WOW! Indian Virgin Technical Support are terrible! (and FTP access)

[mikeym]

Hi all

Just thought I'd ask here to see if anyone could help me out or send me in the right direction, and to bemoan the virgin tech support in India.

I've got a bit of a problem with my Webspace. I can log on to it using FTP but for some reason I don't have access rights to my own space - even just telling it to make a new folder dies, so I thought I'd phone virgin technical support.

Got through and after 10 mins of automated nonsense and the electronic woman telling me to turn my modem off then on again I got through to broadband support in India. They told me they weren't technical support so passed me across to technical support (still in India).

So I explained that I could log onto my webspace using FTP but I couldn't make any changes.

He said, "You can't access the internet?"

"No, I can't upload to my webspace."

"You can't read your email?"

"No, my webspace."

"Sorry, could you explain what this webspace is?"

"Space on the web; part of your service."

"I don't know what that is."

"Could you please transfer me to someone who would know what I'm talking about?"

Beeep...

Total call time 25 mins, progress 0.

Any comments welcome, especially if they will help me actually resolve my problem - a UK technical support number would be nice

Anyway have a nice day.

[Ben B]

,

It's a permission denied error it sounds like which is unfortunately quite common and needs to be raised with IT in order to get it fixed. If you aren't getting anywhere with Technical Support over the phone then post your issue on the official VM Forum and the team on there can get it sorted out for you http://community.virginmedia.com/t5/...bd-p/Web_Space

Ben

[mikeym]

Thank you!

Simple wasn't it.

[Andrewcrawford23]

Originally Posted by mikeym

Thank you!

Simple wasn't it.

just hng up and redial next time i think you will get the offshore call centres it might not be india 1 in 4 times. make sure they get yoru email added so you willg et a survey then jsut leave notes abotu your experaince witht eh off shore centres onyl if people complain neough will it improve unlikely ot go

[izools]

Why do they employ these Indian phone monkeys? Why don't they save themselves a few bob and just pop their script into a "help guide" in the box with the modem / router?

I'd much rather have fewer British staff and have to wait longer to get through to someone who knew what they're doing... Ah well.

"Webspacings? No sorry sir, we do internets and broadbandings. Super fast, very nice, you like"

[No. 10]

Originally Posted by izools

Why do they employ these Indian phone monkeys? Why don't they save themselves a few bob and just pop their script into a "help guide" in the box with the modem / router?

I'd much rather have fewer British staff and have to wait longer to get through to someone who knew what they're doing... Ah well.

"Webspacings? No sorry sir, we do internets and broadbandings. Super fast, very nice, you like"

maybe not the best way to talk about it, but agreed. With a corp the size of VM, surely we could have uk based call centres 24/7, o2 can do it...!!!!!

[Peter_]

We offer very little support to Webspace as most of it is out of our Support Scope but you can find a lot of help in the Customer Knowledge Base just click on Broadband & Internet choosing Cable or National and scroll down to the bottom and click All Webspace Help.

Here is the LINK.

[Arthurgray50@blu]

Well maybe if VM can pull there finger out of the backside and get rid of these Indian call centres, then customers would be much happier.

I have dealt with with these Indian call centres, and they couldn't understand what l was talking about, they wouldn't help me, they even told me to cancel my deal and make a new one. Absolutely pathetic.

[REM]

[Neil22]

Originally Posted by mikeym

Hi all

Just thought I'd ask here to see if anyone could help me out or send me in the right direction, and to bemoan the virgin tech support in India.

I've got a bit of a problem with my Webspace. I can log on to it using FTP but for some reason I don't have access rights to my own space - even just telling it to make a new folder dies, so I thought I'd phone virgin technical support.

Got through and after 10 mins of automated nonsense and the electronic woman telling me to turn my modem off then on again I got through to broadband support in India. They told me they weren't technical support so passed me across to technical support (still in India).

So I explained that I could log onto my webspace using FTP but I couldn't make any changes.

He said, "You can't access the internet?"

"No, I can't upload to my webspace."

"You can't read your email?"

"No, my webspace."

"Sorry, could you explain what this webspace is?"

"Space on the web; part of your service."

"I don't know what that is."

"Could you please transfer me to someone who would know what I'm talking about?"

Beeep...

Total call time 25 mins, progress 0.

Any comments welcome, especially if they will help me actually resolve my problem - a UK technical support number would be nice

Anyway have a nice day.

When I phone up and hear an Indian accent I ask them to be put through to the UK.

[Peter_]

Originally Posted by Neil22

When I phone up and hear an Indian accent I ask them to be put through to the UK.

As they just click transfer you are placed into the same queue with an equal chance of UK or Offshore, so just playing roulette.

[Neil22]

Originally Posted by Masque

As they just click transfer you are placed into the same queue with an equal chance of UK or Offshore, so just playing roulette.

Did it yesterday and got through to India. The first thing I asked was can I be put through to a UK rep please? 1 minute later I was speaking to a UK call centre.

---------- Post added at 07:57 ---------- Previous post was at 07:53 ----------

Originally Posted by No. 10

maybe not the best way to talk about it, but agreed. With a corp the size of VM, surely we could have uk based call centres 24/7, o2 can do it...!!!!!

Nice to see some of the other companies are bringing their call centers back to the UK. BT have been one of them who have come back to the UK after having problems with Indian call centers. VM should do the same IMO, Indian call centers have no idea of the UK network.

[Chrysalis]

I agree, better to wait and get a uk rep than call a india rep find he not up to job and have to ring back anyway.

Its called failure demand, where a customer has to come back when there is a failure of service, a cost often ignored by companies until it gets very severe.

[Mags1892]

Well I have just come ff the phone after a 37 minute call, 20 mins of that was on HOLD!!!!

Service is diabolical , since they went to google mail the server ept my mail and i wanted to delete it.

The person in india has about as much technical nous as my 6 yr old, infact no im wrong I apologise to my 6 yr old , he knows a lot more.

They asked me to put the option for leaving a copy of the mail on the server ON.... I said No thats not what I want , I wish for it to be deleted Immediatly I download - start a debate on the fact this is not possible lol.

I reassure her it is indeed possible and infact STANDARD.... but eventually I manage to get into my webmail service settings which I have not checked since they went to google mail and sort it myself.

Not only is it dificult to understand the Kings english accent they speak with (no fault of theirs by the way), but please employ people who know one end of a mouse from the other!!!.

Ill be closing my account soon and moving back to whomever has english call centres, after 15 years a customer.

[Ear]

Originally Posted by Mags1892

Well I have just come ff the phone after a 37 minute call, 20 mins of that was on HOLD!!!!

Service is diabolical , since they went to google mail the server ept my mail and i wanted to delete it.

The person in india has about as much technical nous as my 6 yr old, infact no im wrong I apologise to my 6 yr old , he knows a lot more.

They asked me to put the option for leaving a copy of the mail on the server ON.... I said No thats not what I want , I wish for it to be deleted Immediatly I download - start a debate on the fact this is not possible lol.

I reassure her it is indeed possible and infact STANDARD.... but eventually I manage to get into my webmail service settings which I have not checked since they went to google mail and sort it myself.

Not only is it dificult to understand the Kings english accent they speak with (no fault of theirs by the way), but please employ people who know one end of a mouse from the other!!!.

Ill be closing my account soon and moving back to whomever has english call centres, after 15 years a customer.

How you can criticise anyone elses english/technical knowledge when your own post explaining the issue makes barely any sense I don't know.

Hello you're through to virgin media, How can I help?
I wish for it to be deleted immediately I download. The server ept my mail.
Err... sorry... this is an english speaking call center. Can you repeat that in english?

I find the average UK employee have about the same technical knowledge as their counterpart in India. I only like dealing with the UK employees who are on either the forum/twitter. They are normally the best of the bunch and will not bull-**** you.