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Russ · 24-02-2009, 14:25

Over the last few weeks I've had an issue with the internet connection at my parents' house, and posted about it here and whenever I've called up about it I've always got through to India when calling tech support.

Since that problem started I've called them a total 9 times and spoken to 9 different agents and been given 9 different 'solutions', none of which have worked.

I called them again last night as the problem was getting worse, seems like the problem is with the modem and not the router, so I tried an old silver ambit modem we used to have on the 2mb service but the drops kept happening. The agent last night decided to send me out a new modem. Erm hello? The connection drops with the normal modem and also the old silver one, does that not suggest it's not the modem at fault? But he would have none of it - a modem was to be sent out.

I wasn't convinced but was determined to speak to someone in the UK about this. I tried calling them this morning (see here about my post about it) but gave up.

I then had an offer of help from one of the VM guys who posts on here (I won't give his posting name unless he is happy to do so himself) and i sent him an email explaining all the hassle I've had.

Within 10 minutes he'd sent me an email back saying he's identified the fault which was causing the drops (my RX Power is ranging and exceeding its tolerances) and an engineer has been booked. He also made it clear that the guys in India have access to the same tools he used to diagnosed that fault.

My issue is not about the fault - we've got to the bottom of it and with luck the engineer will sort it when he arrives.

What annoys me is I've spoken to 9 different indian agents and not one could identify the problem, instead giving me 9 different 'fixes'.

I get 1 email from a UK agent and we get to the bottom of it almost straight away.

that sort of thing sums up the problem with Indian callcentres.

Virgin Media - 'bollards' (not the word I actually meant to use) to your "We're listening to you" campaign. Sort your Indian tech support out. If any of the 9 agents had looked over my notes they'd have seen the history of my problem and could have fixed it weeks ago. had they bothered to run the same diagnostic tool as the guy on here did, we'd have solved it weeks ago.

24-02-2009, 14:25	#1
Russ cf.mega poster Join Date: Jun 2003 Location: Half in the corporeal, half in the etheral Posts: 37,181	VM's Indian callcentre Over the last few weeks I've had an issue with the internet connection at my parents' house, and posted about it here and whenever I've called up about it I've always got through to India when calling tech support. Since that problem started I've called them a total 9 times and spoken to 9 different agents and been given 9 different 'solutions', none of which have worked. I called them again last night as the problem was getting worse, seems like the problem is with the modem and not the router, so I tried an old silver ambit modem we used to have on the 2mb service but the drops kept happening. The agent last night decided to send me out a new modem. Erm hello? The connection drops with the normal modem and also the old silver one, does that not suggest it's not the modem at fault? But he would have none of it - a modem was to be sent out. I wasn't convinced but was determined to speak to someone in the UK about this. I tried calling them this morning (see here about my post about it) but gave up. I then had an offer of help from one of the VM guys who posts on here (I won't give his posting name unless he is happy to do so himself) and i sent him an email explaining all the hassle I've had. Within 10 minutes he'd sent me an email back saying he's identified the fault which was causing the drops (my RX Power is ranging and exceeding its tolerances) and an engineer has been booked. He also made it clear that the guys in India have access to the same tools he used to diagnosed that fault. My issue is not about the fault - we've got to the bottom of it and with luck the engineer will sort it when he arrives. What annoys me is I've spoken to 9 different indian agents and not one could identify the problem, instead giving me 9 different 'fixes'. I get 1 email from a UK agent and we get to the bottom of it almost straight away. that sort of thing sums up the problem with Indian callcentres. Virgin Media - 'bollards' (not the word I actually meant to use) to your "We're listening to you" campaign. Sort your Indian tech support out. If any of the 9 agents had looked over my notes they'd have seen the history of my problem and could have fixed it weeks ago. had they bothered to run the same diagnostic tool as the guy on here did, we'd have solved it weeks ago. __________________ From Jim Cornette: “Ty, Fy, bye”