What's the best time to get through to VM UK call centre?
06-06-2022, 14:19
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#1
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Lurkalot
Join Date: Aug 2003
Location: Nr. Grimsby
Services: Virgin TV, Phone, mobile & BB. Netflix and Amazon.
Posts: 83
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What's the best time to get through to VM UK call centre?
Our current VM contract expires this month so I tried to call Retentions this afternoon. However, instead of getting through to the UK call centre, I got through to a foreign call centre. The lady I spoke to was doing her best to be polite and helpful but the line was very poor so I missed a lot of what she was saying. She was obviously working through a script and didn't want to go to the nitty gritty of seeing what deal could be arranged. I made my apologies and ended the call because I was missing about half of what she was trying to say.
Is there a best time of day to call Retentions to get through to the UK call centre? They have always been very helpful and bad lines are not a problem. They can usually sort out a deal straightaway without having to go through a script asking for my favourite channels etc., which is why I would rather speak to them.
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06-06-2022, 15:40
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#2
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,075
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Saul's Grandad
Our current VM contract expires this month so I tried to call Retentions this afternoon. However, instead of getting through to the UK call centre, I got through to a foreign call centre. The lady I spoke to was doing her best to be polite and helpful but the line was very poor so I missed a lot of what she was saying. She was obviously working through a script and didn't want to go to the nitty gritty of seeing what deal could be arranged. I made my apologies and ended the call because I was missing about half of what she was trying to say.
Is there a best time of day to call Retentions to get through to the UK call centre? They have always been very helpful and bad lines are not a problem. They can usually sort out a deal straightaway without having to go through a script asking for my favourite channels etc., which is why I would rather speak to them.
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Early, 9 am if possible. I've always got UK ringing at that time. In the afternoon it's a lottery. I also suspect you may have a better chance if you ring 150 from a VM landline (if you have one) rather than a mobile but that's just a hunch.
Last edited by daveeb; 06-06-2022 at 15:50.
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06-06-2022, 18:08
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#3
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Lurkalot
Join Date: Aug 2003
Location: Nr. Grimsby
Services: Virgin TV, Phone, mobile & BB. Netflix and Amazon.
Posts: 83
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by daveeb
Early, 9 am if possible. I've always got UK ringing at that time. In the afternoon it's a lottery. I also suspect you may have a better chance if you ring 150 from a VM landline (if you have one) rather than a mobile but that's just a hunch.
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Thanks Dave - much appreciated 👍
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08-06-2022, 14:21
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#4
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Lurkalot
Join Date: Aug 2003
Location: Nr. Grimsby
Services: Virgin TV, Phone, mobile & BB. Netflix and Amazon.
Posts: 83
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Re: What's the best time to get through to VM UK call centre?
I phoned this morning and got straight through to Retentions at a UK call centre. The lady i spoke to was extremely helpful and polite and managed to sort out great deal for me...essentially the same as we have now but with a slightly bigger discount (result!). She even arranged for someone to come out to fix our outside cable junction box, whose cover has been broken for months, which I tried and failed to sort out with VM back in the bad old lockdown days, when you couldn't speak to an actual person without waiting for hours.
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08-06-2022, 14:28
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#5
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,075
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Saul's Grandad
I phoned this morning and got straight through to Retentions at a UK call centre. The lady i spoke to was extremely helpful and polite and managed to sort out great deal for me...essentially the same as we have now but with a slightly bigger discount (result!). She even arranged for someone to come out to fix our outside cable junction box, whose cover has been broken for months, which I tried and failed to sort out with VM back in the bad old lockdown days, when you couldn't speak to an actual person without waiting for hours.
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Glad it's sorted. The early bird etc....
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09-08-2022, 16:15
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#6
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cf.geek
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 929
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Re: What's the best time to get through to VM UK call centre?
Which aspects of VM's customer service are offshored and which are based in the UK?
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09-08-2022, 20:43
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#7
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,075
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
Which aspects of VM's customer service are offshored and which are based in the UK?
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Purely in my experience all of it is offshore apart from retentions who are often (but not always as mentioned above) in the UK.
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10-08-2022, 16:24
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#8
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cf.geek
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 929
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Re: What's the best time to get through to VM UK call centre?
thank you for the reply.
Anyone care to hazard a guess as to why almost all of their customer service is offshored?
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10-08-2022, 17:51
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#9
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
Age: 66
Services: Now back with VM for BB & phone. 100Mb service.
Posts: 11,125
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
thank you for the reply.
Anyone care to hazard a guess as to why almost all of their customer service is offshored?
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No need to guess, its cheaper. Offshore is an overflow for UK based. UK based is small.
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