Punters even more dissatisfied by Virgin Media's package
 

Re: Punters even more dissatisfied by Virgin Media's package
 

:redcard: for Virgin.

I know my sister's had 'issues' with them lately.

Re: Punters even more dissatisfied by Virgin Media's package
 

Well l have to say that l am not dissatisfied at all but extremely happy with my package and customer service.

Re: Punters even more dissatisfied by Virgin Media's package
 

This is the source document

The bit I find amusing is on page 39, Figure 3.7: Fixed broadband – Overall satisfaction by provider

Quote:

Dissatisfaction with Virgin Media has increased since February 2011 (up from 5%).

Customer dissatisfaction is now 10%, compared to Sky's 9%, and customer satisfaction is the same as Sky's, at 71%...

And on Page 71, Figure 5.7: Pay TV – Overall satisfaction by provider

Re: Punters even more dissatisfied by Virgin Media's package
 

Well I have no issues with Virgins Phone, Broadband, Mobile and TV services (apart from the lack of certain tv channels on their tv service).

Apart from that, their service is very good.

Re: Punters even more dissatisfied by Virgin Media's package
 

I've said this before (and got slated by the VM lovers for saying it. But VM provide an excellent service, but their customer service is terrible (especially if you end up speaking to one of their overseas call centres).

VM should learn from this, and take action, rather than just making excuses.

On a brighter note. I have been told that VM are bringing some of their call centres back to the UK. :clap::clap::clap:

Re: Punters even more dissatisfied by Virgin Media's package
 

Services are now fine, customer service has always been a potentially painful experience. When I have a pain free and efficient interaction with customer service it is a pleasant surprise and the exception rather than the rule, which is a shame.

Re: Punters even more dissatisfied by Virgin Media's package
 

Not really as they are actually in the process of closing the Albert Dock site in Liverpool with the loss of 435 jobs with no jobs coming back from offshore.

Re: Punters even more dissatisfied by Virgin Media's package
 

They could easily solve this by bring all call centres back to the UK. They have fixed my issues first time every time. India have never been able to fix anything for me, unless it has been an area fault which they have no involvement in anyway.

Re: Punters even more dissatisfied by Virgin Media's package
 

We are not aware of any plans to close offshore centres, but they are closing a UK call centre, Liverpool.

Re: Punters even more dissatisfied by Virgin Media's package
 

Do you think that Virgin Media provides better customer service than its predecessors NTL, Telewest etc?

Re: Punters even more dissatisfied by Virgin Media's package
 

I don't want to come across as being racist or prejudice but UK based companies should have UK based call centres. Off shore call centres don't have a proven track record of success. I work for a UK based bank, who have no external call centres. Our customers regularly feedback that one of the reasons they choose to bank with us is our UK call centres.

Re: Punters even more dissatisfied by Virgin Media's package
 

Thats good news.

Re: Punters even more dissatisfied by Virgin Media's package
 

You did read mine and Digital fanatic's posts above as it is not true.

Re: Punters even more dissatisfied by Virgin Media's package
 

I am certainly disatisfied with Virgin's TV package as the multi award winning/nominated programmes I want to watch aren't on it (Game of Thrones, Boardwalk Empire, the Borgias etc).

Customer loyalty in decline since February 2011 (wasn't that about the time they said they weren't getting Sky Atlantic??)

Their broadband is good, no complaints there.

Blaming their performance on competitors 'upping their game' is a bit poor, if they're upping their game then so should Virgin Media, and they should start by looking at their TV package - if it is going to remain so inferior to its competitor's then this should be reflected in the price.

Re: Punters even more dissatisfied by Virgin Media's package
 

I'd be 100% satisfied if they stopped using their own definition of the word "unlimited" and gave customers what they pay for, and Virginmedia advertises, an "unlimited" broadband/phone service.

Re: Punters even more dissatisfied by Virgin Media's package
 

It's probably about the same, NTL before they merged with Telewest did seem to have UK only call centres but the hold times were ridiculous it wasn't unheard of to be waiting over an hour and a half to get through.

It was when they merged with Telewest or just before that they introduced the offshore call centres. I think Richard Branson said at that time he would only let NTL Telewest use the Virgin name if they improved their customer service.

Re: Punters even more dissatisfied by Virgin Media's package
 

Agreed.

Overall yes, apart from the use of overseas call centres. The waiting times are far less and the attitude/behaviour of the staff has improved remarkably.

I can never understand why people are so afraid of being tarred as racist, that they are reluctant to criticise any other race.

Indeed he did!

Re: Punters even more dissatisfied by Virgin Media's package
 

Well does that mean I was lied to by VM staff then??

---------- Post added at 18:19 ---------- Previous post was at 18:17 ----------

Well they failed miserably there then.

---------- Post added at 18:20 ---------- Previous post was at 18:19 ----------

You aren't saying that they lie in their advertising are you??????.......So that would be the same as most big companies then. So it probably won't change.

Re: Punters even more dissatisfied by Virgin Media's package
 

Why would it be better. VM is ntl:Telewest and has mostly the same staff.

Re: Punters even more dissatisfied by Virgin Media's package
 

The answer would be yes, unless Liverpool has now moved offshore and I am not being funny in any way here so do not take offence, as the thought of anyone employed by Virgin Media turning round and telling you such lies makes my blood boil.

Re: Punters even more dissatisfied by Virgin Media's package
 

Are you high up enough in VM to know for sure?

What I was actually told was that they were moving some from overseas to Swansea.

Re: Punters even more dissatisfied by Virgin Media's package
 

I am led to understand that management have improved the behaviour, work focussed culture and attitude of staff through: extra training, performance monitoring and improved discipline.

Re: Punters even more dissatisfied by Virgin Media's package
 

They are closing the Liverpool office with the loss of 435 jobs including all of their broadband 2nd line and the argument to save jobs has even mentioned the potential closure of offshore in order to save our jobs.

We see all the minutes from any meetings between the CWU and the Virgin Media negotiating team and not once has the been any mention of bringing back jobs from offshore be that India, Manila or even South Africa because every member would be aware of this by now.

Remember we are a technical support centre so the only other possibility would be for some of the customer service positions to be what were discussed but those jobs in the UK are based in other centres around the UK.

If you actually know this person then you would need to ask specifically what roles they are talking about because at present it is not our jobs.

The only jobs being advertised in Swansea at present are broadband technical support and for 2nd line support agents.

---------- Post added at 20:55 ---------- Previous post was at 20:54 ----------

It is the same staff with basically the same training, performance monitoring and improved discipline so no change there as the targets have never changed.