Free Tech Support Is Back

[moaningmags]

Yay, I might stop saying "Good evening your thru to virgin media technical support speaking to me, calls are 25ppm and 10p to connect mobiles and other networks may vary how can i help" in my sleep. hubby says it's driving him nuts.
On the other hand I'll now get calls with people demanding I fix their Norton or their hoover or some other such stuff.

[brundles]

TBH, although it's off putting having to dial the premium number in the first place, my issue was more the CS side of the use of that. i.e. They wouldn't refund the true cost of the call, only what it would be if you were paying them for a phone line. Not to mention when they screwed it up and actually put it on the bill as a charge instead of a credit!

One thing about this - didn't they make a bunch of people redundant claiming fewer calls required fewer staff? Assuming that went through, I feel really sorry for those left now they're changing this back again.

[lostandconfused]

Originally Posted by brundles

One thing about this - didn't they make a bunch of people redundant claiming fewer calls required fewer staff? Assuming that went through, I feel really sorry for those left now they're changing this back again.

yes, they made a load of people redundant and then less than 3 months later started recruiting loads more staff. I think they did offer them their jobs back, but after 3 months most would have already found another job. Still, bad form IMO

[Zee]

Originally Posted by Stuart C

They do. I know a few ex-VM support people (mainly Marge), and apparently they get queries ranging from geniune problems with the service, through complaints about content (both DTV and broadband) and even a few problems with other random household devices.

Also, there's the old "Oh, they work for the same organisation, I'll call them" syndrome. A friend works in the road safety department of a major county council. She frequently gets calls from council house tenants complaining that their toilets are blocked (amongst other things). I do Tech support at a Uni. I don't usually do phone support, but I get phone calls with queries ranging from computer queries through to problems getting exam results, problems with the Student Loans company and even queries as to which lecturers are in (bit difficult for me to answer that one: I only see lecturers if they have a session booked in one of our labs).

lol

am gona call in sometime asking why my toilet is blocked and if someone could send tech support over to help am gona sound really clueless too

[Welshchris]

Originally Posted by lostandconfused

because they are calling about things which are not supported. And thats a lot of calls.

From experience i dont think VM know what they support or not. I remember back a few years ago on their website when it was NTL it said that they recommended Norton Antivirus\Internet security for all your security needs etc etc and underneath in small text it said that any problems with configuration to contact Tech support. I started having problems where the firewall section of the internet security was blocking emails and i couldnt get it to configure properly so i rang tech support, first off they said that they didnt support or reccomend Norton products and i said well take a look at ur own website and secondly they said that what was meant by contact tech support is if a problem was with net connection, but it clearly stated under the norton product if the problem was with that configuration.

theres mixed views here but I throught people was soo ****ed at tsc been chargeable

[lostandconfused]

Originally Posted by Welshchris

From experience i dont think VM know what they support or not. I remember back a few years ago on their website when it was NTL it said that they recommended Norton Antivirus\Internet security for all your security needs etc etc and underneath in small text it said that any problems with configuration to contact Tech support. I started having problems where the firewall section of the internet security was blocking emails and i couldnt get it to configure properly so i rang tech support, first off they said that they didnt support or reccomend Norton products and i said well take a look at ur own website and secondly they said that what was meant by contact tech support is if a problem was with net connection, but it clearly stated under the norton product if the problem was with that configuration.

That may well have been the case, i wasnt in tech support when it was ntl, i was CS then. But the boundaries of support are quite clear now. Most agents will offer advice if they can from their own experience, but VM only support their own equipment or software. Anything else would have to be supported by the manufacturer or seller

its common sense really u wouldnt ring vodafone for help with vm broadband

[slowcoach]

Let's hope the next step is to cut the cable leading to India.

[esdxc37]

Originally Posted by darthlinux

its common sense really u wouldnt ring vodafone for help with vm broadband

some customers would

Originally Posted by esdxc37

some customers would

How true lol

[huyi]

it makes no difference to me as i will still have to call from a phonebox if i have a problem with my broadband, so it will be just as expensive, no way am i calling from my mobile phone!

[ceedee]

Originally Posted by esdxc37

some customers would

From what I hear of folks' experience with the offshore call centre, you'd sometimes get better advice from Vodafone...

Originally Posted by huyi

it makes no difference to me as i will still have to call from a phonebox if i have a problem with my broadband, so it will be just as expensive, no way am i calling from my mobile phone!

simple soulation get a phone line installed and its free and u might even get a really good deal

[Florence]

Well the last few times I had to call VM tech support they agreed the call charges woud be refunded yet I had to call to get the refunds after the bill arrived.

Recent connection or bloomers from VM causing issues like internet denied even though I was paid uptodate, sometraffic working yet nothing working through 80..

Well countdown to ADSL is now active I refuse to con-phorm with the new