Quote:
Originally Posted by info4u
The calls that will be uploaded explain the details of my complaints...
1] VM installed (Telewest) cut my old BT line to thread the VM line through the same hole, meaning £125.00 install fee now with BT if I want to go back
2] 3 months (1/4 of a year) poor broadband service constantly cutting out daily, where VM have admitted to oversubscribing and engeneer believes noise levels are being transmitted from one one else in the area using old equipment
3] Highusage cut of line dispite good payment history, long term customer, all 4 services (Mobile Phone, TV, Internet, Land Line) (High Usage means they cut your line off before its due if they see a big jump in your bill
4] After paying £250.00 (£140.00 more than they wanted) they failed to take off the call baring a week on, when having to make an emergency call they refused to push it thru the switch board at the national telephony centre and told me to wait 24hrs (though if they had contacted NTC it would have bene up and running between 20 mins to 2hrs)
5] Staff attitude and Ignorance
6] Blindfold sent thru the post and letter asking me to sleep on it (after all the above) standard letter but not appropiate
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I am not trying to excuse anything you have mentioned, but out of the issues you have highlighted I am trying to see an issue that could be directly attributed to the agent you recorded, which would prompt the need to publish the call online
Surely a breakdown of the issues would be enough?
---------- Post added at 03:02 ---------- Previous post was at 02:53 ----------
1) is related to a physical install, so is unlikely to resolved on the phone, and if installed by Telewest would be over 19 months old now. If you are trying to claim back £125 for a BT install fee, Virgin would ask for written proof, so the agent on the phone could not get this authorised
2) Who within VM admitted to oversubscription? How many times did you report a fault? Any credits to be give to you would have to cross-checked with logged faults on the account. If there were full records then you would have been credited for the loss of services only as Virgin do not offer compensation above that.
3) This does happen to protect both Virgin and Customers. Would you prefer no action to be taken after a sudden jump in certain usage?
4) Agreed the call barring should probably have been removed once payment was cleared, if that is what had been agreed. However, it is not VM policy to push through work orders, unless they are past due, so even if the agent had phone the NTC, they would have denied the request. Even from a restricted line 999 calls can always be made.
5) Are you talking about the agent you recorded or in general?
6) I assume you are talking about a Deadlock letter, which can only be sent by Customer Concern. The agent you recorded would not be part of that team, so would not able to action the request