Review of chat with customer service - what do you think ? good / bad ?

[simon123]

A 2 hr chat with customer service - did Virgin Media waste my time? Did VM break the 1967 Misrepresentation act 

Terri BOT 17:13 Let’s see what we can do to help. Terri BOT17:13 so that the agent can help you as quickly as possible, please can you type a brief description of your query?

CustomerSent at17:13 what is included in big volt bundle 02 sim

Terri BOT 17:13 Just to let you know this is a messaging service. Our wait times can vary, but we’ll get you to an agent as quickly as we can.So that you can get on with your day, we’ll notify you as soon as an agent becomes available. Just keep this chat open, and we’ll get back to you as quickly as we can.

K B has joined the chat 17:13 Hi. Thanks for getting in touch, just give me a few minutes to look at your query. 👍

Customer Sent at17:15 thx

KB 17:16 Thanks for waiting. Here are the details:· With over 100+ channels and catch-up services and apps like BBC iPlayer and YouTube. Experience our newest Virgin TV 360 with super-clever Voice Search and Control and personal Profiles 📺· You can connect via our superfast broadband with an average download speed of 362mbps and an average upload speed of 36mbps 📶· Plus, you get to x x x with an inclusive unlimited weekend calls to UK landlines. (numbers beginning 01, 02 and 03 starting within the weekend) ☎· 10GB of data with unlimited minutes and text.

kb 17:16 Just to confirm, do you currently have an active services with us?

Customer Sent at17:17 hi , thanks , I do , Im reviewing my services as Im due to get fibre to my premises soon in my area   Customer Sent at17:17 i  have looked at the renewal offer

KB 17:18 Thanks for sharing that with me. I can connect you now to our Care team to check the renewal price. Do you have anymore questions before I connect you to our dedicated team?

CustomerSent at17:18  so comparing that with the current - I assume new customer offers with O2 as I am an O2 customer Customer Sent at17:19 I would potentially be interested in the BIG VOLT package if I could get it at the price I see advertised - £38

KB 17:20 I understand that. Just to let you know, we have a different price for our existing customers. KB17:20 Let me transfer you over to the team who can assist you further. Please bear with us if it takes us a little longer than usual to answer. Just to let you know that our conversation will be recorded, archived, and monitored for quality assurance and training purposes. Staying connected to this conversation means you're okay with this. Thanks for bearing with us.

Customer Sent at17:20 I know     Delivered Terri BOT 17:21 Now transferring.

KB has left the chat Terri BOT 17:23
Okay, just to let you know you're still in the queue. We're sorry you're still waiting to speak to one of the team. We will get you connected to someone as quickly as we can

Terri BOT 17:23 Thanks so much for waiting. The current wait time is 52 minutes.

Terri BOT 17:23 Just confirming you’re still okay to wait? Yes, I’ll wait Customer Sent at17:24 1

Terri BOT 17:24 Okay we’ll be with you as soon as we can

Terri BOT 17:34 Okay, just to let you know you're still in the queue. We're sorry you're still waiting to speak to one of the team. We will get you connected to someone as quickly as we can

Terri BOT 17:34 Sorry you're still waiting, we know this isn't ideal but we're getting there.

Terri BOT 17:34 Just to be sure: Are you still okay to hold? Ys, I’ll wait Customer Sent at17:34 1

Terri BOT 17:34 Okay, we're getting there. Thanks so much for your patience.

Terri BOT 17:54 Sorry you're still waiting, we know this isn't ideal but we're getting there.

Terri BOT 17:54 Just to be sure: Are you still okay to hold? Yes, I’ll wai No

Terri BOT 17:59 Just to be sure: Are you still okay to hold? Yes, I’ll wait

Terri BOT 18:04 As we’ve not heard from you, we’ve closed the conversation, however, the best time to get in touch is at around 8am. Take care.

Chat has ended!

So that the agent can help you as quickly as possible, please can you type a brief description of your query?

Im reviewing my services as Im due to get fibre to my premises soon in my area. I would potentially be interested in the BIG VOLT package if I could get it at the price I see advertised - £38

Just to let you know this is a messaging service. Our wait times can vary, but we’ll get you to an agent as quickly as we can. So that you can get on with your day, we’ll notify you as soon as an agent becomes available. Just keep this chat open, and we’ll get back to you as quickly as we can

. hi p hello ? 🙁 Hello S, good afternoon, I super excited to know to that you are interested in Big volt bundle and the deal that you are looking online is a promotional discount and these are offered only ones to experience the service we offer, however, I will review your account and suggest you the bets offers available

, I will review your account and check the best offers available ?

 ok Thank you, I have a best deal for you where I can upgrade the speed to M250 along with mega tv which comes with 220 plus channels along with talk weekends just for per month for next 18 months and you can enjoy this deal within 2 hrs. The standard price of this deal is  but I have offered you just for  so you save  per month which is a huge savings, so would you like to upgrade?

did you not read-I would be interested in the 'BIG VOLT' bundle , dont waste my time please I am sorry the deal that you are looking for is a mega volt bundle which comes with V500 speed, along with mega tv and sky sports movies in HD, Kids channel and anytime chatter just for 84 pounds per month for next 18 month

s So would you be interested ? I

m not interested in paying for any upgrades in speed or channels , I dont need and cant accord to spend such a ridiculous amount on tv No the deal I am looking at is the 'BIG VOLT' bundle ,

I am looking at it now on the VM website stop wasting my time Supercharged Big Volt bundle 📷📷 264Mbps £37.99 a month * 📷 📷 Customer Sent at 18:33 Customer Sent at 18:33 P 18:33 Terri BOT 18:34 P

has left the chat Customer Sent at 18:35 J has joined the chat Jo 18:36 J 18:36 Customer Sent at 18:36 J 18:38 📷 📷 📷 M125 M250 Fibre Broadband, Weekend chatter & 100+ TV channels + O2 sim copied from Volt: Get the best of us both | Virgin Media O2 As explained the deal that you are looking online is a promotional deal and as I am unable to match the price, I will connect you to our customer relations team and they will check as what best they can offer,

stay connected Now transferring.

hi Hi simon, thanks so much for waiting, I'm just taking a look at your account, I'll be back with you ASAP.😊 Thanks for letting us know. No worries, let me just verify the details you provided earlier. I'd be back with you ASAP.

☺ hello j , thankyou , any longer with your sales team and I would have made a formal complaint and sent VM a bill for time wasted

Customer Sent at 18:38 J 18:41 Customer Sent at 18:41 J18:42 Customer Sent at 18:43 J  18:43 Customer Sent at 18:43 Customer Sent at 18:44 J 18:44 Customer Sent at 18:44 J18:45

I appologize for that let pass first the security question is that okay to you? if i have to - you realise ive done this already Can you please provide the 1st, 4th, and 7th characters of your account password? 

that was my best guess Not to worry, I can send you a bill via email which contains the information you need to gain access on your account. Let me know once you received it. ? its on my bill - im logged into my accouint Can I confirm the registered email address of the account?

Customer Sent at 18:45 Customer Sent at 18:45 J 18:45 Customer Sent at 18:45 J 18:45 Customer Sent at 18:46 Customer Sent at 18:47 Customer Sent at 18:47 Customer Sent at 18:47 J 18:48 J18:48 Can I confirm what was your last bill value? 

Thanks for waiting and providing information. I see that you are looking to change your package / planning to disconnect . Give me a minute to look into that for you.

a new customer can get double the speed and a SIM for the price i have been given for renewal and in a short time virgin will have competition as FTTP is installed So I want the new customer rate BIG VOLT bundle

Let check and see what I can offer to you, S

Could you please provide your preferred mobile number and email address so we can update our

Customer Sent at 18:48 Customer Sent at 18:48 Customer Sent at 18:48 J18:50 J 18:51 J18:51 Customer Sent at 18:51 Customer Sent at 18:51 J 18:54

systems and have the most up to date contact details for you? 

Im not interested in a landline so that can be diteched

I understand but I'd strongly recommend keeping the same package to maximize the discounts we can apply on the new deal.️ I can see here that you are currently paying £ until 

Let me ask you some questions to make sure you are getting the best value for your money. 👌 "Can you confirm the reason for making changes/cancelling? •Price of package •Found a better deal •Something else" price of package & found a better deal & something else all 3 "No problem and do you have a budget in mind? 1. Up to £40 2. £40-£90 3. Unsure" Customer Sent at 18:55 Customer Sent at 18:55 J 18:55 Customer Sent at 18:55 Customer Sent at 18:56 Customer Sent at 18:56 Customer Sent at 18:56 Customer Sent at 18:56 Customer Sent at 18:57 Customer Sent at 18:57 J 18:58 Customer Sent at 18:59 1

i.e as little as possible Okay, so what is it you use your broadband for? For example social media 📲 , streaming 🖥, gaming 🕹 etc i dont have a 'budget' im not a government department skip this give me a price im interested in the 'BIG VOLT' bundle Im interested in the package I have now without landline the BIG VOLT BUNDLE, with an 02 SIM would suit my requirements just to keep clear thing up that do you want to keep the documentary on your next bundle that is wroth £7.00/ month?

Customer Sent at 18:59 Customer Sent at 19:00 Customer Sent at 19:00 Customer Sent at 19:01 Jn 19:01 J 19:02 Customer Sent at 19:03 Customer Sent at 19:04

????? why are you asking me this if I can keep it , great

sorry , I hate this process i do see that the doc channels might not be part of the BIG BOLT BUNDLRE IDEALLY , I would keep that too

Yes,  your are right however upon checking here that this is already in your package. That is why Im asking you about this. Thanks for waiting. You've mentioned you're looking to change. My recommendation would be M125 and weekend chatter. With over 100+ channels and catch up services and apps like BBC iPlayer and YouTube. Experience our newest Virgin TV 360 with super-clever Voice Search and Control and personal Profiles 📺 •You can connect via our superfast broadband with an average download speed of 264mbps and an average upload speed of 25mbps 📶 Best for busy households with 10+ devices" •Documentaries included Plus, you get to talk to y xxxx ☎ This would be £ per month on a new 18-month contract ,what do you think?

as this has taken maybe an hour so far, and lets say the Virgin media chief exec is on i dont know £150 per hour , im sure that could be thrown in does that include the 02 SIM ?

Customer Sent at 19:04 Jo19:05 J19:05 J 19:06 Customer Sent at 19:07 Customer Sent at 19:07 Customer Sent at 19:07 Customer Sent at 19:07 Customer Sent at 19:08 Customer Sent at 19:08 Customer Sent at 19:09 J 19:09

I would like price for the BIG VOLT BUNDLE , I want that price to be £37.99 really I understand you on this on this for however theo2 sim is not yet included. Your O2 sim will stay as is and if you would like to make amendments, kindly contact O2 through https://www.o2.co.uk/contactus. If you want we can remove the Documentaries this will be £/ month on a 18 month contract. What do you think? check this out

CustomerSent at17:19 I would potentially be interested in the BIG VOLT package if I could get it at the price I see advertised - £38 so i've actually been on this chat about 2hrs and neither you or the prior agent has given me a price for the BIG VOLT BUNDLE - AS specified for new customwea new cusstomers ...

seriously do you think that is acceptable ?

J 19:10 Customer Sent at 19:11 Customer Sent at 19:13 Jordan 19:14 Jordan 19:15 Customer Sent at 19:16 Customer Sent at 19:16 Customer Sent at 19:17 Jordan 19:18

Thank you for sharing this to me upon checking here that you are already enjoying the Volt benefits. that is why I'm upgrading you from M125 to volt 250. And the price I'm offering to you is £33.00 only. How would you like us to move forward? and what about an O2 SIM ?

I'd like to move forward by being provided with a price for me to have what is included in the BIG VOLT bundle as requested and described in detail in the 2 hrs spent on this chat Upon checking here you account has been under the Volt benefits and we cannot offer another sim to already volt customer.

If you wish to have another sim you can message the o2 for make an arrangement via https://www.o2.co.uk/contactus. As of now I can offer to you is double the speed of your internet from M125 to Volt 250. And I can offer that for £33.00 only or £40/ month Documentaries included. What do you think?

would you like me to quote Consumer Protection from Unfair Trading Regulations 2008 The Consumer Protection from Unfair Trading Regulations protects consumers from unfair or misleading trading practices and ban misleading omissions and aggressive sales tactics.

I'd like to move forward by being provided with a price for me to have what is included in the BIG VOLT bundle as requested and described in detail in the 2 hrs spent on this chat Im not misleading you I'm offiring you the Big Volt package for only £33.00. And we cannot offer a

Customer Sent at 19:18 Customer Sent at 19:18 J 19:18 Customer Sent at 19:19 Customer Sent at 19:19 Customer Sent at 19:19 J 19:19 Customer Sent at 19:19 J19:20 Customer Sent at 19:20 J 19:20

sim agaib for those who already have a volt benents like you. ? what do you mean a SIM again ? Yes upon checking here that you're account is already in the volt package. yes

i dont have a sim my current contract has ended with O2

That is why I can offer you the Big volt package with an upgraded sped of 250 without the sim.

so I intend to ditch my current O2 contract ?

Yes that is right since you already ended the o2 you Virgin media remain as it is. what

J19:21 Customer Sent at 19:21 Customer Sent at 19:21 Customer Sent at 19:21 Customer Sent at 19:22 Customer Sent at 19:22 J 19:22 Customer Sent at 19:22 J 19:23 Customer Sent at 19:23 Customer Sent at 19:23 i

f you would like to make amendments, kindly contact O2 through https://www.o2.co.uk/contactus. All we can do is process your Big Volt package for £33.00 / month that is with out the sim. What do you think?

sorry i dont understand I want the O2 SIM in the package you are talking nonsense to me ?

i dont understand

Thank you for sharing that to me, if you wish to have an o2 sim you can make an arrangement kindly contact O2 through https://www.o2.co.uk/contactus. how about my wife takes up the offer , she is with vodafone And we can only process the Big Volt today for £33.00 what do you think?

I think im going to make a formal complaint is what I think

Customer Sent at 19:24 Customer Sent at 19:24 Customer Sent at 19:25 J19:25 Customer Sent at 19:26 Customer Sent at 19:26 Customer Sent at 19:26 J19:26 J19:27

please explain I want a qoute for the BIG VOLT BUNDLE why can you now include the SIM ?

It would be an entirely new contract so your answers are not making sense to me

Thanks for waiting.

You've mentioned you're looking to change. My recommendation would be Big Volt Bundle. With over 100+ channels and catch up services and apps like BBC iPlayer and YouTube. Experience our newest Virgin TV 360 with super-clever Voice Search and Control and personal Profiles 📺 •You can connect via our superfast broadband with an average download speed of 264mbps and an average upload speed of 25mbps 📶 Best for busy households with 10+ devices" Plus, you get to talk to  xxx  ) ☎ This would be £ per month on a new 18-month contract ,what do you think?

im thinking your not actually a real person or doesnt understand english ?

Thank you for asking that I'm a retention agent.

J19:27 Customer Sent at 19:27 Customer Sent at 19:27 Customer Sent at 19:28 Customer Sent at 19:28 J 19:28 Customer Sent at 19:28 Jo19:29

And I already provide you a quote for big volt. How would you like us to move forward?

NO you havnt You very clearly have not Big Volt bundle 📷📷 264Mbps £37.99 a month * 📷 📷 📷 📷 📷 M125 M250 Fibre Broadband, Weekend chatter & 100+ TV channels + O2 sim and you have NOT explained why you cannot include the SIM

Thank you for asking that however I already told you earlier that we cannot offer you a sim again.

why is it "again"

Customer Sent at 19:30 Customer Sent at 19:31 Customer Sent at 19:31

Do you want the sim right? Are you saying if I had cancelled my current contract with O2 before talking to you , you WOULD have put the SIM in ? o2 price of £10 month , as per the bundle big volt info was here

Customer Sent at 19:31 J 19:32 Customer Sent at 19:32 J 19:32 Customer Sent at 19:33 Customer Sent at 19:34 Customer Sent at 19:34 Customer Sent at 19:35

Weekend chatter 📷 Unlimited weekend calls to UK landlines. See call plan details and charges O2 sim 📷 5GB 10GB data Epic 5G O2 Travel Inclusive Zon

his really isnt that hard Upon checking here that you have a o2 sim before. Is the contract is already done or cancelled?

2.5 hrs now