Live chat option on the VM homepage?
 

Around 3-4 months ago I spoke to VM via a Live Chat option on their webpage.

I was flicking through the help section for billing and it gave me the option to open a chat window (not the simple bot option that they have).

It was quick and easy and had my issue sorted in a couple of minutes. But for the life of me I can't find it anymore. All I can find is a link to an app you can download that seems to have a chat option designed for tech support or similar. It certainly isn't the same thing I used a while back.

Does anyone know where I can find it, as it is infinitely preferable waiting for a CS advisor on that, than it is on the phone. Thanks.

edit: I found a link online for virgin.net but I'm a cable customer and that link is for national customers. Not to mention the fact Firefox doesn't want to load it, citing it as an unsafe link.

Re: Live chat option on the VM homepage?
 

Good luck, can you please share the link if you find it.

Hopefully it won't be manned by the Indians, so you'll be able to understand what they're writing :D

Also, taking a screen shot should help in situations where staff do not convey an accurate portrayal of the truth, make false promises or, as i've seen reported, get customers to upgrade with non existent promotional offers.

Edit: just realised that my last point may not always be valid as I believe that this is often done by commission hungry salespeople ringing the customer.

Re: Live chat option on the VM homepage?
 

Yeah sorry, I should point out that the virgin.net link is for national customers and not cable, so I can't use it I don't think?

Got an issue with my broadband and would love the ease of using the live chat again.

Re: Live chat option on the VM homepage?
 

It might be worth contacting the VM National team to ask for details of their counterparts' live chat facility.

Unfortunately, the likelihood is that you'll get some bland, wet and unhelpful answer

Re: Live chat option on the VM homepage?
 

How unusual Richards having a go at VM and its members of staff again .:rolleyes:

Re: Live chat option on the VM homepage?
 

The chat option is at www.virginmedia.com/contact and then under the Billing & Payment options - however it'll only appear when there is someone available to chat.

Re: Live chat option on the VM homepage?
 

I state things as I find them, regardless of the company in question, its personnel or my involvement with it.

To suggest that I target VM in particular is not true, like most people, I have experienced both good and bad service from employees. This, however, isn't good enough. The customer should receive a first class service each time, every time.

There is a rolling programme to deal with employees who, for example, are not customer focussed or who lack basic courtesy and respect.

We have seen vast improvements through the excellent training given to staff, but, unfortunately, some still just don't get it.

The phrase "being given enough rope to hang themselves" springs to mind.

Thanks Ben, your helpful contribution, as always, is appreciated :)

Re: Live chat option on the VM homepage?
 

As a excellent employer VM have given me training in many many areas and because of this i have achieved a level of expertise which is shown in my constant excellent reports via my one 2 ones. Sadly we are not trained in the use of the Mk1 crystal ball and therefor would you care to elaborate on your statement please.

Are you refering to VM in that Statement ?

Re: Live chat option on the VM homepage?
 

I have also used the Live Chat option and the lady I spoke to was most helpful and sorted out my problem very quickly. I was also able to take a screen shot of her replies, not that I thought I might need to prove what she had advised but just because I could. :)

Shame it is not available all the time.

Re: Live chat option on the VM homepage?
 

Have they changed how it works? As I'm almost positive it put me in a queue and I then waited my turn.

Re: Live chat option on the VM homepage?
 

What I mainly meant was it'll only appear when agents are physically there - there may well be a limited queue system built in.

---------- Post added at 10:26 ---------- Previous post was at 10:24 ----------

It was introduced as a pilot to see how well it would work, so it's a small team that does it.

I'm sure if it's achieved what VM want then they'll look to expand it

Re: Live chat option on the VM homepage?
 

Edit Rob: Content deleted. If you are going to quote someone and intersperse with your own commentary, ensure that who said what is clearly attributed and understandable.

What do you think :rolleyes:

Perhaps you can now put your wooden spoon away and we can now get back on topic?


What a good idea, this will also help with accessibility for those with certain disabilities.

Re: Live chat option on the VM homepage?
 

Why have you added words to the quote that i did not say. Please have it removed

***********EDIT DONE************

Re: Live chat option on the VM homepage?
 

Mod Edit: If you're not that interested in an admin's action then please don't comment. If though you'd bothered to read the admin edit to your previous post it would have been clear as to what was being talked about. If you are then please take it to private with the mod/admin involved.

Trouble is, no-one thinks that they will need proof of what was said at the time until later on, if a problem comes up. I take lots of screenshots all the time for many and varied reasons.

Re: Live chat option on the VM homepage?
 

Yes, I bet you do - somehow that really doesnt surprise me at all.

Re: Live chat option on the VM homepage?
 

They would just refer you to the website as the teams are quite separate.:rolleyes:

---------- Post added at 17:45 ---------- Previous post was at 17:42 ----------

I take that this is just from a fertile imagination, as otherwise you would have no knowledge of any ongoing training as that would be classed as business sensitive information and a clear breach of confidentiality and trust by posting such information if you had been told it in confidence by a friend.

Re: Live chat option on the VM homepage?
 

It can be very useful, for instance, I am currently in a dispute with Tesco PLC about a wrong price on their website. They have denied it, but I have a screen shot.

Why the sarcastic emicon? I am aware that they are completely separate teams, but i'd hope that they would have details and information about the cable side and try to be as helpful as possible.

They always are when I contact them (some of our units are outside cabled areas.)

I can't, however, professionally comment about the VM National team as i've never met or been involved with them inside the VM business.

The ongoing training to which I refer is not commercially sensitive. I can also confirm that there is not an embargo on this information.

Btw, I have asked for further clarification about the mix up earlier on.

Re: Live chat option on the VM homepage?
 

Specifics about training if from a genuine source is at all times business sensitive information so posting about training in this way is a breach of confidentiality, try posting this on the community forum and it will be removed very quickly and a warning issued.

Re: Live chat option on the VM homepage?
 

Then we'll have to agree to disagree.