Free Tech Support Is Back

From the 1st june virgin media are changing the prem number back to the free number it was released today no more prem number 151 free form a virgin line or 0845 from a non virgin line

[lostandconfused]

oh theres a shame! i've already booked a holiday when the queues jump up to 2,000,000 as everyone calls in at the same time

[Graham M]

Why would people call unless they need to?

[lostandconfused]

Originally Posted by Zeph

Why would people call unless they need to?

because they are calling about things which are not supported. And thats a lot of calls.

[Tech_Boy]

Originally Posted by Zeph

Why would people call unless they need to?

3rd party hardware that we don't support was a big call driver before the line went premium rate.

oops Lost & confused beat me to it

[Graham M]

Easy, cut em off and block their number for 30 days

The premium support upon thought I did actually agree with. As long as credits were made when the fault was to do with VM( mine always were and were credited) I do think none supported calls should be charged as they are a waste of time. Allowances should be made for the clueless but a tech support line for pc issues should be put in place for these people to call once it has been assertained its not a VM issue

[Tech_Boy]

Originally Posted by zinglebarb

a tech support line for pc issues should be put in place for these people to call once it has been assertained its not a VM issue

There is one Zing, it's called PC Help, and it's £1 per minute.

[cleshe]

Originally Posted by darthlinux

From the 1st june virgin media are changing the prem number back to the free number it was released today no more prem number 151 free form a virgin line or 0845 from a non virgin line

Just being picky,but surely 0845 numbers are charged at local rates, not free?
I must admit it used to annoy me at the thought of having to pay premium rates to report a fault.The reality was I didn't ever have to pay, was always creditted ( though I once had to ask for such credit).
Having said the above, I think Zinglebarb has it right, the thought of having to pay must have filtered out some irrelevant calls.

[lostandconfused]

Originally Posted by zinglebarb

snip
a tech support line for pc issues should be put in place for these people to call once it has been assertained its not a VM issue

there is already, its called pc help is £1 a minute, i cant remember all the number 0906 xxx 0001, maybe someone else knows the middle bit?

Originally Posted by cleshe

Just being picky,but surely 0845 numbers are charged at local rates, not free?

its free from a vm landline on 151, just like calling CS

[Tech_Boy]

Originally Posted by cleshe

Just being picky,but surely 0845 numbers are charged at local rates, not free?

151 is free if you have a VM phoneline

and the PC Help No is 0906 991 0001
for more info on PC Help
http://www.virginmedia.com/help/pchelp/

I am really happy regarding this

Wonder if I should set one up for 50p per minute lol

[Stuart]

Originally Posted by Zeph

Why would people call unless they need to?

They do. I know a few ex-VM support people (mainly Marge), and apparently they get queries ranging from geniune problems with the service, through complaints about content (both DTV and broadband) and even a few problems with other random household devices.

Also, there's the old "Oh, they work for the same organisation, I'll call them" syndrome. A friend works in the road safety department of a major county council. She frequently gets calls from council house tenants complaining that their toilets are blocked (amongst other things). I do Tech support at a Uni. I don't usually do phone support, but I get phone calls with queries ranging from computer queries through to problems getting exam results, problems with the Student Loans company and even queries as to which lecturers are in (bit difficult for me to answer that one: I only see lecturers if they have a session booked in one of our labs).

[esdxc37]

Really bad new for those that have a genuine problem with BB.

Although I did not at first agree with the 09 it did filter out a lot of the calls which were nothing to do with BB.

I can see the old problems of waiting hours to get through to the tech support line resurfacing and lots of needless calls to other departments thinking they have a magical number that will vault them straight to the front of the queue.