People affected by modem ready light going off, post here! - Page 6

pointy shadow · 04-11-2009, 17:47

Quote:

Originally Posted by markovts

my problem is now fixed - well at least for the moment. it'll probably start to keel over again later tonight

Lucky you!

Current hold time - 27m 45s

Ignitionnet · 04-11-2009, 17:50

Quote:

Originally Posted by Welshchris

because my contract isnt up till end of dec...

Given VM have told you in the past they aren't gong to support you any further and you're free to go I doubt they'd apply any early termination fees, you also set a 'deadline' to Virgin of end of October to fix the issues or you'd go elsewhere.

I totally appreciate the frustration but it doesn't really do you any favours to be posting on here slagging off the people who are supposed to be helping you in between making threats of legal action and leaving on the newsgroups which you don't follow up on. A lot more VM employees read this forum than post in it as I have found out myself on more than one occasion

Welshchris · 04-11-2009, 18:01

I will post where and when i want with my opinions, they know my opinions very clearly as ive stated it enough to their head office.

04-11-2009, 18:07

Quote:

Originally Posted by Broadbandings

Given VM have told you in the past they aren't gong to support you any further and you're free to go I doubt they'd apply any early termination fees, you also set a 'deadline' to Virgin of end of October to fix the issues or you'd go elsewhere.

I totally appreciate the frustration but it doesn't really do you any favours to be posting on here slagging off the people who are supposed to be helping you in between making threats of legal action and leaving on the newsgroups which you don't follow up on. A lot more VM employees read this forum than post in it as I have found out myself on more than one occasion

You do realise that this obession with following Chris around is unhealthy dont you? on here, the newsgroups and thinkbroadband and you do realise chris is in a relationship so it will only end in heart ache for you :-)

Chris dad is still waiting to hear from the CEO office apparently the person dealing with these problems in Swansea has gone off sick.

Ignitionnet · 04-11-2009, 18:16

Quote:

Originally Posted by Welshchris

I will post where and when i want with my opinions, they know my opinions very clearly as ive stated it enough to their head office.

Of course, point was more with the other things I mentioned and your previous comments why you are still with this company and haven't given your 30 days notice that's all.

You're free to give your opinion it's hardly going to motivate people to assist you however when you're telling them they're incompetent.

caph · 04-11-2009, 18:19

Quote:

Originally Posted by Chris

Mags, I think the assumption is based on customers whose only experience of VM CS is speaking to India ... many more of the people that come through to your extension are going to be almost pitifully thankful just to be speaking to someone who is empowered to deal with the issue rather than merely categorise and close it down.

Chris, that is so very, very true. I would pay to speak to UK support even if Indian support remained free. The difference in competence levels is staggering.

Ignitionnet · 04-11-2009, 18:20

Quote:

Originally Posted by chris26engwales

You do realise that this obession with following Chris around is unhealthy dont you? on here, the newsgroups and thinkbroadband and you do realise chris is in a relationship so it will only end in heart ache for you :-)

You do realise your obsession with complaining about me in public and/or private whenever you feel I've impinged on Chris isn't healthy. He's not far off 30 and I'm sure he can stick up for himself.

Makes me wonder if you're jealous or something, either way he knows where the report post button is, and I presume a solicitor's address / phone number if he wishes to carry out his threat to prosecute me for 'harassment' for answering his copy/pasted posts. If he can post the same stuff in multiple places I can answer the same, either way don't flatter yourself or him with the idea he gets special attention, if he posts on http://www.broadbandreports.com or some other forums he'll get the same responses because I post there too.

Peter_ · 04-11-2009, 18:31

Quote:

Originally Posted by markovts

rob - the 0845 number i posted was the general landline number to contact virgin media, and option 2 is for technical support. I was posting this with a hint of sarcasm as the "technical support" agent i spoke to told me this was his direct number, when quite obviously it wasn't.

I have posted this below enough times for everyone to know it by now

Tech Support is open 24/7 on 151 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

Quote:

Originally Posted by markovts

I can appreciate they work to a script, but when thats all they can rely on and have no other technical knowledge/know how/experience on actually using the service, it's pointless asking them to help because you end up being the one explaining to them how the service works. I actually had one guy telling me i wouldn't be able to connect to my wireless router if my modem wasn't plugged in.....show you what we're up against.

As previously said by Mags we in the UK call centres do not work from a script as the are to many variables involved when running diagnostics, plus we use our own knowledge and skill in our job everyday, and some of us actually post on forums as well.

This thread has become a must read as it has been hijacked by Welshchris from Hazankos original subject and the ongoing thread makes me laugh every time I read it..

I know you have issues Welshchris so this is not in anyway getting at you.

Welshchris · 04-11-2009, 18:49

is it me or has this thread kind of gone off subject from one of people posting on it if they have the same issue to one of trying to score points?

Ignitionnet · 04-11-2009, 18:57

It was never about people posting with the same issue, it started off asking about anyone who got disconnected (when ready light goes off you're offline) and went off on a tangent about how people who lose their connection to the public internet don't have a public IP address anymore.

markovts · 04-11-2009, 19:13

Quote:

Originally Posted by Moldova

I have posted this below enough times for everyone to know it by now

Tech Support is open 24/7 on 151 from your Virgin Media Phone. It's absolutely free.

Or call 0845 454 1111 from any other phone line.

As previously said by Mags we in the UK call centres do not work from a script as the are to many variables involved when running diagnostics, plus we use our own knowledge and skill in our job everyday, and some of us actually post on forums as well.

i completely agree with you, and thats why i haven't slated the uk call centres.

those numbers posted above are completely useless to me though, as it takes me to people who are not based in the uk, and are the complete opposite from the UK based guys in terms of knowledge and skills. they don't use they're own knowledge (because they've never used the uk based service in their life) and they're only skill is to frustrate paying customers by their inability to understand a technical issue.

i'm not saying it's they're fault - it's virgin media's fault for relying on such people outside the uk who have proven time and time again that their knowledge and expertise is almost non-existent unless what the customer is calling about is on their screen. there's no thinking outside the box with the non-uk based contact centres.

is there a number for getting through to someone in the uk based technical support area's?

P.S i am not racist in anyway at all, and if the service provided by contact centre's outside the uk was better, i'd be happy with it no matter which country it was in, but the fact is it's not.

Peter_ · 04-11-2009, 19:18

Quote:

Originally Posted by markovts

is there a number for getting through to someone in the uk based technical support area's?

You have to join the call tree and take whoever answers.

We do have some good offshore agents and a couple used to post here.

pointy shadow · 04-11-2009, 20:05

Well, it appears that my case has been escelated to the "IT Department" as the guy said tonight that there was a block on my internet and they couldnt lift it. I asked to get put through to the IT Dept but he said that they cant directly transfer calls through.

Moldova - I am assuming that you are a Virgin Media employee. Mark and myselfs problem is that the people from contact centres abroad employed by Virgin do not want to go any further than what is laid out in front of them. When I told the guy tonight that I was connected to my modem and viewing the log files he said that wasn't possible. This is just one example of the level of knowledge of the foreign agents and I do feel that if I were given the chance to speak to someone in the UK they would be able to understand my own problem. If you use the actual hardware yourself it is obvious that you will have more of a technical understanding of the product.

Any chance of helping me out please? It is frustrating to say the least having to go without services due to them being turned off by Virgin. If they could even turn them on till the engineer visits on Saturday it would still give me a chance of getting connected again.

Ignitionnet · 04-11-2009, 20:10

IT are an internal department pointy but they should be able to sort it.

Kursk · 04-11-2009, 20:13

I can never understand why the likes of Chris and Moldova come under fire. Chris isn't afraid to stick his head above the parapet and say it the way it is (he rightly did it in the infamous Phorm thread a while back) and Moldova posts invariably to assist. Really, CF is a great resource and winding up the guys who are hosting or helping makes no sense at all. The internet plays up; we all know that. But the people here will help if they can, and in my experience, so will VM. Perhaps biting the hand that feeds you is not so clever?