New name, same old rubbish NTL customer service

[Tristan]

Okay, here's my story. I'm afraid it might be a bit long, but that's okay -- I'm typing this whilst on hold to Virgin Media customer services.

We have a range of services from NTL totaling £80 a month excluding phone calls. So when I saw the new VIP package -- £85 a month for a V+ box, faster broadband, a second box, etc -- it seemed like a very good deal. I know, I thought, I'll phone Virgin and order it.

So yesterday I called 150 from my NTL/Virgin phone. The recorded voice of a nice young lady told me to press 2 if I wanted to change my package, which I did. After about 10 minutes on hold, I finally got through to someone who had never heard of the VIP package, had no idea what it was, etc etc. After consulting with his collegues (which involved me being on hold for another couple of minutes), he decided I should be transferred to sales.

Now I have to say, the sales bloke was excellent. He answered the phone quickly (about 30 seconds), was really on the ball, and was eager to help. We currently have broadband via the STB, but this isn't supported via the V+ box so he arranged to send me a standalone cable modem. It'll arrive on Monday. Brilliant. However, for whatever reason he wasn't able to actually make the changes to my account to add the new TV packages and so on, or able to book the V+ installation.

So I was transferred again. This involved another wait on hold, but "only" around 5 minutes this time. I was answered by a guy who had no idea that I been transferred to him, so I had to explain the situation again. He told me that he would be able to change the broadband, TV and phone packages, but then I'd have to talk to someone else to actually arrange the V+ installation.

Unfortunately, after we'd arranged a second direct debit for broadband (why???), he found there was some sort of problem. "Do you mind if I pop you on hold for a moment?", he said. I said no. TEN MINUTES later, he finally came back on the line -- in fact, he did so just as I was taking the phone away from my ear to press the "hang up" button. It turns out that he couldn't apply the "VIP" discount to my account until I actually had a V+ box in my house, so I could either stick with what I've got until installation (when I'd have to call back), or have the upgrades now and pay full whack for them. Well, I wasn't very impressed with this, but decided to stick with what I've got.

So then I was transferred, one last time, to someone who could actually book a guy to come round to my house and install a V+ box. Or at least, that's the idea. After another 30 minutes of listening to the Virgin Media hold music, I decided to give up.

To say I wasn't happy is an understatement.

Anyway, that was yesterday. Today, I decided to try again. So throughout the day I have been trying 150 followed by option 2. Not once has the phone been answered within 10 minutes, at which point I have usually given up. This post has taken me about 20 minutes to compose so far, and I've just given up again. (Yes, I know there's an 0845 number as well, but I'm certainly not prepared to pay NTL's daytime rate of 3p per minute to listen to that bloody hold music.)

So that's it, that's my story. I have a new modem on the way to me, and I think I've got a second direct debit set up to pay for broadband (but I've no idea whether it's *also* going to come off the first direct debit, the way it has done for the past 4 years or so). I have no idea what my situation is, but I can't even get in touch with anyone to check. I have the same services I had yesterday, with no V+ box and no install date.

I also have a thoroughly bad taste in my mouth about the "all new" Virgin Media. We've been with NTL for about 7 years now, and despite the reputation, I've never had an experience anywhere near as bad as this.

Since about 2001 I've been active on several cable forums, and in general I've defended and been supportive of NTL, even in the "horrible pink" days when Sky were clearly a long way ahead. But all that goodwill has been eroded in one fell swoop. Suddenly I can see that all those "NTL CS horror story" threads I've been dismissing over the years are actually pretty much spot on.

So, if anyone is still reading and has managed to get this far, I'd like to know two things. Firstly, who can I complain to (without having to sit on hold for 20 minutes first)? Secondly, what's the number for Sky CS?

[MovedGoalPosts]

I'm not making any excuses, but if the level of interest in virgin media is fueling an increase in enquiries for service changes in the same level as we've seen traffic increase to this site, then I'd expect virgin media staff to be somewhat innundated. OK VM should have expected some of that, but their resources will still be finite.

The telephone ping pong bit is the biggest problem faced with so many organisations. There have been big hints that things will be better with integrated systems, but your own story suggests this isn't bearing real fruit yet.

Personally I'm not jumping to any conclusions. it's a rebranding, but the same organisation is still behind the new coat of paint. It's going to take time for everything to fully shake out.

[Toto]

When Virgin purchased a rail franchise, and named it Virgin Trains, complaints went up 300%, why? Had the service suddenly dropped since Virgin took over? No. The expectation is that Virgin and customer care go hand in hand. It took them months to improve thigs.

The same can be said for VM.

Tristan, if you want me to escalate this through our channels then I can do so and certainly pass on your comments. If you want to PM me some details please and I shall do this.

Due to the time factor in all this because its approaching the weekend - It could be now Monday when this gets picked up though. But your complaint will be handled at high level.

[etccarmageddon]

Originally Posted by Toto

When Virgin purchased a rail franchise, and named it Virgin Trains, complaints went up 300%, why? Had the service suddenly dropped since Virgin took over? No. The expectation is that Virgin and customer care go hand in hand. It took them months to improve thigs.

The same can be said for VM.

good point but the difference here is Virgin haven't taken over NTL and I hope people realise that it's more about NTL buying the Virgin name, brand, mobile company and good will and giving branson some shares in return.

[Bob]

I encountered similar problems Tristan when I tried to order the TVDrive back in November (passed from pillar-to-post). Granted it was a trial at that point, so I couldn't really have expected everyone to know.

The only other thing to suggest is try ringing later on in the day - perhaps just before closing. You don't normally have to wait as long. But I can fully understand if you don't want to speak to them again lol!

[hong kong phooey]

Im sure it will get better - just bear with them-

[fireman328]

Originally Posted by hong kong phooey

Im sure it will get better - just bear with them-

WOW, what an optimist. As was well said in a previous post, dont get your hopes up because the of the new paintwork, its the same managers and the same attitudes and until a fundamental change is made this site will continue to exist, to goad the senior management to actually kick ass or get kicked. So long as the status quo is maintained and and customers come second it will remain a second class service.

Nice to see such open viewpoints, willing to give people a chance.....

[themelon]

I wouldnt ring Sky CS I was on hold to them the other week for 55 Minutes, agggggghh 0870 Big Bill indeed

Customer service is shockingly bad in most companies in this country, I would be surprised to see any company offer truely great customer service

[fireman328]

Originally Posted by foreverwar

Nice to see such open viewpoints, willing to give people a chance.....

I was in uniform for over 25 years, in my job we only got one chance or had to explain what went wrong to a coroner.

[LostintheNW]

took me awhile to get the new VIP package you want but they did it, they have applied the upgrades already which come into effect when they install the box on the 17th of this month...surely they can do the same for you, and as for the dd for the broadband thats all being stopped as its includeded in the £85 fee.....all depends who you get on the phone as i had to call back after the first person told me i am not allowed the package!

Originally Posted by fireman328

I was in uniform for over 25 years, in my job we only got one chance or had to explain what went wrong to a coroner.

Those cats up the trees must have been really vicious!

But to be fair, we are talking about broadband/tv/telephony, not life or death (although you would think so, sometimes ).

I spent some time in uniform as well, defending the bars of West Berlin against the pinko commie menace - they came anywhere near us, we would drink the bars dry (and eat all the peanuts); that would teach them to mess with the forces of freedom and capitalism.......

[Mick Fisher]

Originally Posted by foreverwar

I spent some time in uniform as well, defending the bars of West Berlin against the pinko commie menace - they came anywhere near us, we would drink the bars dry (and eat all the peanuts); that would teach them to mess with the forces of freedom and capitalism.......

[Toto]

Originally Posted by etccarmageddon

good point but the difference here is Virgin haven't taken over NTL and I hope people realise that it's more about NTL buying the Virgin name, brand, mobile company and good will and giving branson some shares in return.

Yes, Virgin have not bought ntl, you are absolutely right. However, the rights to use the Virgin brand were negotiated back in July 2006. It has taken since then to get some fundemental changes made just to start to use the Virgin name. The MD for branding came from Virgin Atlantic, I think his name is Ashley something-or-other, his job has been clear - to bring the brand and its culture to the people who work for the combined companies.

Yes, we can be cynical and look at this as just another excercise on linning Bransons bank account with even more cash, but this is Branson, and name means everything. Virgin is his vision. He would not entertain the franchise at all if he thought for one minute that nothing would change.

Ntl know that their continued use of the name depends on them getting it consistently right, so changes have to be made where it counts. Customer service has to improve. Products need to be of good quality, and excellent value for money.

So far I think we have seen a taste of things to come, and I think that those who choose to stay with VM will not be dissapointed.