Hi Joanne
I tried emailing this to Jon Fawcett Head of Mobile Product at Virgin Media last week but it bounced back on [MOD EDIT: Removed] and I haven't had time or inclination to try other variations of the email address. There's also Jeanie York Chief Technology Officer at Virgin Media O2 of anyone has email addresses, maybe they can shed light on the problem and reply sensibly to their customers.
Hi Jon Fawcett
Apologies for troubling you with this issue, but as someone who was previously 'Responsible for developing Virgin Mobile’s technical and capability roadmap…’ I’m confident that you will know where to direct my email. Despite numerous approaches to Virgin Media’s Community help forums and on twitter no resolution has been found to a problem that is affecting many of your mobile phone customers and has been for a number of months. Indeed, many (most) of your Forum Team members have responded on this issue, but are either powerless or incapable of finding a solution from those within your organisation tasked with resolving technical issues.
The problem is quite straightforward to explain. When abroad I (and many others) can use our Virgin mobile phones as normal except when receiving a voice call, the caller is unable to hear our voice. Sometimes we can hear the caller's voice and sometimes not, but never is the caller able to hear our voice – they then hang up. The problem has been widely reported by many customers for many months and all we hear is that it’s a known issue and is being investigated. All possible solutions have been tried by many customers from changing phone settings, changing phone make/model, removing and replacing SIM cards, replacement SIM cards etc but none of this works. It isn’t just a single country either as customers have reported this after visiting a number of different countries.
Ideally I want a solution, but in the absence of that I’d like a detailed response demonstrating what steps have been taken at a senior level to resolve the issue and that someone with authority is taking ownership of it. Currently it appears to be like a game of ping pong with the problem batted about between your Forum Team members and the same narrative trotted out over and over to your long suffering customers.
Regards
Steve
