mutineer
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Re: Customer Service and Renewals
Thanks, at least it is free to wait for 48 minutes on the line, and customer services do offer callbacks to mobile. A renewal, with a continuation of the existing discounts was eventually arranged over the phone. Chat is simply not adequate for contract renewals. As for logging into the account reveals a mass of up-selling, and no simple 'best and final price for what I have now' option. If there was a simple message posted at the start of the chat that before starting you will need the memorable word (telephone password) to continue an account discussion that would avoid a lot of time wasting for customers and yourselves. If that information is available already in the account holder's authenticated browser session and account page supposedly linked/bound to the chat session, what is the purpose of asking the user to authenticate again with it? Or is it that your web auth doesn't work reliably/securely, so that you have to ask for the password anyway?164Views0likes1CommentRe: Customer Service and Renewals
I eventually got through to an agent in a chat opened in a browser session in which I was logged in to my account. Despite this the agent took me through full verification and also asked for the customer contact password. I did not have that to hand - that wasn't explained up front in the chat. After 3 incorrect attempts the agent locked me out of the account and asked me to try again in 24 hours. This is neither secure nor convenient. Best to call 0345 454 1111. Shame about the call charges!548Views0likes1CommentCustomer Service and Renewals
I'm trying to have a conversation with VM retention team again. It's becoming the usual farce: Just to let you know the current wait time to speak to an advisor today is 27 minutes. As soon as someone is available we will connect you. Customer This is the increase you have proposed: you've been enjoying a promotional price of £41.34* a month for your services. When your contract comes to an end on 12 February 2025, this will change to £70.71* a month. I will not accept any increase. Please offer a contract renewal at no more than £41.34 per month. Terri BOT 2:23 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 29 minutes. Terri BOT 2:33 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 30 minutes. Customer Sent at2:42 PM How long to wait now? Terri BOT 2:43 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 35 minutes. Customer Sent at2:45 PM I think all this waiting is another of the reasons I am reluctant to renew, let alone pay more for, my VM services Terri BOT 2:53 PM Sorry you’re still waiting, we know this isn’t ideal but we’re getting there. The expected wait time to speak to an advisor is now 43 minutes.816Views0likes4CommentsRe: Please make tickets raised by your IT team available to your support staff
It's OK. The VM ID server oauth problem was cleared while we were on the (long) call. If we had waited for the fix neither I nor support would have wasted time guessing. The ticket had the clue we needed.617Views0likes3CommentsPlease make tickets raised by your IT team available to your support staff
Here's what I was told by one of the support team about today's authentication issues on webmail account login as documented in the ticket no F011208525. "Yes, for that I have already raised another IT ticket. No i have been trying to get the access to this ticket but it shows nothing. I would have told you about the content. If it was visible from my end. That is the reason it is taking so long.". VM please train and inform your first line support teams better and give them access to the tools they need. Do not waste their time and customers' time. This is a very poor experience for everyone.696Views1like5CommentsRe: Ipad email accounts
Ah sorry! Yes it can be used for multiple accounts and does require the separators. The problem was with other server settings. Note that if you have ntlworld.com addresses that you will now need to update the server names... the old ntlworld server mappings no longer work with app passwords.2.8KViews0likes1CommentRe: Ipad email accounts
Hello. Can the same application password be used for multiple accounts? I continue to get the error on the iPad when using the application password I have set up for other email clients for this account. I assume the generated password/phrase syntax should the "-" separators?2.8KViews0likes3Comments