R.I.P my SA V+
 

Its been a good box for the 3+ years we have had it without issues until today the hard disc has died, R.I.P SA Box.

On a side note, why do the offshore call centres make it difficult, 45 mins on the phone with him asking me to try the fix it assistant, if he had listned to me , i had told him i had already ran it to reactivate the v+ service!

Re: R.I.P my SA V+
 

If its not part of the script then there lost and don't know what to do. ;)

Re: R.I.P my SA V+
 

Now that takes the biscuit a 5 minute call extended to 45 minutes and all he has to do is follow a diagnostic flow which tells him exactly what to do next, it is not a script just a flow that comes to the correct diagnosis virtually every time.

Re: R.I.P my SA V+
 

It's easier to say there is no power going to the box

Re: R.I.P my SA V+
 

If unsure they just go down an unexpected action flow which will get a engineer booked in 5 minutes, that is unbelievable as I have to use the same tools when doing a television fault and it actually works.

---------- Post added at 10:32 ---------- Previous post was at 10:31 ----------

Which is the flow above.;)

Re: R.I.P my SA V+
 

I got sent to a house to program a remote, how does that work in the flow, IMO if you can't get it working then tough, use the tv remote, not worth a visit

Re: R.I.P my SA V+
 

We have full instructions and screenshots and also V+ boxes to help us, no one should book an engineer for a remote and it should go down as a wasted truckroll with feedback.

The diagnostic tool covers virtually every fault a box or a phone can have, unlike when we do broadband where the main tool is on my shoulders.

Re: R.I.P my SA V+
 

I was advised by (I assume) by a UK call centre adviser to run the fix it assistant to fix a dodgy LCD display on my V+, of course it didn't work as I was advised it wouldn't by people in the know on here.

I also had to call up again on the occasions I upgraded to 20mb and when I added Sky Sports, both requests were not completed properly by (again I assume) UK call centre staff.

I guess I am saying I have had good and bad service from staff wherever they are based but accept that sometimes it can be difficult to understand accents but I know people who have a hard time understanding merseyside or scottish accents too.

I have a 3 mobile phone, a lot of their call centres are based in India and in my experience they have been excellent, really good in fact.

Re: R.I.P my SA V+
 

I have had good and bad with offshore but generally excellent with UK staff. I can't fault the UK staff really. If I hear a scottish or a welsh accent then I'm confident I will get good service. Incidently the Welshies seem to be invariably men and the Scots women. I'm sure that can't always be the case though. :)

Re: R.I.P my SA V+
 

don't forget the Liverpool team! ;)

Re: R.I.P my SA V+
 

Dont get me wrong, i know that some uk agents can be just as bad, this is just my personal experience, the last time i had to call vm, i got through to offshore, my problem was sorted within 5 mins, so i know offshore is not always bad.

Re: R.I.P my SA V+
 

I didn't know there was a Liverpool team. I always seem to speak to Welsh, Scottish or possibly Mancunian/Yorks staff if it is a UK based call centre that answers, what do they do in Liverpool?

---------- Post added at 11:42 ---------- Previous post was at 11:41 ----------

It's attitude and knowledge that's important to me, they could be on the moon for all I care!

Re: R.I.P my SA V+
 

I honestly don't think I have heard a cs agent with a Liverpool accent. So no disrespect meant. Is their team as large as the others?

Re: R.I.P my SA V+
 

Maybe they have been sent for elocution lessons!

Re: R.I.P my SA V+
 

My SA V+ is slowly dying too (HD recordings failing, random reboots, etc) so I rang 151 on Friday. Once I was through the options got a UK chap straight away, who has arranged a tech visit and box swap for next Tuesday morning, weather permitting. Can't complain about the service on this call - efficient, succinct and, hopefully, new box before Christmas.

Re: R.I.P my SA V+
 

Possibly. :)

It could be of course that I have got through to Liverpool and it is a Scottish or Welsh person speaking. How would I know?

Re: R.I.P my SA V+
 

Quite right that's why I generally say 'I assume' when referring to a particular accent as they could be anywhere.

Re: R.I.P my SA V+
 

Liverpool (Albert Dock) is the original ex-Telewest (award winning I might add ;) ) faults centre. It operates a FMC (TV & Telco faults) and TSC (Broadband faults) quick-start team. Out of hours 999 Support.

It's also Virgin Media UK base for 2nd line Support (FMS) for Telephone (some DTV) , 2nd line Broadband and it also has the Outage Surveillance Team, who deal with outages on the network/platforms and also manage messaging systems and announcement for customers.

Re: R.I.P my SA V+
 

Is it still award winning now it is Virgin Media? I know a lot of people in Liverpool seemed to have a good opinion of Telewest in the past, sadly not so much these days.

Re: R.I.P my SA V+
 

It's the top performer out of all the fault contact centres. It still does well. :)

Re: R.I.P my SA V+
 

Do you mean out of all Virgin Media's fault contact centres?

Re: R.I.P my SA V+
 

Yes :)

There is still a good amount of experienced ex-Telewest staff at that site too.

Re: R.I.P my SA V+
 

I have never noticed a Virgin Media office in Albert Dock, do they deal mainly with ex-Telewest customers?

Re: R.I.P my SA V+
 

lot of people get the scouse accent mixed up with welsh! The scouse accent is a mixture of welsh/Irish and Lancashire.. a real melting pot!

Re: R.I.P my SA V+
 

Trust me I wouldnt! I just don't recall ever speaking to anyone at VM with even a twinge of a Merseyside accent

Re: R.I.P my SA V+
 

They used to, but now all calls are shared out between the contact centres.

There was a huge Virgin Media sign on the building, but renovations are going on a the moment, so there is no signage at present. It's worth noting that the offices are private and not for customers/general public to turn up. :)

http://www.albertdock.com/pages/index.php?page_id=1257

Re: R.I.P my SA V+
 

We support Broadband, Digital television and Telephony on the Cable side of the business.

The Main 2nd Line Support team for the above services are also based here plus the Outage Support team as well which means all the other call centres have to call into here.

---------- Post added at 21:26 ---------- Previous post was at 21:23 ----------

We are directly opposite the Police Headquarters across the Salthouse Dock with the 3 Red Funnels outside above the Spice Lounge and The Revolution.



http://www.edwud.com/photos/atlantic..._liverpool.jpg

Re: R.I.P my SA V+
 

coming back to the the hard disc, is there any way to disable it remotely? its constantly grinding/banging/clunking and is very loud, tech not due until wednesday.

Re: R.I.P my SA V+
 

No there's isn't, sorry.

Re: R.I.P my SA V+
 

ahhh well, thanks for replying SP :o)

Re: R.I.P my SA V+
 

well tech didnt turn up at 4 - 7 slot, but did get a call from him at 8 saying he would be 15 mins if we were still happy for him to come, he apologised for being late but it is understanderble under these weather conditions, so, much respect to john the tech, replaced box and now all is good.

will be calling vm back tomorrow and leaving excelent feedback for the tech.