100M Is there a direct number for VM tech support in the UK?

Tim Deegan · 06-08-2012, 13:22

After calling tecnical support last week, it became obvious that I needed to speak to a UK call centre, as the overseas call centre didn't seem to have a clue what I was talking about (as usual).

So after redialling many times, I managed to get through to a UK call centre. But then with usual bad timing, I got called out, and had to leave.

I didn't think there was any chance of getting through to a UK call centre at the weekend, so I'm trying again this morning. I must have tried 20 times so far, and keep getting through to India.

Does anyone know if there is a way to get through to a UK call centre?

**Chris** · 06-08-2012, 13:49

I believe the best way of ensuring you speak to someone in the UK is to dial the usual number and then choose the option for "if you're thinking of leaving us". Oddly enough, when it comes to Retentions the company is suddenly interested in making a good impression on you.

Tim Deegan · 06-08-2012, 17:56

Good idea Chris.

I actually got through to them on abot the 25th attempt. But I'll try that next time.

Stephen · 06-08-2012, 18:03

VM tech support is located in the UK and you should be able to get them when you call through for a fault if overseas can't help you.

Peter_ · 06-08-2012, 18:18

Quote:

Originally Posted by Stephen

VM tech support is located in the UK and you should be able to get them when you call through for a fault if overseas can't help you.

All offshore will do is put you back in the queue with no guarantee of who will answer

Tim Deegan · 06-08-2012, 18:34

Quote:

Originally Posted by Stephen

VM tech support is located in the UK and you should be able to get them when you call through for a fault if overseas can't help you.

Unfortunately it doesn't seem to work like that. It is very rare that the overseas call centre can help. And they told me that they are not allowed to put me through to the UK. The only thing they can do is escalate the call, and get me a call back. But this rarely happens, and I usually have to call back and start the whole cycle again.

---------- Post added at 17:34 ---------- Previous post was at 17:18 ----------

Quote:

Originally Posted by Peter_

All offshore will do is put you back in the queue with no guarantee of who will answer

They can actually connect you to the UK, but they aren't allowed to. I've had managers at the overseas call centres who have done this previously.

Peter_ · 06-08-2012, 20:11

Quote:

Originally Posted by Tim Deegan

Unfortunately it doesn't seem to work like that. It is very rare that the overseas call centre can help. And they told me that they are not allowed to put me through to the UK. The only thing they can do is escalate the call, and get me a call back. But this rarely happens, and I usually have to call back and start the whole cycle again.

---------- Post added at 17:34 ---------- Previous post was at 17:18 ----------

They can actually connect you to the UK, but they aren't allowed to. I've had managers at the overseas call centres who have done this previously.

Actually it has never been possible for a technical support agent to transfer directly to a specific call centre as they can do is place you back in the queue, onky Customer Relations were only ever to do that and that was when the Albert Dock was open, so them stating they cannot is correct.

thenry · 06-08-2012, 20:18

retentions still do it. you get put through to Swansea. not sure if theres a call center in Scotland but ive had great support from Scottish dudes in the past. that said what happened to higher tier UK support. Has that direct support link now gone?

Peter_ · 06-08-2012, 23:15

Quote:

Originally Posted by thenry

retentions still do it. you get put through to Swansea. not sure if theres a call center in Scotland but ive had great support from Scottish dudes in the past. that said what happened to higher tier UK support. Has that direct support link now gone?

They only used to transfer to Liverpool and that was for a reason as they were the best but as they are all gone you can get transferred elsewhere.

thenry · 06-08-2012, 23:30

yes you can. ive been transferred to Swansea many times after Liverpool got shut down.

Tim Deegan · 06-08-2012, 23:56

Quote:

Originally Posted by Peter_

Actually it has never been possible for a technical support agent to transfer directly to a specific call centre as they can do is place you back in the queue, onky Customer Relations were only ever to do that and that was when the Albert Dock was open, so them stating they cannot is correct.

It possibly was when Albert Dock was open.

Peter_ · 06-08-2012, 23:57

Quote:

Originally Posted by thenry

yes you can. ive been transferred to Swansea many times after Liverpool got shut down.

I take it that you misread my previous post then, they may be able to transfer you elsewhere but Liverpool was the one that had the hotline not the other centres, all you get now in Swansea is agents with little or no experience and 2nd line are not much better.

thenry · 07-08-2012, 00:16

agreed

Tim Deegan · 07-08-2012, 00:18

Quote:

Originally Posted by Peter_

I take it that you misread my previous post then, they may be able to transfer you elsewhere but Liverpool was the one that had the hotline not the other centres, all you get now in Swansea is agents with little or no experience and 2nd line are not much better.

So where have all the Albert Docks VM employees gone?

Peter_ · 07-08-2012, 07:53

Quote:

Originally Posted by Tim Deegan

So where have all the Albert Docks VM employees gone?

A handful amazingly went to Swansea some went to Knowsley and a few went to Whythenshawe, many went to TalkTalk.

The are quite a few call centres in this area with plenty of employment prospects so I believe the majority have found something.