I am fuming at CS
 

On Monday night, our service went down, we checked the website and found that VM had trouble with BB, and that it would be fixed by Tuesday.

Despite phone calls to CS at VM, this was still not fixed.

We had no BB, then today we gave up and called CS, and got put through to India, and they did not have a clue on how to repair the fault.
First call lasted an hour, and they promised to call back - they never did.

Second call, again to India, they took over our computer. Still couldn't repair the fault and said they would call us back - never did.

Third call, again lasted 45 minutes. This time they repaired the fault - and said that it was a technical fault on their part.

Why can't VM get there act together and find people that know what they are doing. Been without BB for several days. And it was fixed by an engineer who talked my wife how to repair the fault.

All it was, VM put the wrong password that we have had for years. In the wrong section.

My wife followed the direction son VM OWN fault finder, and it still wouldn't work.

Finally, this evening my wife spoke with someone, and he repaired the fault in 20 minutes.

Does anyone know of the email address of the CEO for VM. I have never come across poor CS in my life.:mad:

Re: I am fuming at CS
 

:D:D

Re: I am fuming at CS
 

This may help link http://www.ceoemail.com/s.php?id=9632

Virgin Media


Mr Tom Mockridge Chief Executive

Email tom.mockridge@virginmedia.co.uk
Telephone 01256 754554
Website http://www.virginmedia.co.uk
Social Media TFY

Postal Address Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UPM
Company Number 02591237C

See also Customer Services
Companies House data for UK companies from 02591230 to 02591239

Re: I am fuming at CS
 

You are probably on their, let's wind this guy up list. They probably don't want you as a customer, hence they put you through to India as they don,t know what they are doing. Am surprised that you, being the perfect employee/individual, are not a self made millionaire by now but hey maybe those massive chips on your shoulders got in the way.

Re: I am fuming at CS
 

PMSL, post of the month..........:D:D

Re: I am fuming at CS
 

Re: I am fuming at CS
 

Really, never had such bad cs in his life,what about when he went to Sky for 24 hours or whatever it was.

He is Victor Meldrew 10 times over!

Re: I am fuming at CS
 

Here you go bud ceo office i find them pretty good tom.mockridge@virginmedia.co.uk

Re: I am fuming at CS
 

No broadband for a few days. Oh dear lol.

How did we cope in the days before broadband.

Re: I am fuming at CS
 

We used pigeons in my day :p

Re: I am fuming at CS
 

I'm wondering where all the help and understanding went that used to be an important part of this site..even if it was only to say there,there.

Re: I am fuming at CS
 

Wasn't this the old NTHellworld site?

Or am i getting confused? :erm:

Re: I am fuming at CS
 

Yes it was but we changed focus 10 years ago from being a site that attacked their failings to one that offered users more support and assistance when the company let them down.

Re: I am fuming at CS
 

Miles of string and paper cups.

Re: I am fuming at CS
 

I think it's still, there Maggie but some posters are rather extreme too many times and you end up thinking, here we go again.

The OP is one of those, personally I find him incredibly disrespectful to everyone and anyone, wether politicians, senior people at VM, employees at VM, employees at Sky and many more

Whilst not being perfect, I believe in common decency toward other human beings unless I come across someone like Arthur, therefore I won't help and support!

Re: I am fuming at CS
 

I would never ever let anyone take over my PC as Arthur has described. It is a pity that the Arthur's post was rather short of useful information. It sounds as if there was more than one fault.

Re: I am fuming at CS
 

If it was a broadband fault how did the VM rep take over the computer?

Re: I am fuming at CS
 

Good consistency from the mods as ever!

I'm sure Arthur creates many of his own problems, but he pays for his broadband and is entitled to expect it to work, or be fixed without too much work on his part when it doesn't. Three calls in this instance and unkept promises to ring him back really isn't good enough, and he should complain.

Re: I am fuming at CS
 

Just to point out that I was not making a point as a MOD..if I were it would be in bold.I was just expressing my dismay at an increasing trend towards a certain aggression to those seeking help or sympathy for what they consider poor service.
Also I think that some are failing entirely to separate the lower basement section of the site(current affairs etc) and the technical forums.There is a difference and whatever one's opinions in one should not really affect the help and support offered in the other.

Re: I am fuming at CS
 

He still has every right to complain. Please bear in mind that this forum was set up as a forum where people could air their complaints.

Re: I am fuming at CS
 

I agree but Arthur takes everything to the extreme ie several days without BB, is Monday afternoon to Wednesday several days.

Personally I think you can complain without ranting.

Re: I am fuming at CS
 

Re: I am fuming at CS
 

Please explain, you say it was a BB fault but they did a remote connect?

Also when putting a password in for the router am assuming, you put it in as prompted by the rep, they will never ask you for your password for any site.

Re: I am fuming at CS
 

I've given him the email addy to the CEO office in a post, it's upto him now to write to them and get his complaint looked into.
I find the ceo office very good and quite fast to resolve issues in my experience, they are his best bet.

Re: I am fuming at CS
 

Indeed l have also contacted the CEO office before and l always get a answer back on questions and issues that need resolving.

Re: I am fuming at CS
 

Whenever I have a problem (very rarely) with my wifi/BB, I connect my laptop to the superhub and then phone customer service who can then access my computer. I imagine Arthur uses wifi for his BB (like most people) and figured everyone would realise that.

Re: I am fuming at CS
 

Remote Desktop i would imagine. A lot of companies offer to try and fix things via it but i always say no as most of them don't inspire much confidence in their technical abilities. Some of the people in retentions i might have said yes to if the occasion arose but no way in heck would i let some indian call center person who learned their IT skills from The IT Crowd TV show loose on my system.

Re: I am fuming at CS
 

Top Banana, It appears from your comments towards myself, make you one of the people that will just sit down and take crap. What whatever company you deal with.
You pay for a service, ie VM. And you expect some form of Customer Service towards the fee you pay to whoever it is.

I work hard, and dont expect too much of a return. I appreciate it when people say to me ' i will try and find out the problem, and reply' This is when you appreciate what they do for you.

I pay people compliments, when they deserve it. Being disrespectful to people - No you have me wrong.

I support people that look after myself and my family. The one thing l cannot tolerate is - people that try there hardest to turn me over with a lot of tosh (that's the polite wording).

In fact l have just sent a complimentary letter to a very good friend of mine who has lost his seat in a by election - and he is a Tory.

I would rather someone tell me that there is a problem and try and deal with it, then give me crap.

And by the way it was my wife who dealt with VM, l just listened to the conversation. And dealt with the complaint.

---------- Post added at 12:41 ---------- Previous post was at 12:39 ----------

Paultrademark, further to your comment.

The advisor asked for our password, and they put it in the screen. And it still didn't work

Re: I am fuming at CS
 

To be fair, this can be pretty inconvenient as we do so much by computer these days. I would have been pretty peeved if my broadband went down just as I was about to pay my credit card bill or amend my supermarket order before the deadline!

Re: I am fuming at CS
 

You've been given the ceo office email i sugget you start there.

Re: I am fuming at CS
 

Just to answer many questions - and there are good ones, that have been brought up.

I wish to thank the member for being so kind as to give me the email address for Tom, the CEO at VM.

Update on this. My wife got a phone call today from someone in there office.
We were told that under no circumstances are we to give out the password, that we were asked for yesterday. We were asked for the password, for them to gain entry to our computer - they apologised for this.

They also apologised for the amount of times we called them to fix the problem - on record, they have us down as making five calls. And they we were still connected to to the call despite, us ending the call.

The VM's office, were keen to ask if everything was now fine, and it is now. My wife apologised for me sending the email. And was told that ' If we have a complaint about the service, we are within our right to complain. And now everyone is happy.

The CEO's office is going to listen to our calls - and action will be taken, and training given.

And yes, we were advised to change our password - which we have. As l have said before, l will only complain IF, l feel that we are not getting the service, that we are paying for.

Thank you members for your help.

Re: I am fuming at CS
 

Sounds a great outcome especially the training being given. Being without broadband for even a day is a genuine inconvenience for most people. A few years ago maybe it wasn't but this is 2014.
I still think VM's reliability link lies in its green street cabinets. I lose track of the number I see just tied up with string or tape. I can't understand why the company treats such key items with so little TLC.

Re: I am fuming at CS
 

Am sure you are aware now, but in future never give anyone your password for anything either online, over the phone or by remote connect.

The agent has breached DPA and is poorly trained!

Re: I am fuming at CS
 

Genuine question - how has the agent breached the Data Protection Act?

Re: I am fuming at CS
 

Oh come on that's taking it too far. MoneyAM's prices feed was down for one day due to a fibre problem (funnily a Virgin fibre) but the rest of the site was up and those traders that need a continuous feed have a backup to another streaming supplier.

If you want backup have a 3G dongle.

As has been said before you get what you pay for :D

Re: I am fuming at CS
 

Broadband and the internet is such a vital part of life now so we can't compare it to "back in the day". i've had the internet since i was 11. I'm now 28. i've not and cant remember a world without the internet being a vital part of my life.

So i can understand your frustration. id be fine with the indian call centres myself if they understood me. there is saving money and then there is genuinely providing a lacklusture customer service after 6pm...

Re: I am fuming at CS
 

Couldn't be without internet for a couple of hours let alone days, it would drive me crazy. Everything needs an internet connection ipads, laptops, games consoles, phones etc.

Re: I am fuming at CS
 

And all the companies we have accounts with who want us to go paperless, VM as an example. Got to have an internet connection at reasonable intervals to keep in touch.

Re: I am fuming at CS
 

I would be lost without the internet as many things are done online nowadays. If I have to phone customer services I am always nice as having worked in customer services for many years I know that if I get a customer who thinks it is their god given right to be nasty and abusive to me I don't really go out my way to help them but if they are nice and understanding I will go beyond the call of duty for them and maybe give a voucher to them if I have not went over my allowance. Some people just do not realise that some things are out my control and their is only so much I can do, I can only pass their complaints onto the relevant department and it is not my fault if they are not getting back to them so my advice to anyone phoning customer services be nice it will get you further in the long run and everything you say either gets recorded or noted.

Re: I am fuming at CS
 

Sadly, many members appear to have replaced this with snide, rude, sarcastic comments, which is a problem that many people bring up whenever this site is mentioned or reviewed.

Again, I agree with what you say.

To avoid any future confusion as to whether you are or are not wearing your moderator hat when posting, you may wish to consider following the lead of other members of the Cable Forum Team ie bold is a mod decision and non bold isn't.

I agree with you both. The fact that we use to live without broadband is now moot as our lives have changed. Going by the analogies given, if someones 'phone became faulty in the 1980's, they could have been told not to worry as we all managed without the telephone in the past!!

Re: I am fuming at CS
 

So when your broadband is down you connect your laptop to the superhub, phone CS who control your laptop. How exactly do they do that when your broadband is down?

Re: I am fuming at CS
 

If not having the internet drives you that mad you need to invest in another connection and a failover router.

When my VM goes down I just log a fault and wait for it to be fixed, if it isn't I escalate via the VM forums who are very helpful. All the while my router has switched over the the 80/20 FTTC and my blood pressure doesn't rise.

Re: I am fuming at CS
 

Not everyone can afford 2 connections, in theory it's a great idea but sadly out of a lot of peoples reach.

Re: I am fuming at CS
 

I'm sure when i've phoned to change a package i've been asked for my account password, how else would they know it's me asking? Anyone could phone up and pretend to be me, if they know my account number, and put me on the highest package?

Re: I am fuming at CS
 

Agreed, I know only a couple of people in that luxurious position who have employer-paid BT for work and VM for leisure. Most people can use their mobile phone's hotspot for a bit but you shouldn't need two broadband subscriptions in case one has a problem unless you're a huge e-Bay trader or something!

Re: I am fuming at CS
 

I';ve followed a posters advice and gone for a 3g dongle from vm it's only just over £8p/m for 1gb which is ideal as a back up.

Re: I am fuming at CS
 

Yes that is your VM account password, that is set with them.

Not your computer password or router password that is set by you.

Re: I am fuming at CS
 

Well in that case a 48 hour outage shouldn't drive you that crazy! Especially when you have mobile internet now days

Re: I am fuming at CS
 

We don't know the ops situation for all we know maybe he has relatives in Australia and relies on the internet for things such as skype. The op has every right to be annoyed they are paying for a service they wasn't getting.
Yes faults do happen in my area there have been two outages in the space of two weeks which cs didn't have a clue what was going on.

Re: I am fuming at CS
 

Popped a letter in the post...

Am sorry he is so upset but you only need to read the financial pages of the weekend papers who all have help columns to see that this incident is nowhere near as bad as customer service can get....

Re: I am fuming at CS
 

Woo, listen to you! I don't understand most of what you have said :dunce: