Is it possible to get an authoritative answer from VM about caller display?

Theodoric · 07-09-2009, 19:07

I decided today to try the VM customer services and ask yet again about the availability of caller display in my area, Bromley. I was not surprised to be told, no. What is more interesting is what followed. When I asked when it would be available, the person said he did not know. When I pressed on this he explained that VM did not tell customer service these sorts of things. When I expressed surprise at this and asked if there was anyone in VM that i could discuss the matter with I was told that he did not know of anyone. When I pressed even further (politely, I might add) he suggested contacting VM headquarters. Without any useful name to contact this, of course, was a total cop out. At this point I gave up in disgust.

Now, over the years, a couple of points have become crystal clear to me.

Firstly, from posts on this forum, it would seem that I am unlikely to ever get caller display.

Secondly, as a result over the years of speaking to ntl and VM customer services, it is quite clear that VM have a deliberate policy of not allowing their customer services staff to provide any information, beyond current availability, about caller display, which I must say shows a pretty disgraceful attitude of VM to their customers. If VM do not intend to provide customer display in any particular area why are they afraid to say so?

So, the question is, as customer services are not allowed to discuss the issue, is there any specific department in VM that I could write to and ask for an authoritative statement on whether I am ever likely, with any available timescale, to have caller display in my area and if not, why not?

BenMcr · 08-09-2009, 10:31

Quote:

Secondly, as a result over the years of speaking to ntl and VM customer services, it is quite clear that VM have a deliberate policy of not allowing their customer services staff to provide any information, beyond current availability, about caller display, which I must say shows a pretty disgraceful attitude of VM to their customers. If VM do not intend to provide customer display in any particular area why are they afraid to say so?

They have said so, and it's 'No'. Seems clear enough to me

Customer Services are there to deal with existing products, not to speculate on future services. So if you want something they can say 'yes' or 'no' and that's it. It's the same with any other company.

Quote:

So, the question is, as customer services are not allowed to discuss the issue, is there any specific department in VM that I could write to and ask for an authoritative statement on whether I am ever likely, with any available timescale, to have caller display in my area and if not, why not?

I would say personally, if you can't get Caller Display now, you are not going to get Caller Display.

As to why, I would expect the cost of upgrading the hardware to support it in those areas that don't have it is more than the money Virgin would get back from doing so.

If Virgin decide to replace their phone network at some point in the future it may well change, but until then it's 'No'

Theodoric · 08-09-2009, 13:57

Customer Services are there to deal with existing products, not to speculate on future services. So if you want something they can say 'yes' or 'no' and that's it. It's the same with any other company.

Unless VM have removed it, CLI is an existing product, not a future one. Asking when it might become available in my area is a perfectly reasonable request and deserves an answer from VM. And I'm not asking for customer services to speculate, I am asking for VM to be honest and above board and say whether or not CLI is likely to become available in the future - if they do not have a fair idea about this then management is not doing its job properly.

As for saying that it is the same with any other company, that is simply ridiculous. If after going into a shop and being told that a particular item is not in stock and then, when I asked when it would be in stock, being told that they refuse to answer that question, which is exactly what VM are doing, I would never deal with them again. Unfortunately, because I'm quite happy with their cable broadband, it means that walking away from VM is rather more difficult.

BenMcr · 08-09-2009, 14:19

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Originally Posted by Theodoric

Unless VM have removed it, CLI is an existing product, not a future one.

Not where you live as it has never been introduced. So it is a future product

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Asking when it might become available in my area is a perfectly reasonable request and deserves an answer from VM.

That's understandable

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And I'm not asking for customer services to speculate,

Yes you are

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I am asking for VM to be honest and above board and say whether or not CLI is likely to become available in the future - if they do not have a fair idea about this then management is not doing its job properly.

As I've already said, the only chance you have of caller display is if/when Virgin replace the entire phone system.

Mr_Moo · 08-09-2009, 18:42

I would imagine a phone feature, such as caller display, isn't a great priority for any telecoms company.

Guy T · 09-09-2009, 08:09

Quote:

Originally Posted by BenMcr

I would say personally, if you can't get Caller Display now, you are not going to get Caller Display.

That line has been quoted for the last 4-5 years though, yet if you search through this forum you will find instances (not many) in the last 1-2 years where areas have suddenly gained this facility, so if some can magically acquire it - it is not unreasonable to expect all of them to be able to acquire it ( I know they have different equipment etc so some are easier than others)

I have called many times regarding this facility being available in Derby and the response always varies from within the next 6 months to never!

BenMcr · 09-09-2009, 09:35

As has been said if Customer Services do give you a date, then they are guessing as there is no plan to upgrade areas to support it

As for people being told they couldn't get it in the past and that now can I would say that is more likely down to more accurate information for Customer Services about where it is avaliable

prince_zeepress · 09-09-2009, 20:18

Quote:

Originally Posted by Mr_Moo

I would imagine a phone feature, such as caller display, isn't a great priority for any telecoms company.

At the end of the day VM are only going to invest in providing this feature if they think it's going to attract new customers, or at least not put off potential new customers and lose existing ones. People do have options; they can either switch to BT, or to using a VoIP service over their broadband (as I have done, mainly for cost, but features such as caller id are a nice bonus).

10-09-2009, 08:37

Quote:

Originally Posted by prince_zeepress

At the end of the day VM are only going to invest in providing this feature if they think it's going to attract new customers, or at least not put off potential new customers and lose existing ones. People do have options; they can either switch to BT, or to using a VoIP service over their broadband (as I have done, mainly for cost, but features such as caller id are a nice bonus).

Where would we be today if there were still stone wheels?

But to the OP, I would agree, you are entitled to an answer, and they,VM,Should give you that answer.
Having got that answer the next step is up to you, you say that you cannot move it's not that simple, I only take cable broadband from VM but my phone line is with BT, but now it seems by replies here that VM do not see caller display as a priority I know where I will be staying for the forthcoming future with regards my landline.
Why is Caller Display not a priority to VM?
I'm sure there are people who find it invaluable when they can see on the display the wording " witheld "
But as far as I see there are options, and one is going to a company that gives you caller display.

Angua · 10-09-2009, 08:42

With some modern home telephones if you have caller display as an option you can receive text messages. So it seems somewhat short-sighted to be so behind the technology.

sc00ter · 10-09-2009, 18:53

after looking at this thread i rang to chack if we can get C/D and was told yes and its for Â£2 a month

so looks ok for the install next week

sc00terx

cook1984 · 10-09-2009, 21:23

Don't fall for that sc00terx. They have told two of my friends in Portsmouth that they can have Caller Display, promptly started billing them Â£2/month for something BT provides for free, and then a few months later eventually realised that they can't provide it and had to do a refund.

injuneer · 11-09-2009, 17:42

Quote:

Originally Posted by cook1984

Don't fall for that sc00terx. They have told two of my friends in Portsmouth that they can have Caller Display, promptly started billing them Â£2/month for something BT provides for free, and then a few months later eventually realised that they can't provide it and had to do a refund.

BT charge Â£2.50 a month for caller display.

prince_zeepress · 12-09-2009, 11:55

Quote:

Originally Posted by injuneer

BT charge Â£2.50 a month for caller display.

BT now provide caller display free provided you make 2 chargable calls per month through BT. You also get free evening and weekend calls if you sign up for a 12 month renewable contract.

cook1984 · 12-09-2009, 18:31

Quote:

Originally Posted by injuneer

BT charge Â£2.50 a month for caller display.

It's free with the free BT Privacy Service. I pay nothing for it.