Cable Forum - View Single Post - What's the best time to get through to VM UK call centre?

Saul's Grandad · Yesterday, 12:03

I'm posting to revive my old thread, as I've just had a quite frustrating VM CS experience this morning. I'm interested to know if there is still a UK-based Retentions Team for VM, as I felt like I was banging my head against the wall, speaking to an overseas CS agent.

The reason for this is that I rang CS as I had an issue logging on to VM apps on my phone and my account generally because I had set up a VM/O2 id a few months ago and was unable to link this to my old VM account...long story short - I can't get at my old VM password (my fault, didn't record it last time I changed it), so I couldn't link them online.
The lady in the overseas call centre was polite and trying to be helpful but couldn't do anything to help sort out my passwords, other than raise a job with the team who could do it.

She then went on to say that she'd noticed my current contract was nearing an end and did I want to discuss it. I said that I normally spoke to Retentions about this and she told me that she was Retentions level one. She then made me several offers which I wasn't bothered about. I suggested that she send these to me via email so I could consider them. She then told me (scammer playbook alert!) that these offers might not be available if I delayed. I said that I didn't commit to anything on the spur of the moment over the phone and that I would need to discuss with my wife, so please send details in an email. She reiterated that these offers might not be still available and then sent me a text with a link to my pre-contract docs, rather than an email containing details of the services that we had talked about.

Long-winded I know but does anyone know if UK Retentions team still exists and the best way to contact them if they do.

Yesterday, 12:03	#26
Saul's Grandad Lurkalot Join Date: Aug 2003 Location: Nr. Grimsby Services: Virgin TV, Phone, mobile & BB. Netflix and Amazon. Posts: 121	Re: What's the best time to get through to VM UK call centre? I'm posting to revive my old thread, as I've just had a quite frustrating VM CS experience this morning. I'm interested to know if there is still a UK-based Retentions Team for VM, as I felt like I was banging my head against the wall, speaking to an overseas CS agent. The reason for this is that I rang CS as I had an issue logging on to VM apps on my phone and my account generally because I had set up a VM/O2 id a few months ago and was unable to link this to my old VM account...long story short - I can't get at my old VM password (my fault, didn't record it last time I changed it), so I couldn't link them online. The lady in the overseas call centre was polite and trying to be helpful but couldn't do anything to help sort out my passwords, other than raise a job with the team who could do it. She then went on to say that she'd noticed my current contract was nearing an end and did I want to discuss it. I said that I normally spoke to Retentions about this and she told me that she was Retentions level one. She then made me several offers which I wasn't bothered about. I suggested that she send these to me via email so I could consider them. She then told me (scammer playbook alert!) that these offers might not be available if I delayed. I said that I didn't commit to anything on the spur of the moment over the phone and that I would need to discuss with my wife, so please send details in an email. She reiterated that these offers might not be still available and then sent me a text with a link to my pre-contract docs, rather than an email containing details of the services that we had talked about. Long-winded I know but does anyone know if UK Retentions team still exists and the best way to contact them if they do.