Virgin Media - Call handlers

laalaa

Hey everyone

Firstly i should point out that this is not another rant about virgin media. We have been with them (or ntl) for about 15 yrs. Never had too many problems, always dealt with efficiently.

However, for the past year we have been having problems with our tv box. The black info bar at the bottom of the screen that displays now and next never works. It always displays "no programme information". In addition to this the box constantly sticks and wont change channel. The on demand service only works very occasionally.

In 2007 i complained via 151 about these problems about 7 times. Each time i had problems logging my fault because of the language barrier between myself and the call handler. I do not know if there call centre is based in india, or they just seem to imploy people of an asian origin. My problem is that they do not have a good enough grasp of english language.

Eventually in nov 2007 i got a home visit, and our box was changed.

However it still isnt any different. I have tried calling again, but i am constantly given the standard response that it is a fault in the area. This is not the case, as

1, The fault would not be on going for a whole year
2. I have family in the same street, who never had a probles with their virgin service.

What can i do?

Can i ask to speak to someone whos first language is english?

Is there a dedicate number i can phone for customer loyalty or complaints?

Any help greatly appreciated

Madjock

we had problems very much the same as this and we fixed it by dumping ntl and going to sky.

duchy

I find most of my problems with Virgin have been solved by going through to the "rententions" dept although it isn't called that-it's under the moving home option-and there is an option something like "If you aren't moving home but want to leave Virgin". They seem to be able to make things happen.

andyrules

Use of these call centres needs to be addressed. There have been several occasions when I and the CS operator have been unable to understand each other - one occasion was on the premium rate tech line. :mad:

Yesterday I rang with a query and the CS chap spoke such poor English he transferred me to the wrong department, same thing again and on this occasion I asked him to spell the word he couldn't say. Trouble is , it wasn't a word in the English language! Eventually I was transferred to customer services and spoke to a lovely Scottish lady, who dealt with my query quickly.

I've tried ringing a few times until I've connected with an English based centre - but that doesn't always work. Asking for customer services sometimes gets you an English person, and going through to retentions has always worked for me.

kr15snw

I agree with andyrules, this is somthing that needs to be addressed. (Sorry this is no help to you OP).

When trying to sort out some details with my bank the other day the woman could not understand what I was saying. Premium rate number and I spent ages trying to explain it. The problem was a friend had given me a cheque that had bounced, I wasnt sure what happened now so thought Id cheque. She thought I had given a cheque that had bounced (even after telling her repeatedly it was the other way around) and then gave me a lecture about giving cheques when I dont have the funds. I asked her if she could see my records and see that a cheque GOING IN had bounced. She didnt know what I meant, and apologised but said she couldnt understand me. When I asked if I could be transferred to someone who could understand me, she said she didnt know how to do this and if I had no further questions terminate the call!

I ended up driving to my bank and paying the parking etc just to find out

In relation to the OP, go through to cancellations. They will normally try and keep you, and offer a solution.

sarah.l.smith22

I would ring back and specifically ask to speak to someone in England, you are not being rude or racist, you have a problem that needs fixing with some urgency and if you and the customer services agent cannot have a conversation then you should be put through to someone who can manage this.

I have to do this myself. Be polite but firm, always take the agents name and if this still does not help write a letter to head office (recorded delivery) asking for someone who can help to call you back as soon as possible, I would address it to the highest up person such the head of customer services as if you sent it to CEO/FD/MD they just pass it on, instead cc (carbon copy) the letter to the CEO/MD/Hey why not Richard Branson so the person you are sending it to knows you mean business.

Good luck!

zebedeew

We had a similar problem with our black NTL box. On Demand nearly always said unavailable or would crash the box completely. Now and Next listings never worked. We phoned several times and were told the usual switch it off at the wall and back on again. This would fix it but only temporarily, a few days or sometimes hours and the problem would reoccur. Eventually after several phone calls we managed to persuade them to send someone to have a look at it. He tried several different boxes before making a phone call and then claiming there was currently a problem at the exchange so he would be unable to sort the problem and put our original box back. DH got on the phone to them again in a few days when the problem was still not resolved and threatened to leave. He was transferred through to retentions and almost instantly offered a £25/mth discount off our £60 bill (Internet/phone/tv). Problem did seem to get a bit better. Just after christmas we had a V+ box installed, checked first we would still get our £25 discount. Touch wood we have had no problems with this box, can record two channels and watch another or a prerecorded program. The engineer who fitted it said our signal was all over the place and put a 'filter' of some sort on it. Don't know if it is the new box or the 'filter' that sorted the problem but if you are having problems keep trying. It can get sorted in the end and if you can get a discount too all the better.

Good luck