Please stop

[m00g]

Can you please ask  OFFSHORE support to stop calling DAILY to ask me if A) I have fixed the email issue or B) if they have fixed it.

It isnt, it hasnt worked for three weeks and seeing as they escalate each and every time they call. why am i NOT getting calls from your CEO, surely the escalation has hit that desk by now 😕

[m00g]

Second line support called today and asked me for the password LOL, i supplied the latest iteration of password and she said "its not recognised, can i change it?" i said yes knock yourslef out and do whatever you think may work.

While she was checking access after changing password I hear several explitives and the line goes dead, seriously?? Second line can swear when the customer is actively online with them??

Yet i posted c r a p which got edited (no doubt this will too) when the word i spaced is according to Urban Dictionary just another word for BAD or POOR, both of these words seem to fit well with VM.

[m00g]

So this is now twelve weeks and i have had the following look at this:

Ayisha_B
Gareth_L
Travis_M
Lee_R
Serena_C
Steven_L

SIX advisors on the forums, countless first line and second line contacts. Now i know, and it has been suggested, that I count my losses and call it a day. But why should I? The secondary email was working perfectly fine but something changed at VMs end, not mine and tbh I am like a dog with a bone and WILL not give this up until it is either fixed OR VM put their hands up and publically state they have messed this up with no fix in sight.

[Steven_L]

Just a quick update for the forum members on the issues that m00g is having, I haven't forgotten about this and the issues are currently being investigated by our IT support team and I'm still talking to m00g over PM. I'm hoping to be providing a further update as soon as the agent comes back to me.

Regards,

Steven_L

[m00g]

Firstly, no one is suggesting anyone at VM has forgotten these issues, lets be honest here, i am not letting anyone forget lol

What I am suggesting, and giving the team the opportunity to publically state, is this cannot be fixed. I have suggested TWO fixes for this issue yet no one at VM towers has confirmed that these fixes have even been attempted, only confirmation I get is that second line can see it is enabled and set as active. That i have heard time and time again.

ALL of the suggestions that have been offered have been tried MY END.

It is not a good advert for VM to have so many people involved and perhaps that is part of the problem, OWNERSHIP.

While I appreciate Steven_L has taken over this now, and not knowing the level of expertise amongst the forum team, why was it passed on? The first advisor, whether that be here or on the phone in reality should have seen this through, that delivers ownership and builds confidence that a user is getting dedicated support. It removes frustration, relationship can be built and both the user and the advisor can work together to arrive at a resolution.

I do believe VM need to look at a how they move forward on support, you see many many complaints of offshore call centres on here, complaints about the number of hoops you have to jump through in order to get support. Even complaints of contract adjustments where what the user thought they were signing up to and to what the advisor in the call centre has signed them up for, perhaps it gets lost in translation?

Rant over.

Whilst i have been having my owen issues and therefore sitting on the forums reading quite a lot, and this in no way derogatory to those who staff these forums, the majority of fixes and help comes from NON employed forum users and to them i salute.

[m00g]

14:35 Tuesday 22nd March 2022 and the email issue is fixed.

Thank you to all advisors who had a hand in this from the forum, particular mention must go to Steven_L who showed dogged determination and more importantly OWNERSHIP of the issue., not letting second line or IT team or even specialist email team off the hook.

Many thanks to those who commented and those who offered help.

Thank you to the gentleman (apologies name escapes me) who phoned regarding the complaint that was open against this email issue who made the customer happy again. The complaint has been closed with a happy resolution for the customer.

It just shows that with perserverance, determination and, to a degree, being stubborn does get results.

[Steven_L]

You're very welcome @m00g and I'm just glad that we got it sorted for you but just sorry that it took so long and so much effort from your side to get this sorted.

Have a great day 🙂

Thanks

Steven_L

[m00g]

Steven_L i have sent you a pm regarding another issue. It relates to the box VM cancelled last year and I cannot remove it from my email box listing.

[m00g]

Hi Steven_L

I can confirm the offending emal st******@virginmedia.com address has now been removed from my listing. Whether I can delete a box or not I have no idea, seems they removed it at IT end.

Thanks for your help with EVERYTHING, except the mobile issue which I have given up on.

[Kath_F]

Hi m00g, 

Thanks for coming back and updating the thread to let us know the email issue is resolved now. 

I've passed on your thanks to Steven 🙂 

In regards to the Mobile issue, were you able to speak to the Trade in team? If not give them a call on 0800 052 2105 so they can check things further for you. 

Let us know how that goes. 

Thanks, 

[m00g]

I did speak with them and they agreed I should have two codes, what they failed to do was send a second code. I still have not received the new devices and to be quite honest with you should another code not be sent i shall be cancelling the orders.

They had a chance to resolve this and two failed attempts by them to speak with me triggers the "we have tried to contact the customer but was unable to speak with them, so we now close the issue as resolved" scenario, which in my humble opinion, is quite a pathetic system VM employs. On this occasion I answered both calls but the calls dropped for either the poor signal in this area (i have to use WiFi calling at home) which i have raised over the years with them to no avail, OR they had issues their end with phone lines, who knows.

ON another note with this mobile issue, when I placed the order I was told I was too late for the Samsung Buds Pro and 6 months disney, yet I still see the promo is running wen i use the myvirginmedia app, yet another example of VMs left hand not knowing what the right hands is doing.

As i said, i have given up on the mobile thing because there are too many hoops to jump through which I believe VM want in order to discourage customers complaining, only thing it really does is drive customers away.