Impossible to get through to retentions!

cookster · 01-03-2007, 15:01

I've been trying all week to get though the retentions all week without success! Does anyone have any tips on how to get through? It's getting beyond a joke now!

Thanks in advance!!

NTLVictim · 01-03-2007, 15:08

I suspect they are inundated at the moment!

awibble · 01-03-2007, 15:10

you could trying calling CS and asking them to put you through, but yes, im sure they are very very busy, and will probably get even more busy at about 5:30 as people start geting home from work.

virginmedia · 01-03-2007, 15:16

The retentions line is always busy and there is never no Q.

However it is not impossible to get through, wait time 30 mins(as from 1hr ago).

I know this is not what you would expect of a Virgin Company, but once Virgin get going hopefully there will be none of this!!!

Hope this helps

John

fireman328 · 01-03-2007, 16:05

Quote:

Originally Posted by virginmedia

The retentions line is always busy and there is never no Q.

However it is not impossible to get through, wait time 30 mins(as from 1hr ago).

I know this is not what you would expect of a Virgin Company, but once Virgin get going hopefully there will be none of this!!!

Hope this helps

John

What exactly do you mean when you say "Once Virgin get going" I thought they were operational or are they ?

Graham M · 01-03-2007, 16:11

Quote:

Originally Posted by fireman328

What exactly do you mean when you say "Once Virgin get going" I thought they were operational or are they ?

Things still remain in more or less the same state as when everything was separate, they now have in common a trading name but it will take a while for anything to change

virginmedia · 01-03-2007, 16:12

Sorry for not being clear yeh they are opperational but it took Vrigin Trains 2 years to get that service up to scratch, i think after 6 months Virgin Media will be very big.

But thats my opinion...

John

jock · 01-03-2007, 16:18

Hi All

I have been a NTL now VM subscriber for many years.

However due to the BSKYB fiasco I have decided to cancel today! Im on the XL package. Not worth the money now!

Tried several times today but I kept getting cut off!

I see im not the only one.

MovedGoalPosts · 01-03-2007, 16:20

Why are you trying to get through. Are you expecting an offer you can't refuse, or are you serious about leaving. If the latter then simply write in (recorded delivery is best) giving notice to terminate. If the former, then you'll need to be prepared for that extremely long wait on the off chance that you get lucky.

Woolly One · 01-03-2007, 16:21

Hi,
That's my opinion aswell. We shall see over the next few months just how commited VM are to their customers.

Regards - Woolly One

Sorry - shpuld have qupted virginmedia(John) to confirm what I was on about (new to this)

sav112 · 01-03-2007, 16:23

I handed in my notice and got through in about ten minutes.

I did not take any option on the phone just let it run on as my phone does not do the press 2 or 3 or 4 etc, dont know why?

holographic · 01-03-2007, 16:31

Quote:

Originally Posted by sav112

I handed in my notice and got through in about ten minutes.

I did not take any option on the phone just let it run on as my phone does not do the press 2 or 3 or 4 etc, dont know why?

Lucky Sod. It took me 3/4 hour holding on to get through to someone. After explaining things and reading out their contract a few times (to cs) I got put through to a manager.

He released me from my TV contract early. I did keep the broadband though as that is a superb product.

Even Trading Standards have been on telly saying they "would expect Virgin to release customers who are not happy".

Andrex · 01-03-2007, 18:05

Quote:

Originally Posted by holographic

Even Trading Standards have been on telly saying they "would expect Virgin to release customers who are not happy".

I've sat in retentions at Knowsley (the old TW center) a few years ago, and they had very strict targets on how many callers they can allow to actually disconnect. Virtually all were saved in some way by talking them into keeping them some of the services, or keeping all of the services with discounts.

The training given included a section titled "How to undermine the confidence of the customer", which was all about showing the customer what they thought they knew is wrong.

I sat in the center for the day listening to calls and speaking to the managers. It is creepy, to be honest.

tekboss · 01-03-2007, 18:15

Any idea how long they should be taking to answer e-mails?

Sent them an e-mail on the 13th and managed to get a partial replay on the 22nd but then needed to send them another e-mail and still no reply yet.

I tried calling them but it took to long and had to hang up.

Look after a disabled relative with dementia so staying on the phone for 30 to 45 minutes is not an option.

I did get an auto responce saying they'll get back to me within 48 hours.

Andrex · 01-03-2007, 18:18

tekboss, they're being hammered with demand. I'd imagine they're running quite far behind.