10.
Which I only found out after that post myself.;)

masque2 10-05-2010 01:59
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by Masque (Post 35007505)
No idea as they are ex PC Help people.
pt masque =[f daca esti de al meu pls trimete un mail xelaanadatyahoodotcodotuk mersi

dazeruk 08-06-2010 15:59
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by musicbravo (Post 35007468)
health check doesn't work on my Win 7 64 bit laptop, though thankfully HP provide their own health analysis/tune up. Does sound like a good solution for anyone not au fait with tech
Also having problems on my PC running Win 7 64 bit. Software starts to scan but never completes.

fatmimi 08-06-2010 16:50
Re: Digital Home Support from Virginmedia
 
Mine does the same starts the scan but never finishes it. Windows 7 64bit too.

bigjock 09-07-2010 09:12
Re: Digital Home Support from Virginmedia
 
Radialpoint provide the software and are contracted to Virgin but the actual techs and sales guys are employed by, wait for it...........BeCogent that "fantastic outsourcing call centre solution"

pchelpmanager 01-09-2010 11:18
Re: Digital Home Support from Virginmedia
 
Some Clarification:

The Radial Point project is run from Becogent's Glasgow site

The Ex-PC Help guys were royally shafted, they did not refuse to join the new project, infact they were looking forward to it. When Radial Point was coming on board the PCH guys helped by demonstrating to the client how good their technical knowledge and customer service skills were. The previous Business Manager had promised that Radial Point would be based in the Airdrie Site, this changed due to business needs, probably something like capacity planning. When someone eventually spoke to them, they were told they would have to work until midnight and no parking provision would be made. The majority of the team therfore had no option but to decline based upon additional costs, travel time and to be honest a complete lack of communication from the business. 90% of the team are now working on first level technical support, VM TSC. They have been rewarded the beCogent way!

The Project based in Glasgow was intially setup with one business manager and 1 operations manager, summarily appointed by the executive group, no need for interviews! They of course were the best people for the job, those possessing the experience and knowledge were refused roles on the project or frustrated to the point where it was not viable.

I have no idea why the business chose to operate in this manner, it may very well be they felt the PCH team were not up to the task, however given that the team helped win the contract I find that hard to believe.

My own personal experience with the Radial Point project has been relatively good, though some of their managers do seem to feel they are above 1st line TSC and often try and put the blame onto TSC for errors their agents make, I am equally sure though there will be some feedback going the other way.

If you are wondering if the above is true and how I know, well I resigned over some of the issues above, perhaps I should have given myself the login name of expchelpmanager!

Sour grapes? You betcha!

bigjock 02-09-2010 06:53
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by pchelpmanager (Post 35083546)
Some Clarification:

The Radial Point project is run from Becogent's Glasgow site

The Ex-PC Help guys were royally shafted, they did not refuse to join the new project, infact they were looking forward to it. When Radial Point was coming on board the PCH guys helped by demonstrating to the client how good their technical knowledge and customer service skills were. The previous Business Manager had promised that Radial Point would be based in the Airdrie Site, this changed due to business needs, probably something like capacity planning. When someone eventually spoke to them, they were told they would have to work until midnight and no parking provision would be made. The majority of the team therfore had no option but to decline based upon additional costs, travel time and to be honest a complete lack of communication from the business. 90% of the team are now working on first level technical support, VM TSC. They have been rewarded the beCogent way!

The Project based in Glasgow was intially setup with one business manager and 1 operations manager, summarily appointed by the executive group, no need for interviews! They of course were the best people for the job, those possessing the experience and knowledge were refused roles on the project or frustrated to the point where it was not viable.

I have no idea why the business chose to operate in this manner, it may very well be they felt the PCH team were not up to the task, however given that the team helped win the contract I find that hard to believe.

My own personal experience with the Radial Point project has been relatively good, though some of their managers do seem to feel they are above 1st line TSC and often try and put the blame onto TSC for errors their agents make, I am equally sure though there will be some feedback going the other way.

If you are wondering if the above is true and how I know, well I resigned over some of the issues above, perhaps I should have given myself the login name of expchelpmanager!

Sour grapes? You betcha!
Spot on mate, I too, left due to the way things were being done.
The management at BC were blatently lying to the client RP and charging for work not done.BC have paid off a lot of the Techs in Glasgow without even a proper reason. Long live the BC temp contract.

pchelpmanager 03-09-2010 19:46
Re: Digital Home Support from Virginmedia
 
beCogent are not the worst to work for, however having said that some of their work ethics are not quite just how they like their image to appear!

It certainly does matter if your face fits with the executive group, particulalry the operations director and yet if it does not they still want you to be positive, and ignore the negatives (HR Director Quote)

I guess that most outsourcers will have their secrets and perhaps have to be imaganaitive when it comes to explinations for poor performance in terms of their clients, and even may need to over exagerate their costs for ancillary services such as the HA Pool, or may even double or triple training costs depending on their programme profit! (all business managers need to look good)!

The problem is that when they do shaft loyal employees they run the risk of exposure, of course that depends on what they have exposed themselves to. For example it would not be clever for a member of the HR team to leave themselves logged in to their system for all to see and read ... or more! (hypothetical) or even a senior operarions manager or to the extreme business manager (again hypothetical).

I happen to think Virgin Services are excellent value for money, and I love my cable modem!

Now any one got views on BC's PCIDSS status, flimflam, sham or ?

rcheeseman 04-09-2010 23:42
Re: Digital Home Support from Virginmedia
 
I am no longer with the company, but I'll just say that I left for unrelated reasons. I was aware of the radialpoint project and the lack of communication offered to the ex pc help staff - it's just the way BC operate. Why should they care about the CSR's once the project is signed and sealed? They were then surplus to requirements, the idea was that the Glasgow site would have plenty of others as feed. No need to reward those involved. CSR's are disposable, just bums on seats! Like you say, if the face matches...

The takeover of BC should be interesting for those still there. Let's see what the upcoming clearout does. It is long overdue.

bigjock 06-09-2010 07:47
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by rcheeseman (Post 35085732)
I am no longer with the company, but I'll just say that I left for unrelated reasons. I was aware of the radialpoint project and the lack of communication offered to the ex pc help staff - it's just the way BC operate. Why should they care about the CSR's once the project is signed and sealed? They were then surplus to requirements, the idea was that the Glasgow site would have plenty of others as feed. No need to reward those involved. CSR's are disposable, just bums on seats! Like you say, if the face matches...

The takeover of BC should be interesting for those still there. Let's see what the upcoming clearout does. It is long overdue.
Take over of BC? Sounds interesting, any further info?

KenK 06-09-2010 20:30
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by bigjock (Post 35086349)
Take over of BC? Sounds interesting, any further info?
Put "acquires becogent" into the world's/your favourite search engine.

Peter_ 07-09-2010 05:31
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by KenK (Post 35086751)
Put "acquires becogent" into the world's/your favourite search engine.
Teleperformance acquires beCogent

Quote:
Teleperformance has announced the acquisition of 100% of the equity of UK-based beCogent. Based in Scotland, beCogent has recognized expertise and deep experience in numerous industry sectors, with an emphasis on the Retail, Financial Services and Telco/ISP industries. beCogent has around 3,000 employees at its four call centres in Airdrie, Erskine, Kilmarnock and Glasgow and forecasts 2010 revenue of approximately £50 million.

http://www.callcentrehelper.com/tele...gent-12318.htm

VMboy 31-10-2010 20:32
Re: Digital Home Support from Virginmedia
 
My reply to Toto on this closed thread. http://www.cableforum.co.uk/board/35115890-post5.html

I never said it did in the first place!

Stuart 31-10-2010 21:45
Re: Digital Home Support from Virginmedia
 
Personally, I think this is good. Last time I met up with our ex member Marge (who used to do tech support at NTL, then VM), she described to me how a large percentage of the calls she recieved were not for anything cable related at all, but actually faults with the PC attached to the broadband connection.

Obviously, if one of VM's broadband agents is spending time on the phone talking through diagnosing non-related faults on PCs, they are possibly keeping someone with actual cable related problems waiting.

nutellajunkie 02-11-2010 20:08
Re: Digital Home Support from Virginmedia
 
*cough* Linux??? ;) (dont need that rubbish anyway) :P

brimurray 03-11-2010 16:04
Re: Digital Home Support from Virginmedia
 
Quote:
Originally Posted by nutellajunkie (Post 35117011)
*cough* Linux??? ;) (dont need that rubbish anyway) :P
Nice one chum!


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