Today I called the VM help desk to try and resolve an issue with my router. They couldn't sort it so said they would call me back sometime during the day with a possible answer.
After about five hours they called back asking for the log in credentials so that they could proceed.
I normally get 3 calls a week from a foreign call center saying they are from VM and at least 3 others pretending to be from someone else, so I naturally asked for some proof in the form of asking what the issue we discussed was about. She said she couldn't give any details until I had passed on my credentials.
Shouldn't there be a system in place for the customers to be able to confirm that the person calling is from VM.
What do you mean by 'login credentials'? When you speak to VM they will typically ask you for letters from your chosen security word as well as other info. about your account.
It is pretty rare for VM to arrange a phone call back again like that for a tech problem. Usually it is offered as a means to get you off the line when the CS agent can't help or does not know what to do next.
I would suggest there is a high chance the 'return call' you got was coincidence and actually from a scam caller. You might get a clue from the caller ID number but that is not really reliable either as it can be faked (a random number that can't be traced or searched online will be a scam).
Unfortunately, the scam callers have actually rendered inbound phone communication from VM to the customer totally untrustworthy as it is impossible to tell a real VM overseas call centre from a fake one which is spoofing a VM caller ID. For this reason, giving out security or personal info to anyone phoning you claiming to be VM is a non-starter IMO.
If you need to contact VM, then the only reliable way to do that is to place an outbound call. If you still have a tech problem with your router then the VM forum here can help with that.
The VM forum team will reply on here in a day or two and may be able to confirm from their records if the call was genuine or not. They should also be able to help with your router problem if that is still an issue.
I dont think they could resolve the problem. It is with the HUB 4 going back to original settings on powering down and as they couldn't fix it they wanted a call back. I've looked through the forum and the only fix someone suggested didn't reso;ve the issue.
Yes it was the security password and details she asked for but as I already had one bogus call that morning I wasn't giving any details out unless they could confirm their authenticity.
I was thinking that if they arrange a call back then they need to use some sort of coded system ie. password that they can use to show they are the person you were talking too.
Thanks for the replies. AS said I do get at least 3 scam calls a week from a "VM rep". A couple of months ago I was getting 1 a day it changed a bit after I said I had moved provider. Now I get the odd one from Sky or BT as well as the 3 for VM.
Most of the time they ask straight away to install some software so they are easy to spot.
As to the problem, the help desk may have sent something down to the hub as it is now keeping the Wifi name and password when it is powered down. Will see over time if it is a fix or just a temporary reprieve.