Quote:
Originally Posted by Chris
But where people do choose to post for help on a community forum, Virgin Media needs to make an intelligent assessment of the level of help those customers are actually getting. That means a qualitative assessment of the other posts in the oldest threads, not merely scanning last post dates and assuming that the priority issues are all to be found in the threads that have been dormant the longest.
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I do know what you mean but the has to be a certain criteria used and Virgin Media have decided that the forum team members only answer from the oldest first as apart from Outages not every fault will be obvious and the easier ones such as we get on here will be answered by other members which is the what they want from the forum.
Also I wonder what will happen to the Community forum once they close the Albert Dock as that is were Virgin Media's 2nd line is based and they are included in the closure so possibly in 6 months this thread will have been of little consequence.
I have actually sat with one of the Forum Team and he did explain how it works and why and that has more or less been covered in quite a few of the preceding posts.
---------- Post added at 12:31 ---------- Previous post was at 12:28 ----------
Quote:
Originally Posted by kwikbreaks
They are in the "Up to 30Mb and 50Mb broadband" section. It looks like there are less than a page of new threads a day in the phone section. There are shedloads in the broadband sections.
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The threads are given to various agents to work on and the is always a shorter queue in the DTV and Telco sections hence they get answered in a shorter SLA quite often within the hour or at the very least within a few hours depending on time of day.