I have spent hours trying to sort out an issue with my virgin TV service and am getting nowhere with offshore advisors. They cannot seem to understand the issue and cannot communicate effectively. I am at the end of my tether. 😡
Hi Birmik
There isn't a direct line to UK support. All calls are routed through the same IVR and the first available agent picks up the call. It's said there's a higher possible of the call being picked up by UK support if you call around 9am when lines first open.
If you advise what the actual problem is, along with any error codes and messages, and which VM set top box you have we can move the thread to the correct forum and try to help.
Also, the forum staff will then see your post, they don't tend to look in the chatter and natter forums as those two forums should ideally be used for non VM related posts.
I have just had the very same issue with two different agents. My password problem: In the phonetic alphabet "M" is not "MOTHER" it is "Mike." That and a few other "letters" proved very frustrating to solve for the person asking the questions. He simply could not understand what my email issue was and apparently, I have an old account which he will move over to my new account. I have had the same e-mail/home address since the year dot! In the end I just gave up.
As much as I disagree with the use of offshore call centres, and consider it a distinguishing factor between companies that take CS seriously and those that treat it as a cost... if there was a direct line to bypass offshore and be handled in the UK, everyone would use it!
in my recent journeys with support, india, Portugal and Canada
