Virgin Media Community

[AngryCustomer91]

Just been told by off-shore call centre that there are no UK based call centre staff anymore.

is that correct?

Bad move by Virgin if true

[enlli]

There are some UK call centre staff, but most stuff is handled offshore and has been for years.

[Steven_L · Accepted solution]

Hey @AngryCustomer91,

Welcome to the community and thanks for taking the time to post your issue on the forums.

Thats not true, you have been misinformed, we do have both UK and offshore call centre teams, any call into the team routes to the next possible agent may that be in the UK or one of our partner sites.

Regards,

Steven_L
 

[AngryCustomer91]

Just been told the same thing again. They insist there is no UK call centre (and hang up often!)

[Gareth_L]

Hi there, as previously advised, we have both on and off shore call centres ^GT

[AngryCustomer91]

Maybe someone should tell your offshore teams!

[enlli]

Offshore teams are noted for miss information.

[Gareth_L]

Thank you for your feedback ^GT

[japitts]

Also, by asking an offshore agent for UK contact details, you're effectively telling them you want to speak to someone else.

It may be in their script to advise there's no such thing - and I'd have some sympathy with that if so. If VM's policy is to have both onshore & offshore agents, then their scripts & processes will reflect that.

[Kath_F]

Hi AngryCustomer91, 

As mentioned previously by my colleague, we do indeed have UK contact centres who take calls from our customers. 

What you may have been told is that there is no direct UK line which is true. When you call us and select the relevant options for the department you require, you are routed through to the next available agent so your call is answered as quickly as possible. 

I can see that you're currently speaking with another colleague regarding a SIM issue. If you are having any other issues and need help, feel free to post about them here and we will do what we can to help support you. There are some things we're not able to help with such as package changes but for the most, we are able to support. 

Many thanks,