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Submitted by torsten Saturday, 11/08/2012

In reply to by Jen

Thanks, Jen. Good record keeping is indeed important. The longer this story went on the longer my notes got on content and duration of calls and visits. Dealing with the Virgin Media call centre is really difficult though. They are polite, but unable to do anything not covered by their script, so you are forced through the same procedure every single time. I got the impression they are not authorised to do anything else. I have also repeatedly asked for this to be escalated to the complaints team - but been told that they don't have such a team. The only approach that worked is refusing to cooperate, which is when they pass you on to a manager.

Anyway, I tweeted Virgin Media yesterday (no response so far) and also sent an email. We will see what they come up with. Assuming the information I have been given at the last visit they should really tell customers that the image quality supplied is inferior to Freeview -- and they should also tell their technicians; six of them apparently were not aware of this, only the last, most senior one was...

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