Virgin TV Behind the rest ?
 

This "speaks" for itself.

Want a service do not use Virgin to deliver.:erm:

Thank you for contacting S4C.

As you are aware, English commentary is available on certain S4C sports broadcasts (where rights allow). This service is currently available on the Sky, Freesat and Freeview.

Unfortunately Virgin Media does not have the relevant technology to stream the English language commentary since they have only one language feed. Therefore it is not likely they will be able to provide this service in the foreseeable future.

I hope that this explains the situation for you.

Yours sincerely

Sion Thomas
Swyddog Y Wifren
Viewers' Hotline Officer

Re: Virgin TV Behind the rest ?
 

Rubbish, Euro News has multiple audio streams, on both V boxes and TiVo

Re: Virgin TV Behind the rest ?
 

I think that this comment speaks for its self.

VM claim that they have a top quality TV service and yet cannot supply certain technology. I have strong views on what the customers should get for what they pay for.

I spoke with S4C several years ago when it first came out and the were very polite and courteos and explained everything that l asked.

But to find this out concerning VM beggars belief, and proves its second rate company.

Re: Virgin TV Behind the rest ?
 

As Ben notes above, VM have other channels that have multiple audio streams. Clearly other channels can provide multiple audio streams through VM's apparently limited technology. Why can't S4C?

Re: Virgin TV Behind the rest ?
 

Would someone from Virgin like to comment. Clearly S4C are blaming them. Perhaps I could pass the information back to them . In the end I just want to stop switching to freeview to watch this channel. Is that to much to ask.:dozey:
Have sent your reply on to them. Perhaps in the mean time you could advise whom I should chase this up with ?

Re: Virgin TV Behind the rest ?
 

Erm... Ben just did. Or do you mean an official statement/press release or something? :confused:

Re: Virgin TV Behind the rest ?
 

Maybe you should go back to S4C and point out that other channels on Virgin Media do have alternate audio, and get them to explain in more detail why they think VM can't support it?

Personally, I'm not sure why it's VM's responsibility to issue a statement on something that wouldn't seem to be true

Re: Virgin TV Behind the rest ?
 

Unfortunately, Ben is about as close to an official announcement as you are likely to get. There could be many reasons why VM only carry one audio stream for S4C, and they are unlikely to comment publically on a forum such as this on any of them, as any comment could be taken as a criticism of their supplier, or an admission of a failure of their own. They won't do either lightly because it would either negatively impact their relationship with that supplier, or would make them look bad to customers.

My personal opinion is that whatever the reason S4C can't offer multiple audio streams on VM, it needs to be sorted.

Re: Virgin TV Behind the rest ?
 

what I meant was. Yes we can but S4C wont etc, or sorry they are right we cant. Even we can but don`t want too .

I have also put the question to them. Perhaps the answer will be along the lines "Small fry" not worth the effort :erm:. who knows :dunce:

Re: Virgin TV Behind the rest ?
 

The only possible thing I can think of is that the V boxes carry the Euro News alternate audio via a interactive app - Press Blue if I recall

There may be some technical reason why S4C can't do this on the V boxes - so that is what they are saying in their statement.

But as TiVo has built in support for alternate audio, there should be no reason it cannot do it, and S4C haven't yet updated their public statement to take account of this

Re: Virgin TV Behind the rest ?
 

I feel you are correct. However if you would like something,you have to start asking some were. Reminders for TiVo comes to mind.

Yet another reason to look a B T next year:D

---------- Post added at 13:15 ---------- Previous post was at 13:07 ----------


Thank Ben I will also forward this to them:) Have passed on will now wait & see what happens :cool:

Re: Virgin TV Behind the rest ?
 

Hi Carlwaring, Just one question Is Ben a director of VM, as it states that he is a member of staff.

People have as much chance of getting a reply from VM management than Spurs have of winning the Premier League. VM will not tell you anything, the CS is totally useless, and as for management, l have spoken with them on other problems that l have as a customer and you won't get get an answer.

I am not having a dig but its about time that VM kept customers up todate with news, and if there is a problem with S4C and the customer goes elsewhere - is that good customer relations, l think not. You only have to look at the Red Button problem on TiVo, l spoke with VM and nothing got done.

Re: Virgin TV Behind the rest ?
 

It is a minor problem as far as I am concerned I simply switch to Freeview. It is sad that for what ever reason it does not work on Virgin. The end of the day I feel that the buck should stop with Virgin. Why , Sky , Freeview & FreeSat have all sorted it out. Clue it ALWAYS Virgin that has problems with the extras ie Red button - its wasn`t me gov - is wearing thin

Re: Virgin TV Behind the rest ?
 

I have no idea and can't think why you would think I know more than you :confused:

As has (also) already been stated, though; he is about as 'official' as this board gets :)

---------- Post added at 15:33 ---------- Previous post was at 15:28 ----------

Lost on me as I don't follow football; but I get the jist ;)

Have you actually asked them then?

To be fair, CS can only tell you what they're told.

Perhaps because they're too busy doing what they're paid for; which does not necessarily include talking to customers. (Hint: That's what 'customer services' are for. It's right there in the name!)

Re: Virgin TV Behind the rest ?
 

Please do not pick on Ben. I find he try`s to answer questions raised here,OK he sings from the Virgin song sheet, however I would expect no less.
Its a pity that he has to defend them so often & on the same sort of postings so often.

---------- Post added at 15:36 ---------- Previous post was at 15:34 ----------

see above

Re: Virgin TV Behind the rest ?
 

How is Ben defending VM? its clear that S4C are partly to blame for VM not carrying the alternate audio when other VM channels can and do.

Ben is stating facts. Not defending VM.

Re: Virgin TV Behind the rest ?
 

good lord even when I try to stand up for him I am put down. S4C have so far stood by the reply - its Virgin that can`t cope . Have tried again via a different route. Just to see . Really its not a great deal - just a bit of a pain now and again. Still the same with BBC - want what I want to heard & its only on free view. Something in common here - Yes:dunce:

Re: Virgin TV Behind the rest ?
 

Arthur

You say you are not having a dig but YOU ARE. I will accept your posts as accurate when you start posting accurate statements backed up by evidence, i think you know what i mean.

Re: Virgin TV Behind the rest ?
 

In most cases the management are there purely to manage and have no idea about the products or services supplied or provided which why you should always speak to the advisor rather than ask to speak to manager.

Martin Lewis always advises to insist on speaking to a manager which shows how out of touch his advice is in reality.

Re: Virgin TV Behind the rest ?
 

A good point well made, Peter. Though I think both Martin Lewis and his site actually do a lot of good; mostly :)

Re: Virgin TV Behind the rest ?
 

Martin Lewis is about saving money and advises you to speak to the person most likely to be able to authorise discounts etc. This is different.

Re: Virgin TV Behind the rest ?
 

He tells people to bypass the agent and insist on speaking to a manager and many agents can deal with the issues people call in with and escalate correctly if required.

Many companies will not talk to you unless you follow their processes such as trying to come to resolution with the First Point of Contact which in most cases improves the customer experience.

Plus even if you get to speak to a "manager" how do you know that is their actual job because in many cases it will just be a more experienced agent, remember you are on the other end of the phone.

You would be surprised how much leeway companies give agents with regards discounts and gestures of goodwill, do not believe the hype from the likes of Martin Lewis.

Re: Virgin TV Behind the rest ?
 

Yes. The Customer Services manager; ie their boss. Not a higher-up Manager who is nothing to do with the customer-facing staff.

(Obviously I don't know which type of manager the OP was referring to in his post but I suspect it's not the right one; hence the issue they were having about them not knowing anything.)

Re: Virgin TV Behind the rest ?
 

Believe it or not, Peter, but like a broken clock I think we might actually have reached the point where I think you're right-there is no need to speak to a manager in the circumstances that this thread is actually about. I was merely pointing out that Martin Lewis' advice isn't about the circumstances that this thread is actually about!

Having now broken a personal rule by posting a reply to one of your posts I'll make this my final word on the subject. I've no doubt that you'll want the actual final word, and I look forward to reading it with the usual incredulity...

Re: Virgin TV Behind the rest ?
 

So you dislike facts now that is incredible but there you go.:rolleyes:

---------- Post added at 21:41 ---------- Previous post was at 21:35 ----------

In many companies the line manager does not have a clue so no point in many cases speaking to them or even their manager as you will get a blank look as with the above poster not quite understanding facts.

Re: Virgin TV Behind the rest ?
 

What he said :)

Re: Virgin TV Behind the rest ?
 

So you dislike facts as well, so sad.:rolleyes:

Re: Virgin TV Behind the rest ?
 

No. I love facts. Which "facts" were you referring to? :confused:

I agree with what you said in post #22 but as I said in the post after that,

So which type were you referring to?

Re: Virgin TV Behind the rest ?
 

You answered a fools post remember who could not take in or process simple facts even in their most basic format.;)

Re: Virgin TV Behind the rest ?
 

Again, which facts?

Never mind. I think we're back here again :)

Re: Virgin TV Behind the rest ?
 

Facts regards speaking to the average manager who usually only manages and has little or no idea about anything else regarding the processes and products involved, how clear do you need that to be.

All companies want complaints resolved at First Point of Contact so as to improve the customer experience, now do you have any idea who the FPOC maybe when you call in, I will give you a clue it is not the manager.:rolleyes:

Of course when you have never done the job you get people trying to make a guess and getting it completely wrong, learn from someone who does this kind of thing for a living and up to now with three different companies but the process is little different between the three.

Re: Virgin TV Behind the rest ?
 

Everytime I've spoken to a manager at VM, they know the product and services.. pretty poor if they don't IMO.

Re: Virgin TV Behind the rest ?
 

O.k this is the answer from S4C . Back to Virgin. whom should it be taken up with:-



Many thanks for your further request for information.

Virgin has been upgrading its capability to deal with multiple audio streams – however currently that does not affect the availability of a second language on S4C. Whether the second language stream will be offered in the future is a decision for Virgin Media.

Yours sincerely

Re: Virgin TV Behind the rest ?
 

Most don't and as a manager have no real need to have product knowledge so as above apart from them stating they are a manager how can you be sure they are actually a manager as quite often the so called manager who takes over the call is just another agent who may be more experienced than the original agent nothing more.

Try to remember you are not sitting face to face with that person so you are relying on them being a manager because they told you they are a manager.

If you do not work in this field then you are unaware of this type of thing until you see it first hand.

Re: Virgin TV Behind the rest ?
 

Maybe that's your experience of it, and thanks for the condescending reply but I have worked in plenty of call centres and know how they work.

If you're saying that people are pretending to be managers, that's shoddy and frankly disgusting behaviour.. does this go on at VM?

Everytime I've needed to speak to a manager at VM, I mostly get the issue dealt with and given a direct contact number (or email) to follow up with if there is any further issues.

Am pretty sure the inbound call centre agent would not be very happy taking time out of their AHT, Inbound time etc to do all this.. as we all know how strict targets are in a CC.

Re: Virgin TV Behind the rest ?
 

No-one will pretend to be an agent's line manager. However, if you ask the call be escalated, then you may well speak to a dedicated resolutions team who are tasked to deal with escalated calls and would have the same authority level as a 'manager', rather than an agents direct line manager who is tasked with managing the agent.

Re: Virgin TV Behind the rest ?
 

That's not what Peter was implying though...

So when I've asked to speak to a manager in the past, and actually been told I am speaking to a manager.. then in fact it is an escalations team?

I have spoken to managers at VM who are perfectly well versed in their products and services, and I also understand why call centres sometimes only have 'people' managers.. but surely those managers go through the same company training on products as the agents at very least?

Re: Virgin TV Behind the rest ?
 

As I said, it should always be clear who you are speaking to.

Yes they do

This isn't about hoodwinking customers, it's about making sure they get their issue resolved. Virgin Media staff team managers as that - to manage teams, not be immediately available to deal with an escalated call. So there are less in a centre than agents and previously when people wanted to speak to a manager, none would be available as they were all doing their team management job.

The resolutions teams are empowered with the same call resolving authority as what customers would expect for a manager, so the result is the same.

Re: Virgin TV Behind the rest ?
 

Thanks Ben, certainly makes it clearer than the way Peter explained it.

Re: Virgin TV Behind the rest ?
 

i know its nothing to do with this thread.. i finerly got rid of virgin media.. i had enough of it.. they came today instead.. its all gone.. one less bill

Re: Virgin TV Behind the rest ?
 

Again, which manager though? Becasuse the Customer Services Manager should really know what his Reps know.

But yes, not all managers will know about the products and services a company offers to the level that they can talk to customers about and "make deals" and stuff. That's what they have a CS Dept. for ;)

That much is blindingly obvious so no sarcasm needed.

Well I've been right so far :D

---------- Post added at 14:50 ---------- Previous post was at 14:46 ----------

I would assume that that was a Customer Services Manager (as in "I'll have a word with my boss about that".)

Correct me if I am wrong, of course :)

Re: Virgin TV Behind the rest ?
 

Certainly from comments made very close to home. line managers can sometimes have NO idea what is happening .HMRC line managers put in to contact centres for income tax, Have been promoted from the customs service You can imagine how much they know about PAYE. So do not assume that getting a "manager" will be of any great help.
From the information I have they are more interested in rest breaks, leave sheets & how long a call lasts! As they do not have a clue about the nuts & bolts of the service offered.

Re: Virgin TV Behind the rest ?
 

Do you want to bet on that one as sadly it is true and it does happen as I have had this done on a few calls myself.

---------- Post added at 17:06 ---------- Previous post was at 17:01 ----------

Again not all managers know what his team know because they have been employed as managers not first line agents and they rely on the agents knowledge.

As already stated all companies want issues sorted at First Point of Contact and this has now been put in place in the banking industry as the FSA decided it was a legal requirement that the customer must have their complaint sorted out at FPOC otherwise the banks now get fined if it is escalated to the Financial Ombudsman Service which is an automatic £500 fine even if the customer turns out to be in the wrong.

Re: Virgin TV Behind the rest ?
 

Ok, I'll rephrase. No-one who does their job correctly should pretend to be something they are not and lie to customers

Re: Virgin TV Behind the rest ?
 

I know it should not happen but it does, at least it is better than getting a promise of a callback from offshore that never happens.;)

Re: Virgin TV Behind the rest ?
 

So do Virgin have any intention of offering this service to the people of Wales. Or are we meant to rely on SKY of Free view for this basic service.Allowing the people to watch with ease programmes aimed at them?

Re: Virgin TV Behind the rest ?
 

This has, to some extent, happened where I work. Our manager started off as a tech support person, so has some knowledge of PCs and tech support. However, the deparment has grown, and with it, the range of devices we support and the services we offer. Even his core area of expertise, the PC, has changed nearly beyond all recognition since he was doing front line (or even 2nd line) support.

Re: Virgin TV Behind the rest ?
 

I know of FOUR people that are customers of Vm, and each one has a different complaint for them.

Trying to get help from CS is a non event, BB problems on there boxes, engineers been twice but still cannot repair, my son was charged double for a service that he didn't order, when they revised the bill it came to more than the original.

My mother in law was without TV and BB for FOUR DAYS, and all CS kept doing was sending extra signals down the cable.

I have spoken with CS FOUR time in the past three weeks with problems, and to cap it all where l work in Ealing, l spoke with a VM sales rep and l asked him certain questions. If l wanted VM and phone, l could have it free for SIX months and they would throw in ESPN for FREE for the same period.

He told me that VM have a 24 hr UK call centre, and engineers will call out in 24 hours and will have a supervisor visit and Tech Manager call to check the repair if any.

Any installation is free (which we know is true) and they call do 24/7.

What VM have to do is put the customer first, deal with all the problems that they have now and vastly improve the service before going into any further 'tech stuff'.

Re: Virgin TV Behind the rest ?
 

Called in at S4C today - nothing like face to face.
Lot of running around - in the end nothing. What a surprise ! Its up to Virgin was the best I got,so we know what that means- nothing is about to happen.

Re: Virgin TV Behind the rest ?
 

I see no reason why VM won't do it, but it's all about priorities - at the moment VM are concentrating on launching TV Anywhere which all TV customers will be able to get in one form or another

Re: Virgin TV Behind the rest ?
 

And, hopefully, multiroom streaming?

Re: Virgin TV Behind the rest ?
 

That fits well with the thread title - behind the rest (read Sky) :erm:

Re: Virgin TV Behind the rest ?
 

So....no-one has read the part of the Q3 earning transcript regarding TiVo's UI and storage moving into the cloud?

That would put Virgin well ahead of the rest - if they move quickly (which sadly, isn't their strong point :erm:).

Re: Virgin TV Behind the rest ?
 

Oh look another Virgin Media bashing thread.Not seen one of those in about a week.;)

Re: Virgin TV Behind the rest ?
 

We will say our daily prayers and hope thy lord might deliver it to us.;)

Re: Virgin TV Behind the rest ?
 

Corrected your post for you. ;)

Re: Virgin TV Behind the rest ?
 

Thank you kindly King of HD.;)

Re: Virgin TV Behind the rest ?
 

It's a year, there abouts, since our Tivo's were enabled for multiroom streaming. It's about time it arrived.

Re: Virgin TV Behind the rest ?
 

Re: Virgin TV Behind the rest ?
 

Its best to look in the Internet and SH threads at they make this thread look like a tea party.:)

Re: Virgin TV Behind the rest ?
 

S4C have announced that they are looking at putting audio streams for more of there programmes on the red button. Hope TiVo is not to long in catching up with Freeview & Sky. Waiting for it to work on V+ anytime soon .

Re: Virgin TV Behind the rest ?
 

It's all about priorities. It's only Wales, I really doubt they care about a few people complaining bout it. Sad but true.

I'd quite like the English commentary option as well. But only if they change the dreadful English language commentators.

Re: Virgin TV Behind the rest ?
 

Have been told -via E mail that it will be on V+ any time soon - days not weeks. TiVo again it is coming but not soon. I just do not want it in Welsh.

You do know you can get it via free-view ( which is what I do). Just do not see why I should :cool:. Pay for Virgin WATCH free view is not a good selling point, as added to that is "Or choose SKY " which also offers it.:shocked:

Re: Virgin TV Behind the rest ?
 

I haven't got any tvs with freeview.

Good news about it coming soon though. cheers.

Re: Virgin TV Behind the rest ?
 

The person that told me says he works for Virgin. I have no way of confirming this. So it is a case of wait and see. :)

Re: Virgin TV Behind the rest ?
 

Just had this confirmed today, will be on both V boxes and TiVo very soon