Quote:
Originally Posted by vincerooney
Wish i'd seen this earlier! had a nightmare on phone! i'll paste my post on virgin forum:
Hi all,
Had a nightmare on my mobile to virgin media contact centre. I've usually been really impressed with their professionalism and knowledge but completely bemused and annoyed at what i've had. Was on the phone first of all and got through after 5 minutes only for the advisor to state his systems were down and put me on hold. That was fine with me i work on the phone and know the problems i can face. He had me on hold for 14 minutes before he returned and said his systems were still down and he'd have to terminate the call! no offer for general advice whatsoever. I asked if he could transfer me and he said no and hung up on me!
Called back and got through to someone. I have a V+ box and its currently broken. I have an engineer coming tomorrow to fix it/replace it. Asked a general question on Tivo and whether i could pay the increase each month to get a Tivo box fitted instead.
The V+ box is my secondary box anyway in my bedroom. He said it would be 8 quid extra a month? Is this right? He then said it would cost £50.00 installation? Why do we still charge installation even though i'd be paying for a new service and giving virgin media more money a month? Also i already have an engineer coming tomorrow to fix a broken service? Why do i need to still pay!?
Bemused, baffled, confused and generally unhappy for once at the service today. Has something changed with the contact centres virgin media use?
Been with virgin media 10 years and an XL customer
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I think it's right that if you just wait for the engineer to turn up and then discuss TiVo with them rather than the call centre then they can upsell on the spot and won't charge installation. Somebody else might be able to confirm?