Tivo V6 : Can we now use the TV anywhere app in the EU?

Originally Posted by RichardCoulter

I'll keep the situation under review and decide at the time; it very much depends on whether what they offer me is enough to compensate for having to deal with these idiots abroad.

I wonder if many people will make much use of this new facility. I suppose those away on business might, but I can't imagine many people going on holiday to watch TV!

Perhaps this attitude feeds back into any discussions with them - Customer Services Staff, no matter where they are based, do not have take abuse from customers.

Originally Posted by Hugh

Perhaps this attitude feeds back into any discussions with them - Customer Services Staff, no matter where they are based, do not have take abuse from customers.

[1701-e]

Originally Posted by RichardCoulter

.... I can't imagine many people going on holiday to watch TV!

Many go on holiday and would like access to their TV favourites of an evening for example so this is another success of excellent EU decision making.

I'd be fairly certain that it would cease after UK exit from the EU though.

[Horizon]

Under the agreement made so far with the EU, our law will still be fully aligned with EU law until December 2020, so the app should work until then in Europe and I suspect long afterwards too.

[nashville]

I was asked to update for this service on my tablet (virgin go ) could be handy on holiday .if it works

[RichardCoulter]

Originally Posted by Hugh

Perhaps this attitude feeds back into any discussions with them - Customer Services Staff, no matter where they are based, do not have take abuse from customers.

Whether it does or not is irrelevant, they are expected to give good customer service to all customers at all times. Not my words, but the words of a senior manager.

At no point were they abused as the investigation will show. They were about to be, but I terminated the call whilst she was still bleeting nonsense about the other department being closed.

---------- Post added at 16:18 ---------- Previous post was at 16:16 ----------

Originally Posted by 1701-e

Many go on holiday and would like access to their TV favourites of an evening for example so this is another success of excellent EU decision making.

I'd be fairly certain that it would cease after UK exit from the EU though.

Yes, maybe if someone is following a particular favourite series that they really want to see, they would be happy to spend an hour or so watching it.

Originally Posted by RichardCoulter

Whether it does or not is irrelevant, they are expected to give good customer service to all customers at all times. Not my words, but the words of a senior manager.

At no point were they abused as the investigation will show. They were about to be, but I terminated the call whilst she was still bleeting nonsense about the other department being closed.

---------- Post added at 16:18 ---------- Previous post was at 16:16 ----------



Yes, maybe if someone is following a particular favourite series that they really want to see, they would be happy to spend an hour or so watching it.

Well, both you and they are mistaken - I have set up call centres in the U.K. and abroad, and my son and daughter have worked in call centres for summer jobs, and one of the basic rules is that a customer services rep does not have to take abuse, and if the customer continues after being requested to stop, the CSR should put the phone down.

And I have to say, Richard, if the tone and words* you use on this forum about the calls you make is reflected in the calls you make, that could be perceived as being abusive.

https://www.usdaw.org.uk/CMSPages/Ge...d-c5538e0aa7d8

It is important that employers work out how to deal with such calls in consultation with the call handlers themselves – so that they are prepared for them before they have to deal with them.
- Does your employer make it clear that you do not have to put up with abusive calls?
- Are call handlers allowed to terminate calls if they are abusive?
- Do team leaders provide support to call handlers when there is an abusive call?
- Are all call handlers trained on the procedure for dealing with abusive or threatening calls?

(*Idiots, idiot number 2, they were about to be (abused), bleating on, this is an example of the normal inferior service that they provide. It appears that anything more is beyond their capabilities, )

[RichardCoulter]

Where have you got the idea that any abuse took place? It was categorically stated to you that this was not the case.

I believe that, even if abuse does take place, they cannot simply put the phone down on customers. Prescribed procedures must be followed and any abuse must not be reciprocated. They must remain polite, respectful and professional at all times.

These foreigners are unlikely to be in a union, which is probably why VM use them- cheap.

It seems to me that VM must find it more proftable to pay these workers peanuts and throw freebies at any customers who will not tolerate their inferior service.

Do you have anything you wish to say about the new ability to use TV Anywhere abroad?

[nfs6600]

Originally Posted by RichardCoulter

Whether it does or not is irrelevant, they are expected to give good customer service to all customers at all times. Not my words, but the words of a senior manager.

I agree 100% key word here is "expected" it's expected...not promised

Lets swing this another way Richard. We all know that you have a disability, as you mention it in pretty much every other post (barring mentioning you seem to have an agenda of getting people into bother).

Now I don't know if you have care workers or home help from family etc. But lets assume you do for now. So your help comes round to your home and you are being abusive to them and calling them idiots. Do you really think they would go above and beyond? Or do the least needed to get out of the place? (or in this case get you off the phone)

[Mr K]

A week too late for me ! Although if you're watching TV on holiday, you've gone to the wrong place.

Originally Posted by RichardCoulter

Where have you got the idea that any abuse took place? It was categorically stated to you that this was not the case.

I believe that, even if abuse does take place, they cannot simply put the phone down on customers. Prescribed procedures must be followed and any abuse must not be reciprocated. They must remain polite, respectful and professional at all times.

These foreigners are unlikely to be in a union, which is probably why VM use them- cheap.

It seems to me that VM must find it more proftable to pay these workers peanuts and throw freebies at any customers who will not tolerate their inferior service.

Yes they do have the right to hang up on abusive customers. No one should be subjected to abuse and I am shocked that you think that they should have to accept it.

And these foreigners as you called them are generally educated to degree standard.



Do you have anything you wish to say about the new ability to use TV Anywhere abroad?

[RichardCoulter]

Originally Posted by nfs6600

I agree 100% key word here is "expected" it's expected...not promised

Lets swing this another way Richard. We all know that you have a disability, as you mention it in pretty much every other post (barring mentioning you seem to have an agenda of getting people into bother).

Now I don't know if you have care workers or home help from family etc. But lets assume you do for now. So your help comes round to your home and you are being abusive to them and calling them idiots. Do you really think they would go above and beyond? Or do the least needed to get out of the place? (or in this case get you off the phone)

If staff do not conduct themselves as expected by their employer, they leave themselves open to disciplinary action being taken against them.

I only mention my disability when relevant, which does not apply to the vast majority of my posts. Do you have a problem with this in some way?

It's not clear what you mean by "an agenda of getting people into bother", could you please explain what you mean by this statement.

To again clarify, I have never been abusive to VM staff or carers.

---------- Post added at 01:32 ---------- Previous post was at 01:07 ----------

@Mr Banana

Not sure what cock up you've made with your post.

Anyway, you are correct in saying that no employee is expected to have to put up with abuse of any kind. However, simply hanging up would not be appropriate.

All professional organisations will have policies and procedures in place to deal with abusive callers. This is likely to include warning the caller that their behaviour is not acceptable, seeking advice from a senior member of staff, transferring the call to a manager etc.

It should be noted, however, that some people are unable to help the manner in which they express themselves and the circumstances of the caller should always be considered. For example, a person suffering from tourettes syndrome may make racist remarks, a person with dementia may uncharacteristically use bad language, a frightened or upset person with emotions running high may resort to inappropriate language or phrases etc.

I'm pleased that you now appear to accept that no-one should be subject to abuse and hope that going forward you will be practicing what you preach.

Persons living in a country other than ones own are foreign and the terminology to describe them in the plural is 'foreigners'.

Even if it is correct that these people are educated to degree standard, this does not necessarily equate into common sense behaviour as per examples given previously.

I have forwarded the deadlock letter that one sent to me onto the CEO for his comments. It genuinely looked like a young child had written it, was an embarrassing representation of the company and I don't see why customers should have to put up with it.

Originally Posted by RichardCoulter

To again clarify, I have never been abusive to VM staff or carers.

You mean the ones you keep calling idiots on here

[RichardCoulter]

The silence is deafening when people are asked to justify their discriminatory and rude comments.

---------- Post added at 19:18 ---------- Previous post was at 19:10 ----------

Originally Posted by Paul M

You mean the ones you keep calling idiots on here

What I have said on here is not the same as has been said to them verbally. I thought that what I meant was clear enough, perhaps not.

An idiot (amongst other things) is defined as a person with low intelligence. I believe that the examples that I have given demonstrate that this is the case with these individuals. A further example is that they once answered my call when I needed my account number:

"Certainly Sir, I can provide that for you". "Can I have your account number please"?

As a person who has problems with cognition following a brain injury, even I can tell that this and other examples demonstrate a lack of common sense.

Originally Posted by RichardCoulter

The silence is deafening when people are asked to justify their discriminatory and rude comments.

---------- Post added at 19:18 ---------- Previous post was at 19:10 ----------



What I have said on here is not the same as has been said to them verbally. I thought that what I meant was clear enough, perhaps not.

An idiot (amongst other things) is defined as a person with low intelligence. I believe that the examples that I have given demonstrate that this is the case with these individuals. A further example is that they once answered my call when I needed my account number:

"Certainly Sir, I can provide that for you". "Can I have your account number please"?

As a person who has problems with cognition following a brain injury, even I can tell that this and other examples demonstrate a lack of common sense.

An idiot (amongst other things) is defined as a person with low intelligence

Arrogant - having or revealing an exaggerated sense of one's own importance