50M Live chat option on the VM homepage?

Retrovertigo · 25-09-2012, 22:01

Around 3-4 months ago I spoke to VM via a Live Chat option on their webpage.

I was flicking through the help section for billing and it gave me the option to open a chat window (not the simple bot option that they have).

It was quick and easy and had my issue sorted in a couple of minutes. But for the life of me I can't find it anymore. All I can find is a link to an app you can download that seems to have a chat option designed for tech support or similar. It certainly isn't the same thing I used a while back.

Does anyone know where I can find it, as it is infinitely preferable waiting for a CS advisor on that, than it is on the phone. Thanks.

edit: I found a link online for virgin.net but I'm a cable customer and that link is for national customers. Not to mention the fact Firefox doesn't want to load it, citing it as an unsafe link.

RichardCoulter · 25-09-2012, 22:14

Good luck, can you please share the link if you find it.

Hopefully it won't be manned by the Indians, so you'll be able to understand what they're writing

Also, taking a screen shot should help in situations where staff do not convey an accurate portrayal of the truth, make false promises or, as i've seen reported, get customers to upgrade with non existent promotional offers.

Edit: just realised that my last point may not always be valid as I believe that this is often done by commission hungry salespeople ringing the customer.

Retrovertigo · 25-09-2012, 22:23

Yeah sorry, I should point out that the virgin.net link is for national customers and not cable, so I can't use it I don't think?

Got an issue with my broadband and would love the ease of using the live chat again.

RichardCoulter · 25-09-2012, 22:48

It might be worth contacting the VM National team to ask for details of their counterparts' live chat facility.

Unfortunately, the likelihood is that you'll get some bland, wet and unhelpful answer

Sirius · 25-09-2012, 22:56

Quote:

Originally Posted by RichardCoulter

It might be worth contacting the VM National team to ask for details of their counterparts' live chat facility.

Unfortunately, the likelihood is that you'll get some bland, wet and unhelpful answer

How unusual Richards having a go at VM and its members of staff again .

BenMcr · 25-09-2012, 23:32

Quote:

Originally Posted by Retrovertigo

It was quick and easy and had my issue sorted in a couple of minutes. But for the life of me I can't find it anymore. All I can find is a link to an app you can download that seems to have a chat option designed for tech support or similar. It certainly isn't the same thing I used a while back.

The chat option is at www.virginmedia.com/contact and then under the Billing & Payment options - however it'll only appear when there is someone available to chat.

RichardCoulter · 26-09-2012, 00:27

Quote:

Originally Posted by Sirius

How unusual Richards having a go at VM and its members of staff again .

I state things as I find them, regardless of the company in question, its personnel or my involvement with it.

To suggest that I target VM in particular is not true, like most people, I have experienced both good and bad service from employees. This, however, isn't good enough. The customer should receive a first class service each time, every time.

There is a rolling programme to deal with employees who, for example, are not customer focussed or who lack basic courtesy and respect.

We have seen vast improvements through the excellent training given to staff, but, unfortunately, some still just don't get it.

The phrase "being given enough rope to hang themselves" springs to mind.

Quote:

Originally Posted by BenMcr

The chat option is at www.virginmedia.com/contact and then under the Billing & Payment options - however it'll only appear when there is someone available to chat.

Thanks Ben, your helpful contribution, as always, is appreciated

Sirius · 26-09-2012, 08:37

Quote:

Originally Posted by RichardCoulter

The phrase "being given enough rope to hang themselves" springs to mind.

As a excellent employer VM have given me training in many many areas and because of this i have achieved a level of expertise which is shown in my constant excellent reports via my one 2 ones. Sadly we are not trained in the use of the Mk1 crystal ball and therefor would you care to elaborate on your statement please.

Quote:

Originally Posted by RichardCoulter

We have seen vast improvements through the excellent training given to staff, but, unfortunately, some still just don't get it.

Are you refering to VM in that Statement ?

joglynne · 26-09-2012, 09:51

I have also used the Live Chat option and the lady I spoke to was most helpful and sorted out my problem very quickly. I was also able to take a screen shot of her replies, not that I thought I might need to prove what she had advised but just because I could.

Shame it is not available all the time.

Retrovertigo · 26-09-2012, 10:17

Quote:

Originally Posted by BenMcr

The chat option is at www.virginmedia.com/contact and then under the Billing & Payment options - however it'll only appear when there is someone available to chat.

Have they changed how it works? As I'm almost positive it put me in a queue and I then waited my turn.

BenMcr · 26-09-2012, 11:26

Quote:

Originally Posted by Retrovertigo

Have they changed how it works? As I'm almost positive it put me in a queue and I then waited my turn.

What I mainly meant was it'll only appear when agents are physically there - there may well be a limited queue system built in.

---------- Post added at 10:26 ---------- Previous post was at 10:24 ----------

Quote:

Originally Posted by joglynne

Shame it is not available all the time.

It was introduced as a pilot to see how well it would work, so it's a small team that does it.

I'm sure if it's achieved what VM want then they'll look to expand it

RichardCoulter · 26-09-2012, 17:20

Edit Rob: Content deleted. If you are going to quote someone and intersperse with your own commentary, ensure that who said what is clearly attributed and understandable.

What do you think

Perhaps you can now put your wooden spoon away and we can now get back on topic?

Quote:

Originally Posted by BenMcr

What I mainly meant was it'll only appear when agents are physically there - there may well be a limited queue system built in.

---------- Post added at 10:26 ---------- Previous post was at 10:24 ----------

It was introduced as a pilot to see how well it would work, so it's a small team that does it.

I'm sure if it's achieved what VM want then they'll look to expand it

What a good idea, this will also help with accessibility for those with certain disabilities.

Sirius · 26-09-2012, 19:39

Quote:

Originally Posted by RichardCoulter

What do you think

Why have you added words to the quote that i did not say. Please have it removed

***********EDIT DONE************

RichardCoulter · 27-09-2012, 18:50

Mod Edit: If you're not that interested in an admin's action then please don't comment. If though you'd bothered to read the admin edit to your previous post it would have been clear as to what was being talked about. If you are then please take it to private with the mod/admin involved.

Quote:

Originally Posted by joglynne

I have also used the Live Chat option and the lady I spoke to was most helpful and sorted out my problem very quickly. I was also able to take a screen shot of her replies, not that I thought I might need to prove what she had advised but just because I could.

Shame it is not available all the time.

Trouble is, no-one thinks that they will need proof of what was said at the time until later on, if a problem comes up. I take lots of screenshots all the time for many and varied reasons.

**Paul** · 28-09-2012, 15:32

Quote:

Originally Posted by RichardCoulter

I take lots of screenshots all the time for many and varied reasons.

Yes, I bet you do - somehow that really doesnt surprise me at all.