Quote:
Originally Posted by BenMcr
It's not the NTCs call either. They are an administration team who process requests recieved by them. No request, no action.
I don't really care what you think of me. You, so far, have come across as what me and my collegues would describe as 'A Nightmare Customer'. You have ignored letters from Virgin, have tried to get agents to do stuff they are not authorised to do, and when they refused, tried to get their managers to do it (After getting them to drag one out of a meeting!)
There are strict rules on when a LPC can be applied. No discrection involved
Virgin do not offer compensation or GWG. They will credit for loss of service or specific charges (i.e. BT install fee) where appropriate.
Again, there are rules on where that can be done. It specifically CAN'T be done where the restriction is due to High Usage
Customer Relations have a specific set of bundles, just like the rest of the business. Some may offer a high service at the same price, in return for a new contract, just as some of the normal bundles do. They cannot and do not offer 'a free upgraded service'
All true, but that will only be done within company policy and procedure
The process is what the company has authorised agents to do. It is part of their job. If the agent that you spoke to that took the payment had treated it as such, rather than 'a guideline' it likely that the restriction lift would have been requested much sooner.
Yes they can, but if the correct policy has not been followed and no previous request has been sent them, they usually won't. Specifically this is to stop people phoning/e-mailing them asking them to do it 'just this once'. Times that across the number of agents and customer Virgin have and 'just this once' becomes a lot of times!
I am sorry if I come across as uncaring or pedantic (or anything else), and I really do appreciate the sitaution, but you did yourself absolutely no favours at all by trying to 'know' what Virgin could do for you.
Telling people how to do their jobs is never going to help things go smoothly!
Oh, and see how everyone now knows the situation without the need of the recorded calls on Youtube?
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Im not going to bother arguing or talking about this any further with you as your wasting my time and making your self sound really inexperianced...
Your talking to a person who has liturally got off the phone no longer then 48hrs ago speaking with Managers who activily work for VM
People who I used to work with who are managers now and have been working with Virgin Media since it was known as Midland Communitcations and Telewest Communications back in 1996/97.
Who are still working there and do the job on a day to day basis and familiar with all changes and still advised me staff could have done this, if not trained a TM could have done the removal of the call baring due to a family emergency (PLEASE NOTE there was no arrears and no high usage at the time of asking for this as payments for high usage had been cleared)
For those usure of high usage, it is when a persons bill climbs to a high amount to the usual in the last 6 months.
My Bills was normally about £60.00 and this was looking at £280.00/£290.00.
That amount was not yet billed to me but High Usage get involved to try prevent fraud, such as ....
1) Residential lines being usage for Business purposes
2) Neighbour tapping into your line and getting free calls at the bill payers expense
3) Bill Payer fleeing without paying
4) Relative or Lodger using the customers phone without their permission
5) Bill payer unaware of how high their next bill may be.
I offered to pay the amoutns on the 22nd of August and the bill wasnt due until the 4th of September. and paid 200% of their required amount of £100.00-£125.00 (I paid £250.00), 7 days on it was still restricted.
Because this person I can only describe as a retard insists his right when I have had this confirmed by enough people, that I was right they could have called NTC and had it removed, I know I was right regardless of how long ago I left.
I had been speaking with the agents calmly until they refused point black to remove the call baring at a time of need sooner than the 24hrs when they had the potential to remove it faster, to me this was due to face value and not liking having to be advised on how it can be done. thats not my issue thats theirs, my issue was the person who is close to me needing emotional support (which is not up for discussion as im sure alot can appreciate)
The person above who I believe works for Credit services probably in Birminghams Mailbox judging by how he seems to be fosuing his whole argument around the credit services element is failing to remember there is a quarter of a year problems with the broadband service at the time of the call to credit services in place and that they wasnt helping matters on a customers point of view.
Credit services have admitted they could have done more and is on recording
Customer Relations have agreed they was in the wrong for failing to call NTC when they could have
Customer Care have agreed the service received was terrible both on the broadband and credit services level / High Usage
Yet I get a few who think they are top dogs at what they do when there just doing the standard protocols and procedures only, it is the experianced staff members who are familiar with doing the extras, this is why when I was told they arent trained on how to do something I asked for a TM calmly who I could explain the situation and have done as its not the agents fault they dont know the whole systems and how it works.
So when he calls me "A nightmare customer", does that not reflect he would be one of the people who are inexpericed when you ahve some one who has told me its still the place with 10-15yrs experiance working there.
Kinda makes him look foolish.
The matter is being dealt with by NCLC who are the last port of action where a complaint goes to (Basically to customers it can be seing as Head Office) and is currently being investigated as to why people failed me.
The complaint by rights should have gone to Ofcom 28days after it origianlly started in April but I gave them chance after change to resolve it, yet im a nightmare customer
When I called to complain i was always calm with the agents with exception to the day i needed to make an emergency call as I knwo what its like to be sitting there hearing a complaint.
Several agents have agreed with the info I have supplied both friends and non friends there at Virgin Media
His attitude reads loud and clear....
in a previous post quoting my signiture...
"Ex telewest staff member 2003-2007" to which I left at my own accord not due to Virgn Media but better pay elsewhere, the signiture is there as there are some posts on here which I helped people out, but to help people stop sending me PMs etc I added this note on my footer so people now know I cant currently help with peoples questions like I used to be able to.
followed by seing me as an ex-staff member who thinks he knows it all.
and finally not capable of taking in something and maybe learning from it instead seing it as someone trying to tell him how to do his job
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