VM promised call back from IT Team

[MMG]

After 9 telephone calls to VM problem since 4.8.22. My email address not receiving emails from my website. Repeated promises that I would receive a call back from the IT Team within 24 hours. None of these promises kept. I am still waiting! What on earth do I do next? Email to the CEO? I am so fed up with VM. 

[jem101 · Accepted solution]

Promised call backs from ‘managers’ or the semi-mythical IT team, never, ever actually happen, the promise is just a normal tactic to get the really annoying valued customer off the phone so they chalk up another successfully closed call and help keep the stats up.

Is this connected with your other thread regarding changing secondary email account passwords? And yes it really is now a complete mess!

[MMG]

Thank you for replying fellow VM sufferer. It helps that you obviously feel my pain! Yes, I am now convinced that VM does not have an actual IT Team,  it is just made up rubbish that all the VM call centre staff use to get rid us poor deluded loyal customers who are expected to pay up and shut up. Again today promise number 9 broken. 

No this is another ongoing email problem. My VM email address is not accepting emails from my website and returning them to sender. I keep being told that the "mythical VM IT team" will call back to fix. In my dreams may be or more likely in my VM nightmares! 

MMG 

[Kath_F]

Hi MMG, 

Thanks for your post and apologies to hear you're having an issue with your emails being received from your website. 

We do have an IT team however anything that is raised to them can take between 5-7 days for them to initially pick up the ticket. This is sometimes a lot quicker depending on how the queue levels are. Have they been in touch with you since you last posted?

In terms of getting this issue resolved, can you come back to me with the following please?

• When sending an email to your address without going through your website, does this get sent correctly? 
• Are you using a mail client to receive your emails or are you using webmail directly? 
• Is this a business email account you have or part of your residential service? 

Pop back and let us know so we can help further. 

Thanks, 

[MMG]

Hi MMG,
Thanks for your post and apologies to hear you're having an issue with your emails being received from your website.
We do have an IT team however anything that is raised to them can take between 5-7 days for them to initially pick up the ticket. This is sometimes a lot quicker depending on how the queue levels are. Have they been in touch with you since you last posted?
In terms of getting this issue resolved, can you come back to me with the following please?
• When sending an email to your address without going through your website, does this get sent correctly?
• Are you using a mail client to receive your emails or are you using webmail directly?
• Is this a business email account you have or part of your residential service?
Pop back and let us know so we can help further.
Thanks,
Kath_F
Forum Team
Hello Kath_F, Thanks for getting in touch. Important you know the history.

In () initials of VM advisors. I rang VM on 4.8.22 (R) promised the IT team would call back within 5-7 days. I waited 8 days patiently until 12.8.22 nothing!

12.8.22 I rang again (V) could not help said the Backing Team would help passed to (M) who tried could not help and promised IT Team would call back in 24-48 hours. Passed to (S) Gadgets could not help then passed to (P) could not help then passed to (An) could not help after towards 1 hour on the phone trying the same things that all the previous VM advisors had tried – (An) hung up on me!?.......

I rang again on 15.8.22 and (T) tried could not help promised to speak to VM Technicians as a Server problem and (T) promised to ring me back the next day (16.3.22) – she did not call back and neither did the Technicians!

I rang again on 16.8.22 (As) could not help put me through to Gadget Rescue who also could not help and put me through to (I) could not help put me through to (L) I was on the phone towards 2 hours and again (L) promised IT call back help in 24 hours! NO CALL BACK!?

I have the names of all nine advisors (). All were clearly out of their depth. Every time I rang 150, I would be told VM knew I had a problem!!......15 days and counting? 9-10 hours on the phone! Still ZERO help?

To add insult to injury the new cable TV box installed by VM 2-3 months ago keeps having to be rebooted. The 100mb broadband speed checked on 13.8.22 is Ping 22ms, Download 40.78Mb/s, Upload 9.37Mbs.

Your questions:
1. Yes. Emails sent and received. Never a problem.
2. VM Webmail.
3. In 2007 residential account opened with Telewest at our home address. March 2007 VM took over Telewest we have had broadband, telephone and cable TV Tivio since. We have been LOYAL VM customers for 15 years which counts for absolutely nothing.
The email address in question, I use when at home to just check if my website has received any orders. My website is operated from my shop a business 20 miles away with broadband and telephone service from a different provider and works without any problems except guess what, when trying to access VM email addresses. Some days hours wasted trying to send emails from VM email addresses.

I apologise for the long answer but someone in authority needs to know what is going on in their business.

All hope of help from VM has now gone.
MMG

[Paulina_Z]

Hi @MMG,

Thank you for coming back to us. I'm very sorry to hear that this issue has been ongoing for a while and I can completely understand your frustration.

As you've mentioned that an IT ticket has been logged, I can assure you that our IT team will be working on resolving this for you as soon as they can. I do apologise about the delay. 

We understand that you've been a loyal customer of ours for a very long time, and our team will do all they can to have this issue resolved for you.

The IT team will reach out to your directly if they need any further information.

If you're able to receive emails not through your website, have you checked if the settings on the website are correct?

Keep us updated.

Thank you.

[jem101]

It's a bit like the philosophical argument about a tree falling over in the forest and there is nobody there so does it make a noise?

In this case, if an IT Team never responds back or appears to do anything, then do they really exist?

I mean, it's just a thought.......

[MMG]

Just laughed out loud! The first time in days! I am utterly fed up with VM and the "pretend IT Team". I`m with you I need actual proof to believe they actually exist. No customer deserves to be ignored for 16 days and counting. Thank you. 

[goslow]

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@MMG wrote:

Just laughed out loud! The first time in days! I am utterly fed up with VM and the "pretend IT Team". I`m with you I need actual proof to believe they actually exist. No customer deserves to be ignored for 16 days and counting. Thank you. 

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Maybe the IT Team are actually lost in those woods somewhere, which is why it's taking them such a long time to resolve the issue!

I think the "IT Team" need to request they are renamed! I have recently read on these forums about the "Contact Engine Team" and the "Specialist Resolve Team" (both of which gave me laugh!). No idea if these really exist either, nor what they do, but they have way better team names! If the "IT Team" had a better name, maybe they might feel motivated to fix things quicker (if they exist, that is)!

[MMG]

Oh dear yes you could be right. IT Team actually lost in the woods with trees being felled all around we must act now! Search party ready for action we need a leader call Bear G? or my favourite Sir DA? Fear not we are on the task you cannot hide we will find you Invisible Mythical Tree Felling IT!....We care for you even though you have deserted us! Sobbing!...........Sir DA we need you!