Menu
Reply
greenrivet
  • 118
  • 1
  • 7
Dialled in
361 Views
Message 1 of 7
Flag for a moderator

welcome screen stuck and support by phone abysmal.

welcome screen stuck and on phone twice to try and resolve with help desk, 1st time 1hr 9 mins on hold waiting for response and then put phone down. 2nd time 52 mins and finally got a response and promise of an engineer.

It never used to be this bad  trying to call VM. Does anyone know VM e-mail for customer support ?

0 Kudos
Reply
japitts
  • 12.16K
  • 1.7K
  • 2.62K
Very Insightful Person
Very Insightful Person
357 Views
Message 2 of 7
Flag for a moderator

Re: welcome screen stuck and support by phone abysmal.

VM don't have any email fault reporting - staff do respond to posts on here, the current turnaround is around 1-2 days.

When you refer to "promise of an engineer", can you elaborate? Is that an engineer appointment (all that the forum team here are likely to do), or a callback?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
greenrivet
  • 118
  • 1
  • 7
Dialled in
319 Views
Message 3 of 7
Flag for a moderator

Re: welcome screen stuck and support by phone abysmal.

Hi

they booked an engineer for friday, but the 3 hous on hold is unacceptable and it appears they are not

bothered about losing customers.....oh well....I know my options.

0 Kudos
Reply
greenrivet
  • 118
  • 1
  • 7
Dialled in
316 Views
Message 4 of 7
Flag for a moderator

Re: welcome screen stuck and support by phone abysmal.

just a thought , does  e-mail [MOD EDIT: REMOVED] work ....... ?

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

0 Kudos
Reply
Corey_C
  • 3.96K
  • 216
  • 331
Forum Team
Forum Team
267 Views
Message 5 of 7
Flag for a moderator

Re: welcome screen stuck and support by phone abysmal.

Thanks for your post and for reaching out to the Community Forums, greenrivet,

 

Sorry to hear that you have had TV issues, has the engineer visit been able to get things sorted for you?

 

Cheers,

Corey C

0 Kudos
Reply
greenrivet
  • 118
  • 1
  • 7
Dialled in
188 Views
Message 6 of 7
Flag for a moderator

Re: welcome screen stuck and support by phone abysmal.

Hi, yes , helpful engineer replaced the tv6 box due failed disk. But the callcenter keeping me on hold is totally unacceptable, and

customer support applogogy does not recover my 3 hours wasted. In 2021 VM customer support should be ashamed of their

performance. But if its due to lack of staff, vm company management should reconsider their performances during bonus season.

0 Kudos
Reply
Gareth_L
  • 6.89K
  • 423
  • 778
Forum Team
Forum Team
182 Views
Message 7 of 7
Flag for a moderator

Re: welcome screen stuck and support by phone abysmal.

Hello greenrivet

Thank you very much for that update 

Glad to hear it's all working okay now for you 

We will feed the poor experience back 

Have a good weekend 

Gareth_L

 

0 Kudos
Reply