General : Petition to highlight/embarrass VM into improving the way that they treat customers

[Legendkiller2k]

Originally Posted by newapollo

Is it really 4 weeks? You notified this forum that it first occured on 26th October. Have you managed to get a phone line yet Richard? You still haven't tried the Community Forum.


From 25th October https://www.cableforum.uk/board/show...20&postcount=1


From 27th October


From DS 5th November - post 6658
https://forums.digitalspy.com/discus...-channels/p267

TBF this year does time even exist?

[ozsat]

I just called VM customer services about my tv package and it took <2 minutes to speak to somebody in the UK.

It seems Mr Coulter has now been asked at least twice why he has not posted on the Community forums where tech support is available - on both occasions the reply gave no reason ??

---------- Post added at 14:49 ---------- Previous post was at 14:46 ----------

How did you manage that if VM will not take phone calls?

Originally Posted by vincerooney

called up virgin media retentions and got like 25 quid off my bill. probably could have got more but the lady was foreign (excellent english mind i just thought explaining "hey....not good enough may lead to me losing everything) but didnt want to push my luck and im generally a coward anyway so i thought it was a win.

[RichardCoulter]

Originally Posted by Legendkiller2k

TBF this year does time even exist?

Lockdown boredom? Who would bother to do all that and why, just to try and trip up a Neuro diverse person...

Originally Posted by ozsat

I just called VM customer services about my tv package and it took <2 minutes to speak to somebody in the UK.

It seems Mr Coulter has now been asked at least twice why he has not posted on the Community forums where tech support is available - on both occasions the reply gave no reason ??

---------- Post added at 14:49 ---------- Previous post was at 14:46 ----------

How did you manage that if VM will not take phone calls?

I have given up trying to call them as it gives me too much physical pain and it's now in the hands of Ofcom.

What I want to know is how some people are claiming that they get through straight away, yet review sites, Facebook and their own forum are stuffed full of complaints about being on hold for hours and then sometimes being cut off?

It has already been explained why I haven't joined the VM forum.

I was cut off once - I tried again.

When that didn’t work, I tried the forum - that worked for me.

Could you explain how calling causes you pain, please?

[RichardCoulter]

Originally Posted by Hugh

I was cut off once - I tried again.

When that didn’t work, I tried the forum - that worked for me.

Could you explain how calling causes you pain, please?

Disability.

[pip08456]

Originally Posted by RichardCoulter

Lockdown boredom? Who would bother to do all that and why, just to try and trip up a Neuro diverse person...



I have given up trying to call them as it gives me too much physical pain and it's now in the hands of Ofcom.

What I want to know is how some people are claiming that they get through straight away, yet review sites, Facebook and their own forum are stuffed full of complaints about being on hold for hours and then sometimes being cut off?

It has already been explained why I haven't joined the VM forum.

What do you expect OFCOM to do?

[admars]

i've got an annoying problem with my tv, the picture gets pixellated now and again, been happening to me and next door for a week or so, i've tried phoning loads, and either get cut off when it gives me the faults url, or am on hold for a stupidly long time so give up, i've tried various times of day, no joy. the diagnostic over the phone makes no difference, and the diagnostic via the fault url often doesn't work, it fails on 100%, or tells me my box isn't plugged in!

i've tried the forums, and have been "helpfuly" told to ring them. someone from virgin said they'd contact me securely to take details, but i'm still waiting.

i guess some people are luckier than others

@Richard - isn't there an sms line you can use if you're unable to phone

[ozsat]

I heard several times that Sky CS have a system where they can block certain numbers from calling in if they find that customer to be a problem customer. Has been abusive or maybe just a regular PIA, etc.

The problem customer only get directed to emails and web help - they will never speak to anyone direct anymore.

I know they do have different routing based on the number calling in - VIPs etc are given priority based on their telephone number.

Mayby VM have this too?


I had a few long delays at the start of the first lockdown - but nothing more than minutes since - even though the recorded message said they were very busy.

[admars]

lol, i doubt that's true, but if it were I don't think i've had enough problems since I've been with them to be on the naughty list

[MrP]

Originally Posted by RichardCoulter

Lockdown boredom? Who would bother to do all that and why, just to try and trip up a Neuro diverse person...



I have given up trying to call them as it gives me too much physical pain and it's now in the hands of Ofcom.

What I want to know is how some people are claiming that they get through straight away, yet review sites, Facebook and their own forum are stuffed full of complaints about being on hold for hours and then sometimes being cut off?

It has already been explained why I haven't joined the VM forum.

Human nature I guess. I didn't post any favourable feedback on social media - well apart from on here and DS 😉 - after calling VM a few weeks ago to renew my contract.

This isn't a dig at you, but customers who don't receive the service they expect or demand are more likely vent their frustrations elsewhere - again human nature.

And as others have mentioned, please don't dismiss their community forum. From what I've seen they do help where they can - which includes arranging engineer visits.

Originally Posted by RichardCoulter

Disability.

Hearing?

[ozsat]

I'm sure when a network fault hits them they will get swamped with calls - but an isolated tv box fault on a normal day should give an fast reply.

The member of staff I spoke to today was still working from home - so things are still not back to normal.


Having lots of problems will not put you on the naughty step - but continual slagging them off in various forums and taking legal action might.

Originally Posted by admars

lol, i doubt that's true, but if it were I don't think i've had enough problems since I've been with them to be on the naughty list

[heero_yuy]

Might it be productive to contact a consumer programme such as R4's "you and yours"? They often get action when other methods fail.

youandyours@bbc.co.uk

[1andrew1]

Originally Posted by ozsat

I heard several times that Sky CS have a system where they can block certain numbers from calling in if they find that customer to be a problem customer. Has been abusive or maybe just a regular PIA, etc.

The problem customer only get directed to emails and web help - they will never speak to anyone direct anymore.

I know they do have different routing based on the number calling in - VIPs etc are given priority based on their telephone number.

Mayby VM have this too?


I had a few long delays at the start of the first lockdown - but nothing more than minutes since - even though the recorded message said they were very busy.

I don't think it would work as people can just dial from a different number.

Ultimately, if a company doesn't want to supply a service to a customer then generally it doesn't have to. The exception being those with a universal service obligation like water companies.

---------- Post added at 16:45 ---------- Previous post was at 16:44 ----------

Originally Posted by heero_yuy

Might it be productive to contact a consumer programme such as R4's "you and yours"? They often get action when other methods fail.

youandyours@bbc.co.uk

Good point. Plus newspapers have similar columns too.

[Legendkiller2k]

Originally Posted by ozsat

I heard several times that Sky CS have a system where they can block certain numbers from calling in if they find that customer to be a problem customer. Has been abusive or maybe just a regular PIA, etc.

The problem customer only get directed to emails and web help - they will never speak to anyone direct anymore.

I know they do have different routing based on the number calling in - VIPs etc are given priority based on their telephone number.

Mayby VM have this too?


I had a few long delays at the start of the first lockdown - but nothing more than minutes since - even though the recorded message said they were very busy.

TBH is SKY ever blocked my number it'd be bye bye SKY, but then again i don't give them reason too i call around once every 18 months to renew contract etc.

Richard maybe try the cancellations department? Imo experience companies soon answer if they think you're leaving.