Cable Forum - A new improved Customer Service experience?

I've read with interest all the media blurb sent out by the Virgin marketing machine telling me how things were going to start changing for the better on the customer service front...my eyebrow was raised

Most have my posts on here so far have been negative about useless operators, long wait times, mistakes & general ineptness - and I had to make a call today to find out why my Broadband bill wasn't appearing and why I hadn't had the itemisation taken off my phone bill even though I requested it was doen last summer...so I gave it a go

rang 0845 454 0000....engaged tone - didn't even get in a queue

tried 0845 454 0019...same again

tried the old 0800 052 2000 number (even though I knew it had been discontinued) and got a recorded message from the geordie fella telling me to call 0845 454 000...

Was just about to hang up and post another rant when the message finished and to my surprise, the old menu system started - entered my phone number, chose the billing option and within two rings I was speaking to a friendly Liverpudlian lady who explained politely that my Broadband bills had been going out on email but rather than transfer me to Tech Support to find out what email address they had been going to (clearly not the right one as I'd seen nothing in my inbox) - she set the bills to paper mode. She also took the itemisation off the phone bill and credited me ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£5 as a courtesy charge for them not doing it when I first asked! She asked if there was anything else she could help with, whether I was happy with all my packages and we had a nice little chat.

I'm amazed - Mr Branson if this is your influence then keep it up! All that needs to happen now is for the proper contact numbers to start working like this!