Signal Levels?

[kdouglas1987]

Contacted them early yesterday morning, offshore again. Same diagnostics were ran, signal is fine, software is affecting my service not my low signal. Damnit i knew i should never have installed that Anti-Virus software on my Samsung V-Box, now im in for a lifetime of pixelating. Havn't had the balls yet to contact retentions but i will. Even if it gets sorted, when the day comes that a proper company like BT or Sky aqquire access to the cable infastructure, ill be gone in a heartbeat. Same old NTL nothing changed, first rate concepts operated by second rate personell. They never learn. Thanks for the help guys and girls.

[gadge]

Originally Posted by kdouglas1987

Contacted them early yesterday morning, offshore again. Same diagnostics were ran, signal is fine, software is affecting my service not my low signal. Damnit i knew i should never have installed that Anti-Virus software on my Samsung V-Box, now im in for a lifetime of pixelating. Havn't had the balls yet to contact retentions but i will. Even if it gets sorted, when the day comes that a proper company like BT or Sky aqquire access to the cable infastructure, ill be gone in a heartbeat. Same old NTL nothing changed, first rate concepts operated by second rate personell. They never learn. Thanks for the help guys and girls.

Sky are worse mate we had a problem 2 months ago it took them a total of 14 days to sort out should have heard some of the tales they told me one agent tried to blame our ceiling fans in the living room.The problems returned again told them too shove their broadband where the sun doesnt shine.

[pip08456]

It does not take balls to ring in, select the thinking of leaving us option and telling them you are thinking of leaving.

When you have told them why you'll find you will get an engineer sent out within 2 days.

Then again if you are happy paying for a substandard service....................

[Peter_]

Originally Posted by pip08456

It does not take balls to ring in, select the thinking of leaving us option and telling them you are thinking of leaving.

When you have told them why you'll find you will get an engineer sent out within 2 days.

Then again if you are happy paying for a substandard service....................

A call to Customer Relations will not end in an automatic engineer visit, as procedures have to be followed, so please do not try and get peoples hopes up unnecessarily.

The first thing that would happen is that the connection would be checked out by a competent agent who he would be transferred to by Customer Relations and thorough check would be made of the connection, possibly with a call to 2nd line support to run further checks.

If after these thorough checks on both our equipment and the customers equipment and the issue was found not to be with the customers equipment would an engineer be sent out.

If that engineer could not pinpoint the issue then it would be refered to Networks to try and get the fault rectified.

[kwikbreaks]

Originally Posted by Masque

The first thing that would happen is that the connection would be checked out by a competent agent who he would be transferred to by Customer Relations...

Surely all VM agents are competent so why the need to qualify?
Unless of course they aren't in which case the question would be why not?

[Peter_]

Originally Posted by kwikbreaks

Surely all VM agents are competent so why the need to qualify?
Unless of course they aren't in which case the question would be why not?

It has to be thoroughly checked so thy usually get transferred to Liverpool as we also have the 2nd line agents here as well.

[kwikbreaks]

So was the original advice good after all - if you want preferential treatment ring "I'm thinking of leaving" instead of normal support? From what you are saying that will take you through to a better calibre of support staff and presumably a faster resolution.

Thanks for the tip

[Peter_]

Originally Posted by kwikbreaks

So was the original advice good after all - if you want preferential treatment ring "I'm thinking of leaving" instead of normal support? From what you are saying that will take you through to a better calibre of support staff and presumably a faster resolution.

Thanks for the tip

The is no way that you can justget an automatic engineer visit just by calling Customer Relations, it has to be checked out and if required verified by 2nd line as process has to be followed.

[pip08456]

Originally Posted by pip08456

It does not take balls to ring in, select the thinking of leaving us option and telling them you are thinking of leaving.

When you have told them why you'll find you will get an engineer sent out within 2 days.

Then again if you are happy paying for a substandard service....................

It does not take balls to ring in, select the thinking of leaving us option and telling them you are thinking of leaving.

When you have told them why you'll find you will get your line checked thoroughly and if needed an engineer sent out within 2 days.

Then again if you are happy paying for a substandard service...................

That better?????

[kwikbreaks]

@Masque...

I didn't really think it would be possible to bypass procedures.

Sorry about picking you up on the wording you used - it is obvious that competency levels will vary and also obvious that passing a possibly irate customer on to an experienced support agent rather that a randomly selected one is the way any business would operate.

[Peter_]

Originally Posted by kwikbreaks

@Masque...

I didn't really think it would be possible to bypass procedures.

Sorry about picking you up on the wording you used - it is obvious that competency levels will vary and also obvious that passing a possibly irate customer on to an experienced support agent rather that a randomly selected one is the way any business would operate.

A Customer Relations call will always come through to us in Liverpool on the priority line ( take that anyway you want ) we then run thorough checks with a first line agent and if required a 2nd line agent is called for further checks after which a course of action will be decided and engineer will be booked if required.

[horseman]

Originally Posted by Masque

A Customer Relations call will always come through to us in Liverpool on the priority line ( take that anyway you want ) we then run thorough checks with a first line agent and if required a 2nd line agent is called for further checks after which a course of action will be decided and engineer will be booked if required.

One wonders whether you thus receive a disproportionately higher number of calls re-routed from India?
...but similarly one appreciates why you potentially can't disclose that information!