Virgin Media executive admits to 'crap service'

King Of Fools · 23-01-2007, 17:01

Virgin Media executive admits to 'crap service'

http://www.telegraph.co.uk/money/mai...3/cnvirg23.xml

Virgin Media's head of internal communications has admitted in public that the cable company has a history of "crap service" and ''very tired people", and has been stuck in "synergy hell".

...

His disclosures about the task of rebranding two unloved cable companies under the glamorous Virgin umbrella come at a sensitive time. Next month the group will start a ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£20m marketing blitz fronted by Hollywood star Uma Thurman as it relaunches NTL as Virgin Media.

...

Sir Richard sold Virgin Mobile for close to ÃƒÆ’Ã¢â‚¬Å¡Ãƒâ€šÃ‚Â£1bn to NTL in April of last year, signing a lucrative licensing deal and taking enough shares in the new group to become the biggest investor.

At the time the tycoon denied he was putting the Virgin brand at risk by associating with a company known for poor service, including call handling and response times. "By the time the Virgin brand is on [the new company] these kinds of issues will be a thing of the past," Sir Richard said.

The company is still integrating five different billing systems, although it is understood that it hopes to complete this process within four to five months.

Virgin Media Presentation:
http://www.telegraph.co.uk/money/gra...3/cnvirg23.pdf

Nikesh · 23-01-2007, 17:11

I think Sir Richard is right. Calling NTL used to be a nightmare but now I've found I can get through to someone quite quickly.

Pierre · 23-01-2007, 22:21

Quote:

Originally Posted by King Of Fools

Virgin Media's head of internal communications has admitted in public that the cable company has a history of "crap service" and ''very tired people", and has been stuck in "synergy hell".

Synergy, I'm sure those still left at ntl:telewest are fed up to the back teeth with word.

Synergy is ntl:telewest speak for redundancy and he's right we are tired.

24-01-2007, 12:55

What a refreshing change to see someone talk about how it really is, instead of the usual company clap trap and buzz words and phrases. Good on James Weekley I say. Its great news that a Company like Virgin have come in, we all just know this has to be a good thing for all customers here.

Mick Fisher · 24-01-2007, 13:51

Quote:

Originally Posted by NEONKNIGHT

Its great news that a Company like Virgin have come in, we all just know this has to be a good thing for all customers here.

Well I'm glad that you feel that way. My guess is that not much will change apart from the cosmetic things that some are getting quite excited about.

so what? It's money down the drain that should be being spent relieving the "clogged up" over subscribed parts of the network.

Mind you I would be extremely pleased to be proven wrong but.............

RS100 · 24-01-2007, 14:40

I think alot of things will change over the next few month,

Jules · 24-01-2007, 15:00

Maybe a bit of physiology is going on here, ie: they were crap but we have taken over now so things will be so much better, why not come and sign up

Arthurgray50@blu · 24-01-2007, 18:25

From Arthur the hotspur,
From all the messages that l have read about NTL, l have good knowlege of NTL, although l am with Telewest, is that they were crap service providers, BUT l don't think under Virgin Media, they will get away with it, as Virgin has such a good reputation, l think that there will be a few ' kicks up the backsides' if things don't go there way, Telewest is a good service, and l have gone there from Sky, so it will have to be good, or l will ' kick Ass'

etccarmageddon · 24-01-2007, 19:05

Quote:

Originally Posted by Jules

Maybe a bit of physiology is going on here, ie: they were crap but we have taken over now so things will be so much better, why not come and sign up

I think you're all a bit too optomistic here - it's a rebranding of NTL as 'virgin media' after the purchase of Virgin phones not a takeover of NTL by Virgin. They have licenced the Virgin name to escape the past.

http://www.ntl.com/mediacentre/press...%20Release.pdf

Jules · 24-01-2007, 21:36

That is what I was saying

Chrysalis · 25-01-2007, 14:13

Quote:

Originally Posted by Nikesh

I think Sir Richard is right. Calling NTL used to be a nightmare but now I've found I can get through to someone quite quickly.

He is wrong tho if he thinks the only thing wrong with ntl was the call centres.

I might email him and ask what he thinks of the areas where people only have the option of analogue tv and phone.

King Of Fools · 25-01-2007, 14:24

Quote:

Originally Posted by Chrysalis

I might email him and ask what he thinks of the areas where people only have the option of analogue tv and phone.

It would be interesting to find out what he thinks.

I did notice in the mailing I received today (because I am a Virgin Mobile customer) that they plan to roll out unlimited broadband and TV to non-cabled areas this year. I wonder if they could something up their sleeve for non-digital cable areas that runs on BT lines?

dcclanuk · 25-01-2007, 14:32

"Virgin Media executive admits to 'crap service'"

Better late than never I suppose

etccarmageddon · 25-01-2007, 15:30

Quote:

Originally Posted by King Of Fools

It would be interesting to find out what he thinks.

I did notice in the mailing I received today (because I am a Virgin Mobile customer) that they plan to roll out unlimited broadband and TV to non-cabled areas this year. I wonder if they could something up their sleeve for non-digital cable areas that runs on BT lines?

they already have that crappy virgin off-net ADSL product dont they? I suppose they could deliver broadband TV over it?

raymullan · 25-01-2007, 15:45

What a joke! They denied bad service for so long and now they turn roound and admit the obvious when it suits them! What makes them think we should believe their promises now, when they clearly lied in the past!

Nothing will change, just a marketing scheme. However collatng all the billing systems into one should boost efficiency!