Manager Support

[Scooey]

Does anyone know how I can speak to a manager ? Following a flood, I have a problem with my account. over the past week I have spoken to 4 agents and been cut off after a 57 minute wait (predicted 20 min wait) by another. The last agent was very pleasant and advised a manager would ring me between 8-10 am today, even went to validate it with manager but  I am still waiting for the call ! Any advice would be most appreciated. The problem relates to Tv/Broadband and landline contract

[Cardiffman282 · Accepted solution]

It's the old chestnut of the manager callback to get you off the line at offshore customer services. Such callbacks never actually materialise. If you detail your issue here the forum might be able to help you. In the meantime raise a formal complaint in writing about the callback lie. Link is below. 

[Scooey]

Thanks a lot for this info 

[Steven_L]

Hey Scooey,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your services at the moment. Do you have any missed calls from the team? We maybe able to help further with this from here, what are you trying to do with your contract? 

Kind Regards,

Steven_L

[Scooey]

Hi Steven

Thanks for taking the time to reply to my post

Firstly I can confirm that I have not had any missed calls. However on Thursday I received a call from the number I ring for VM, upon answering nobody spoke and after 33 seconds the line went dead
We have had a mains water flood resulting in the property being uninhabitable.

In April a reduced contract was agreed, due to us being unable to access the services,and I was informed the contract would need to be extended every 3 months and if circumstances still same to ring near to but before 3rd July.

20/06/24 Rung to confirm required extension. Operator assured me this had all been done.
Following this I have received a bill for the full amount for June and lost volt benefits.

Numerous phone calls to VM have not resolved the issue.

I would very much appreciate any help or advice in regard toHi Steven

Thanks for taking the time to reply to my post

Firstly I can confirm that I have not had any missed calls. However on Thursday I received a call from the number I ring for VM, upon answering nobody spoke and after 33 seconds the line went dead
We have had a mains water flood resulting in the property being uninhabitable.

In April a reduced contract was agreed, due to us being unable to access the services,and I was informed the contract would need to be extended every 3 months and if circumstances still same to ring near to but before 3rd July.

20/06/24 Rung to confirm required extension. Operator assured me this had all been done.
Following this I have received a bill for the full amount for June and lost volt benefits.

Numerous phone calls to VM have not resolved the issue.

I would very much appreciate any help or advice in regard toHi Steven

Thanks for taking the time to reply to my post

Firstly I can confirm that I have not had any missed calls. However on Thursday I received a call from the number I ring for VM, upon answering nobody spoke and after 33 seconds the line went dead
We have had a mains water flood resulting in the property being uninhabitable.

In April a reduced contract was agreed, due to us being unable to access the services,and I was informed the contract would need to be extended every 3 months and if circumstances still same to ring near to but before 3rd July.

20/06/24 Rung to confirm required extension. Operator assured me this had all been done.
Following this I have received a bill for the full amount for June and lost volt benefits.

Numerous phone calls to VM have not resolved the issue.

I would very much appreciate any help or advice in regard to this.







HiHi Steven

Thanks for taking the time to reply to my post

Firstly I can confirm that I have not had any missed calls. However on Thursday I received a call from the number I ring for VM, upon answering nobody spoke and after 33 seconds the line went dead
We have had a mains water flood resulting in the property being uninhabitable.

In April a reduced contract was agreed, due to us being unable to access the services,and I was informed the contract would need to be extended every 3 months and if circumstances still same to ring near to but before 3rd July.

20/06/24 Rung to confirm required extension. Operator assured me this had all been done.
Following this I have received a bill for the full amount for June and lost volt benefits.

Numerous phone calls to VM have not resolved the issue.

I would very much appreciate any help or advice in regard to this.

Hi Steven

Thanks for taking the time to reply to my post

Firstly I can confirm that I have not had any missed calls. However on Thursday I received a call from the number I ring for VM, upon answering nobody spoke and after 33 seconds the line went dead
We have had a mains water flood resulting in the property being uninhabitable.

In April a reduced contract was agreed, due to us being unable to access the services,and I was informed the contract would need to be extended every 3 months and if circumstances still same to ring near to but before 3rd July.

20/06/24 Rung to confirm required extension. Operator assured me this had all been done.
Following this I have received a bill for the full amount for June and lost volt benefits.

Numerous phone calls to VM have not resolved the issue.

I would very much appreciate any help or advice in regard toHi Steven

Thanks for taking the time to reply to my post

Firstly I can confirm that I have not had any missed calls. However on Thursday I received a call from the number I ring for VM, upon answering nobody spoke and after 33 seconds the line went dead
We have had a mains water flood resulting in the property being uninhabitable.

In April a reduced contract was agreed, due to us being unable to access the services,and I was informed the contract would need to be extended every 3 months and if circumstances still same to ring near to but before 3rd July.

20/06/24 Rung to confirm required extension. Operator assured me this had all been done.
Following this I have received a bill for the full amount for June and lost volt benefits.

Numerous phone calls to VM have not resolved the issue.

I would very much appreciate any help or advice in regard to this.

Hi Steven


Hi Steven

Thanks for taking the time to reply to my post. I am trying to extend a temporary agreement. In April I negotiated reduced rate due to flood that resulted in our house being uninhabitable. I was advised that I needed to ring in to renew the agreement every 3 months if still unable to use services and should ring before 3rd July. I rung on 20th June and was advised agreement would be extended. However it has not, the correspondence I have received does not reflect the the agreement. I have not had any missed calls but did receive a call on Thursday night. When I answered the call no one spoke and the call was cut off after 33 seconds.

I would appreciate any advice regarding this issue.

Kind Regards

[Molly_T]

Hi Scooey 👋

Thanks for getting back to us. 

Sorry to hear about the flooding, and your subsequent experience with our services, the contract extension and your missing VOLT benefits. 

We will need to take a closer look at the account to see what's happening and offer further support. I will send you a PM to confirm the details needed to do this.  You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Molly_T]

Hi All 👋 Just returning to this public thread to keep things updated. 

Thanks for Scooey for PMing with me, and for their patience whilst I offered support. 

I'm glad to report it's all sorted now! Hopefully there are no further issues in future, but in the instance that there are, please do get back in touch. 

Wishing you all the best! 🌞

[Scooey]

Hi Mollly

Unfortunately this issue has not been resolved as I have just received notification to say they have deactivated double data. Volt benefi once again .,This is sooo frustrating.. Please advise !

[Ayisha_B]

Hi @Scooey 

Please do continue to liase with Molly via PM if you require further support with this issue.

Thanks