There is something very, very sinisterly wrong with a faceless company that hides behind electronic curtains, and then uses a robot to man its chat line.
Why the bloody hell can't you just deal with humans like other human companies do employing humans to talk to humans....?...
You talk about the helpline 0345 454 1111 as if it is a magical solution - have you ever had to use it as a customer? - No you haven't. They are from the Philippines or India, and have absolutely no clue what you are talking about. Poor fish. They have been soused to the gills with the garbage that they should trot out to any customer who dares, who has the temerity, to question or complain or seek advice about a faulty Virgin Media product.
All that they, (and you), know, and what they, (and you), can see on your system screen, is whatever the previous agent handling the customer's call has left by way of scant and pithy, and pitiful, notes as a record of the frustrating conversation that the customer has just had with the agent.
The agent often refers the customer to the chat line, without a clue that the chat line is is absolutely broken and dysfunctional
The agent then refers the customer to the online account and the associated tabs, which have multiple icons as options. The agent doesn't see this on his or her own screen, and so the customer has to tell, them what they are seeing, and then it becomes a process of the blind leading the blind, weaving through many dark tunnels, but with no light of hope or glimmer of resolution at the end.
What a shambolic way to run a company!!! Bet your bottom dollar that all your top brass mangers have fancy **bleep** degrees from Harvard and Yale and Cambridge, but have no real life experience of being a customer in the **bleep**-arse company that they run.
