Tv loss

sophiedoll · 02-01-2011, 20:27

We lost our Ch4 the other night, my partner rang VM this afternoon and they ran her through a few things. Now we have nothing, all blocks and odd sounds on all channels. They now saying we HAVE to have an engineer out on wednesday, which is when we are both out at work. The nice lady on the phone from india told me she would charge us 20quid. What can we do to change this! She wouldnt even listen to us on the phone! Just silence! Im sooooo mad! I have tv xxl inet/ anytime tv. Im going to cancel it. Its ... madness ????

Ive been a lerker here for a while so thought a post would help.
I know I should ring UK call time which I will tomorrow but the nice indian lady said she would make sure we always got through to them??! is that even possible? Her name was Katie, so she said.

Partner rang cust services and they were very helpfull. Said if no one was in they could reduce the charge to Â£10! When I bloody said we wouldnt be in untill after work!!! Grrrr....

What the f... VM ????????????!!!! All she wanted was ch4 back at some point. Not a total loss of service and random charges. She will cancel!

spiderplant · 02-01-2011, 21:21

That's ridiculous. Call again and get them to change the appointment for a time you will be in.

Meanwhile, you may be able to get Channel 4 on 854.

ps, Welcome to the forum!

lawe · 02-01-2011, 21:37

Agree, ring back and change the date. I think a communication issue resulted in a date which was unsuitable but we can only guess.

Stuart · 02-01-2011, 23:52

Quote:

Originally Posted by sophiedoll

We lost our Ch4 the other night, my partner rang VM this afternoon and they ran her through a few things. Now we have nothing, all blocks and odd sounds on all channels. They now saying we HAVE to have an engineer out on wednesday, which is when we are both out at work. The nice lady on the phone from india told me she would charge us 20quid. What can we do to change this! She wouldnt even listen to us on the phone! Just silence! Im sooooo mad! I have tv xxl inet/ anytime tv. Im going to cancel it. Its ... madness ????

Ive been a lerker here for a while so thought a post would help.
I know I should ring UK call time which I will tomorrow but the nice indian lady said she would make sure we always got through to them??! is that even possible? Her name was Katie, so she said.

Partner rang cust services and they were very helpfull. Said if no one was in they could reduce the charge to Â£10! When I bloody said we wouldnt be in untill after work!!! Grrrr....

What the f... VM ????????????!!!! All she wanted was ch4 back at some point. Not a total loss of service and random charges. She will cancel!

Hi sophiedoll. This, IMO, is *not* acceptable service from VM. While I can accept there is a delay for an engineer, I don't think they should charge you for the repair (although it's not my decision to make).

We do, however, have contacts within VM who can sort out problems. If you wish, send me your real name, account number, postal address and a contact telephone number and I will refer this case to them.

to the forum, BTW.

Peter_ · 03-01-2011, 07:32

Quote:

Originally Posted by sophiedoll

We lost our Ch4 the other night, my partner rang VM this afternoon and they ran her through a few things. Now we have nothing, all blocks and odd sounds on all channels. They now saying we HAVE to have an engineer out on wednesday, which is when we are both out at work. The nice lady on the phone from india told me she would charge us 20quid. What can we do to change this! She wouldnt even listen to us on the phone! Just silence! Im sooooo mad! I have tv xxl inet/ anytime tv. Im going to cancel it. Its ... madness ????

Ive been a lerker here for a while so thought a post would help.
I know I should ring UK call time which I will tomorrow but the nice indian lady said she would make sure we always got through to them??! is that even possible? Her name was Katie, so she said.

Partner rang cust services and they were very helpfull. Said if no one was in they could reduce the charge to Â£10! When I bloody said we wouldnt be in untill after work!!! Grrrr....

What the f... VM ????????????!!!! All she wanted was ch4 back at some point. Not a total loss of service and random charges. She will cancel!

We do not charge Â£20 for a engineer visit as they are at all times free, unless you insist on an engineer were the is no perceived fault for which you would be charged Â£30 for a wasted truckroll.

The only time you would be charged Â£10 would be if your were out when the engineer called.

I would callback today as UK agents will be available from 0800 this morning.

---------- Post added at 06:32 ---------- Previous post was at 06:31 ----------

Quote:

Originally Posted by Stuart

Hi sophiedoll. This, IMO, is *not* acceptable service from VM. While I can accept there is a delay for an engineer, I don't think they should charge you for the repair (although it's not my decision to make).

We do not charge for engineer visits and the person stating that we do is completely wrong and if they have written as such in the account notes then that can be fed back to their manager.

sophiedoll · 03-01-2011, 09:02

Thank you all.

I will ring shortly. We rang back again after posting and managed to cancel everything untill today. The CS person again meantioned a 20 charge if we werent in, i explained there was a high chance neither would be in and he said it would be reduced to 10. This is when I then canceled the call out. He offered me another date next week but I want to talk to someone english.
Been looking last night at sky.....very tempted to swap just to see sky 3d (we have a 3d led screen)

Peter_ · 03-01-2011, 09:12

Quote:

Originally Posted by sophiedoll

Thank you all.

I will ring shortly. We rang back again after posting and managed to cancel everything untill today. The CS person again meantioned a 20 charge if we werent in, i explained there was a high chance neither would be in and he said it would be reduced to 10. This is when I then canceled the call out. He offered me another date next week but I want to talk to someone english.
Been looking last night at sky.....very tempted to swap just to see sky 3d (we have a 3d led screen)

You would only be charged Â£10 if you were out, I have no idea where they get Â£20 from at all.

We will always book the most suitable timeslot available for you as well.

sophiedoll · 03-01-2011, 09:20

Going to wait till after 9 to be safe. 3 Different Indian staff definately said Â£20 and did not care when the slot was as long as it was the earliest for them. Really dont see the point in having them open, might as well just have an automated msg asking to ring back from 8am.

Cheers for your replies, I seem to remember you helping a long time ago under a different username? Mos...? something rings a bell. I just dont remember my old username

Peter_ · 03-01-2011, 09:28

Quote:

Originally Posted by sophiedoll

Going to wait till after 9 to be safe. 3 Different Indian staff definately said Â£20 and did not care when the slot was as long as it was the earliest for them. Really dont see the point in having them open, might as well just have an automated msg asking to ring back from 8am.

Cheers for your replies, I seem to remember you helping a long time ago under a different username? Mos...? something rings a bell. I just dont remember my old username

I was previously Moldova but changed the name.

UK agents are in now actually.

sophiedoll · 03-01-2011, 09:32

Yeah im still a tad hungover after drinking nearly a whole bottle of wine and a couple of left over sherries! Vod is all working fine, just no tv channels "live" work.

Digital Fanatic · 03-01-2011, 09:50

Quote:

Originally Posted by sophiedoll

Yeah im still a tad hungover after drinking nearly a whole bottle of wine and a couple of left over sherries! Vod is all working fine, just no tv channels "live" work.

Call in now. UK staff are waiting for your call. we have no call Q's either.

What general area are you in too, Sophiedoll?

Sorry you've had such a bad time with the Offshore call centre

Peter_ · 03-01-2011, 09:51

Quote:

Originally Posted by Digital Fanatic

Call in now. UK staff are waiting for your call. we have no call Q's either.

Shh don't tell everyone.

Digital Fanatic · 03-01-2011, 09:52

Quote:

Originally Posted by Masque

Shh don't tell everyone.

ha ha

sophiedoll · 03-01-2011, 10:48

lol she will ring after a shower, i have just found comedy central works.

Edit: Wolverhampton area i think our ubr is on

03-01-2011, 10:59

Does VM care about bad advice/information given by overseas call centres. In my case twice (not knowing when UK call centre comes on shift) the only way I could get a sensible answer was to ask the question on VM MyVirginMedia support forum?

Does VM care about customer satisfaction or is it an exercise in money saving!