Poor service from Virgin - Page 2

Peter_ · 28-08-2012, 19:30

Quote:

Originally Posted by Ken W

Service Status page will not show a problem until they have a certain number of users log ther problems.

It requires a minimum of at least five callers with booked engineers before it is deemed a fault by outage, now high utilisation faults are down to how competent the 1st line agent you are talking to is in the first place because they have to see the fault and the issue then has to be raised via 2nd line and the present incumbents in Swansea do not instil any confidence in me.

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Quote:

Originally Posted by General Maximus

wrong, the service status page will only show ticket references for logged faults. It had got nothing to do with the number of users which ring up. It is somebody at VM logging a fault their end.

Ken W · 28-08-2012, 20:25

[QUOTE=Peter_;35468236]It requires a minimum of at least five callers with booked engineers before it is deemed a fault by outage, now high utilisation faults are down to how competent the 1st line agent you are talking to is in the first place because they have to see the fault and the issue then has to be raised via 2nd line and the present incumbents in Swansea do not instil any confidence in me.

---------- Post added at 20:30 ---------- Previous post was at 20:30 ----------

[/QUOTE

This was last year when I phoned the problem in and I spoke to an India call center who said no problems with the network it must be a fault on my PC, this was in the afternoon, I checked out my pc which was all ok so I called soon after 8 am the next day and got a UK call center who did some checkes on the network and he said there was a network fault.

Later that day I got a call from Virgin Media who said they had trace the problem and it should be ok which it was.

General Maximus · 28-08-2012, 20:57

India or not, I hate waste of space call centres. It is one thing having a help desk to log calls and take down details and there is another thing having an alleged tech support department. They should be given access to basic network management tools so they can look at stuff like that so they can at least see the utilisation on the UBR when customers complain their connection is slow and if it is ok, then look at the power levels on the modem etc etc and all that other stuff. It would be awesome if they worked to a first time resolution philosophy.

Peter_ · 29-08-2012, 06:16

Quote:

Originally Posted by General Maximus

India or not, I hate waste of space call centres. It is one thing having a help desk to log calls and take down details and there is another thing having an alleged tech support department. They should be given access to basic network management tools so they can look at stuff like that so they can at least see the utilisation on the UBR when customers complain their connection is slow and if it is ok, then look at the power levels on the modem etc etc and all that other stuff. It would be awesome if they worked to a first time resolution philosophy.

They have all of the tools required but fail to use them, I had 3 different tools that gave me more than adequate information so that I could call 2nd line and report any issue and in many instances my diagnostics were sufficient to get the issue raised.

kwikbreaks · 29-08-2012, 07:44

Quote:

Originally Posted by Peter_

They have all of the tools required but fail to use them..

Have they had any proper training followed up by practical testing in their use though? Tools without proper understanding of how to use them are useless.

General Maximus · 29-08-2012, 08:00

ya, it is like putting a Cisco cli in front of someone and asking them to configure a router and sshing to the other routers and switches to find out what is going on

qasdfdsaq · 29-08-2012, 09:40

Quote:

Originally Posted by General Maximus

ya, it is like putting a Cisco cli in front of someone and asking them to configure a router and sshing to the other routers and switches to find out what is going on

Eh?

General Maximus · 29-08-2012, 13:23

I was trying to think of a good analogy for kwik. The cli is quite intuitive if you know what you are doing but if someone put it in front of you without any training you wouldnt have a clue

qasdfdsaq · 29-08-2012, 18:06

But there's a GUI

General Maximus · 29-08-2012, 18:23

i know but using the cli makes me feel clever and like I actually know something

Peter_ · 29-08-2012, 18:24

Quote:

Originally Posted by kwikbreaks

Have they had any proper training followed up by practical testing in their use though? Tools without proper understanding of how to use them are useless.

They would have the same training as any other agent plus an academy with floorwalkers while they got to grips with the online tools.

They do appear to very scripted though which does not work as I did 3 month a trial for a workflow tool which failed dismally which I christened the fool tool as only a fool would follow the flow, it was beyond words I could post here without being banned.

General Maximus · 29-08-2012, 18:35

Quote:

Originally Posted by Peter_

They would have the same training as any other agent plus an academy with floorwalkers while they got to grips with the online tools

so why dont they use and why are all them useless. I dread the once-a-year phone call I have to make when my connection goes down because I know it is going to be a pointless conversation where I am told a load of bs

Peter_ · 29-08-2012, 19:04

Quote:

Originally Posted by General Maximus

so why dont they use and why are all them useless. I dread the once-a-year phone call I have to make when my connection goes down because I know it is going to be a pointless conversation where I am told a load of bs

It is down to cost and when they were in consultation over closing the Albert Dock Sheila Burgess stated that they can never see a time that they will not need offshore, funny that Santander brought all call centres back from India as have many other companies.

We all know the reason why that is happening and it is because customers hate them and a feeling of dread envelopes you when you hear that accent.

General Maximus · 29-08-2012, 19:37

Quote:

Originally Posted by Peter_

It is down to cost

costs are irrelevant because you said they get the same training as every other agent and they go to an academy. If their training is that thorough they should know what they are talking about and be able to do the job VM want them to do

Peter_ · 29-08-2012, 19:44

Quote:

Originally Posted by General Maximus

costs are irrelevant because you said they get the same training as every other agent and they go to an academy. If their training is that thorough they should know what they are talking about and be able to do the job VM want them to do

If they appear scripted and only want to help the company rather than the customer somehow cost is a major player.

I tried the Iknow tool ( agent flow tool ) and found it was only for fools as it did not work, example if a ready light was flashing it asked if the customer was wireless and tried to get you to fix the wifi, sound familiar? it was junked for UK agents but appears to be used elsewhere.