Cable Forum - View Single Post - TiVo Why can't Virgin Media ever get their customer service right??

jb66 · 23-12-2011, 08:25

I actually had a fault related to what happened to the op yesterday. A customer had ordered TiVo and sky sports HD. The install date was at the end of January. The customer called back up and wanted the premium hd sooner. The agent cancelled the order added HD then rebooked the TiVo. When the hit came through to the v+ box it changed the occurrence to a TiVo and the customer lost all V+ features. I was then sent out on a fault call and had to replace the v+ for the TiVo.

So really my point is, there is a reason they don't like to cancel orders and rebook as it can cause issues, also it's a bit of a billing nightmare charging for hd sports for 2 days longer than the TiVo fee etc

Also although I understand where tim is coming from, technically it's a lie, it is possible, but comes with risk of complications that are much greater than missing hd channels for a few days. It's easier to say "it's not possible" for the customer and the cs member of staff than to have a lengthy discussion on how virgins system works.

23-12-2011, 08:25	#223
jb66 cf.mega poster Join Date: Aug 2009 Posts: 5,386	Re: Why can't Virgin Media ever get their customer service right?? I actually had a fault related to what happened to the op yesterday. A customer had ordered TiVo and sky sports HD. The install date was at the end of January. The customer called back up and wanted the premium hd sooner. The agent cancelled the order added HD then rebooked the TiVo. When the hit came through to the v+ box it changed the occurrence to a TiVo and the customer lost all V+ features. I was then sent out on a fault call and had to replace the v+ for the TiVo. So really my point is, there is a reason they don't like to cancel orders and rebook as it can cause issues, also it's a bit of a billing nightmare charging for hd sports for 2 days longer than the TiVo fee etc Also although I understand where tim is coming from, technically it's a lie, it is possible, but comes with risk of complications that are much greater than missing hd channels for a few days. It's easier to say "it's not possible" for the customer and the cs member of staff than to have a lengthy discussion on how virgins system works.