VOD Customer Services Clueless

Tricky Trevor · 06-08-2021, 09:14

A few days ago, I renewed my Ultimate Omph package for the next 18 months.
I pointed out to the agent that I read on the Virgin Community forum that anyone who renews gets the Sky Entertainment and Cinema UHD added to their account for free rather than paying £6 a month.

As I expected, the female agent had never heard of Sky Enertainment and Cinema UHD so I explained that it is on demand. She told me to contact someone else from Virgin so I went on chat and was told to ring up although the agent confirmed that it is indeed free for Ultimate Omph renewals are classed as a 'new customer'. The guy on chat said that it's not possible to activate it so I need to ring up again.

I got through to someone in India and I explaind everything who also had not heard about Sky Entertainment and Sky Cinema UHD. He put me on hold for 20 minutes presumbly to ask around and came back to tell me that it will take 48 hours for the package to come through.

Guess what? I still have the padlocks on the movies and I'm being asked to subscribe still. I can't help but feel that these agents have been working me from behind.

jfman · 06-08-2021, 09:16

Do you need a modem swap?

When I “upgraded” from Oomph to new Oomph with Gig1 the UHD only came on after I’d had the modem delivered and swapped.

Tricky Trevor · 06-08-2021, 09:22

No, as far as I know,Gig 1 is still not available in Nottingham. The agent confirmed that my internet will still be 600mbt

**Hugh** · 06-08-2021, 09:27

Try the VM forum - the staff on there are very helpful, and resolved my issue.

Tricky Trevor · 06-08-2021, 10:52

I read on there a few days ago that they have no access to accounts and that they advise people to ring up.

ScottishSteve · 06-08-2021, 10:58

Phone and go through to cancellations they are usually happy to help.

**Hugh** · 06-08-2021, 12:42

Quote:

Originally Posted by Hugh

Try the VM forum - the staff on there are very helpful, and resolved my issue.

Quote:

Originally Posted by Tricky Trevor

I read on there a few days ago that they have no access to accounts and that they advise people to ring up.

A member of staff had access to my account, and sorted it (as they've done for quite a few people).

pip08456 · 06-08-2021, 12:49

I can confirm what Hugh is saying.

djs9750 · 06-08-2021, 14:07

I called yesterday after the live chat said they could not help and the text service gave me totally random information. I was enquiring about TV360 and the text service agent told me I could only update 1 box at a time and wouldn't believe me when I said if he updated 1 box that the others would not work . The agent when I called up said she could not find any information about TV360, and asked me where I had heard about it. Eh, numerous TV adverts and it is all over your website. After about another minute the call was cut off.
I called back to retentions and after explaining what I was after the agent transferred me to a colleague who was able to process my request in about two minutes. And he was able to cancel the charges which were showing and no change to my current discounted contract, result.
Seems the only way now to get anywhere is to start off with retentions.

Tricky Trevor · 06-08-2021, 14:32

Well, I rang again and got through to India again and this guy didn't have a clue about the Sky UHD on demand services either. How on earth are people from thousands of miles away supposed to understand a tv system that they themselves cannot recieve in their homes?

He transfered me to 'Customer Relations' and I spoke to a lovely Scottish lass who sorted it all out in 5 minutes. After activating it, she told me to reboot my 360 box and it was done. She also suprised me by telling me that not only have I got it for free, she has given me a £1 a month discount off my account...every little helps!

Thank you to all of you who have replied to this post. Very much appreciated.

RichardCoulter · 06-08-2021, 15:26

Yup, those offshore call centre staff are a complete waste of time. Still, they're cheap and that's why Virgin use them.

RobboEdin · 06-08-2021, 15:27

Quote:

Originally Posted by RichardCoulter

Yup, those offshore call centre staff are a complete waste of time. Still, they're cheap and that's why Virgin use them.

OMG

**Paul** · 06-08-2021, 15:30

Quote:

Originally Posted by RichardCoulter

Yup, those offshore call centre staff are a complete waste of time. Still, they're cheap and that's why Virgin use them.

Not very cheap if everyone has to ring back to get someone in the UK to fix it.

Maybe the merger with O2 will kill them off, we can always hope ...

RichardCoulter · 07-08-2021, 03:26

Quote:

Originally Posted by Paul

Not very cheap if everyone has to ring back to get someone in the UK to fix it.

Maybe the merger with O2 will kill them off, we can always hope ...

By the time they also factor in lost customers who can't be doing with them, failed upgrades that people were trying to order and the time that UK staff have to spend to undo the mess that they create (UK staff actually told me this after they messed up my account with a Sky Cinema promotion) you're spot on Paul.

Does anyone know if O2 use UK call centres? This might give us some indication of what to expect.