Virgin Media - not fit for purpose
Discussion
Swapped over to Virgin Media earlier this year as the only way to get fibre optic broadband, and part of the package included mobile phone contract.
Fine, but recently making calls from the phone memory often (but not always) results often in 'number not recognised, please redial'. These things sometimes sort themselves out but after a few days of literally simply not being able to call some people, I called their helpline.
So far I've been on hold for an hour!
So, phone doesn't work, company uncontactable. Not fit for purpose.
Come back Vodafone, all is forgiven!
Fine, but recently making calls from the phone memory often (but not always) results often in 'number not recognised, please redial'. These things sometimes sort themselves out but after a few days of literally simply not being able to call some people, I called their helpline.
So far I've been on hold for an hour!
So, phone doesn't work, company uncontactable. Not fit for purpose.
Come back Vodafone, all is forgiven!
Ari said:
Swapped over to Virgin Media earlier this year as the only way to get fibre optic broadband, and part of the package included mobile phone contract.
Fine, but recently making calls from the phone memory often (but not always) results often in 'number not recognised, please redial'. These things sometimes sort themselves out but after a few days of literally simply not being able to call some people, I called their helpline.
So far I've been on hold for an hour!
So, phone doesn't work, company uncontactable. Not fit for purpose.
Come back Vodafone, all is forgiven!
So, just because you are having difficulty speaking to someone the whole company isn't fit for purpose?Fine, but recently making calls from the phone memory often (but not always) results often in 'number not recognised, please redial'. These things sometimes sort themselves out but after a few days of literally simply not being able to call some people, I called their helpline.
So far I've been on hold for an hour!
So, phone doesn't work, company uncontactable. Not fit for purpose.
Come back Vodafone, all is forgiven!
Most companies currently have less staff available to answer phones etc.
Have you tried going on the website and using "web chat"?
Drumroll said:
So, just because you are having difficulty speaking to someone the whole company isn't fit for purpose?
Correct. If it's not possible to make calls, and crucially it's not possible to resolve the issue, then plainly it's not fit for purpose by definition. It's unable to fulfil the purpose for which it exists.
Ari said:
Drumroll said:
So, just because you are having difficulty speaking to someone the whole company isn't fit for purpose?
Correct. If it's not possible to make calls, and crucially it's not possible to resolve the issue, then plainly it's not fit for purpose by definition. It's unable to fulfil the purpose for which it exists.
I've been trying to sort out a fridge that broke down on 29th April. Manufacturer sent out an engineer same day and wrote it off. Sorted out admin within a day and gave me code to exchange fridge under warranty with Curry's. Numerous phone calls, regularly holding for 2hrs to them speak to someone and then be cut off. Being told many different things all because we bought in store and not online.
Escalated to managers who never call back. Been an absolute nightmare.
Finally got someone who knew what they were doing and sorted out picking up old fridge within 15mins for next day. That was 2 weeks ago and still not got my refund ffs. Can't wait for 15th June when I got to store and have a detailed chat with the store manager.
Compare to AO.com who sorted out new fridge within 24hrs and when there was an issue on the bank Holiday weekend were there and even got an engineer to call back next day.
Now I've been with Virgin for a long time. Their internet for me is very good (I work from home) and any issues (mainly) are dealt with pretty quickly.
A lot of big companies are having real issues with Customer Service support and infrastructure due to lockdown atm. I can understand that.
I've found using Webchat for companies pretty good atm.
Well one advantage with the long wait today was that I managed to track down the issue on the Internet whilst I was waiting!
Turns out that dial assist was defaulting to the wrong country and setting the region to Belgium and back to the UK seems to have sorted it. Weird.
Anyway, even given the covid situation, ovver an hout on hold and then getting cut off is not on.
Turns out that dial assist was defaulting to the wrong country and setting the region to Belgium and back to the UK seems to have sorted it. Weird.
Anyway, even given the covid situation, ovver an hout on hold and then getting cut off is not on.
Ari said:
Drumroll said:
So, just because you are having difficulty speaking to someone the whole company isn't fit for purpose?
Correct. If it's not possible to make calls, and crucially it's not possible to resolve the issue, then plainly it's not fit for purpose by definition. It's unable to fulfil the purpose for which it exists.
I do think sometimes people pick up on some "buzz word" and then try to apply it to everything they can.
jodypress said:
Be thankful you're not dealing with Curry's. I'm 1hr on hold atm. That's nothing.
I've been trying to sort out a fridge that broke down on 29th April. Manufacturer sent out an engineer same day and wrote it off. Sorted out admin within a day and gave me code to exchange fridge under warranty with Curry's. Numerous phone calls, regularly holding for 2hrs to them speak to someone and then be cut off. Being told many different things all because we bought in store and not online.
Escalated to managers who never call back. Been an absolute nightmare.
Finally got someone who knew what they were doing and sorted out picking up old fridge within 15mins for next day. That was 2 weeks ago and still not got my refund ffs. Can't wait for 15th June when I got to store and have a detailed chat with the store manager.
Compare to AO.com who sorted out new fridge within 24hrs and when there was an issue on the bank Holiday weekend were there and even got an engineer to call back next day.
Now I've been with Virgin for a long time. Their internet for me is very good (I work from home) and any issues (mainly) are dealt with pretty quickly.
A lot of big companies are having real issues with Customer Service support and infrastructure due to lockdown atm. I can understand that.
I've found using Webchat for companies pretty good atm.
Off topic but took a month for currys to respond to me after delivering a broken tumble dryer. Numerous 2 hour calls on hold before being cut off and numerous emails and social media messages. Yet they had time to reply to all the negative trustpilot reviews!I've been trying to sort out a fridge that broke down on 29th April. Manufacturer sent out an engineer same day and wrote it off. Sorted out admin within a day and gave me code to exchange fridge under warranty with Curry's. Numerous phone calls, regularly holding for 2hrs to them speak to someone and then be cut off. Being told many different things all because we bought in store and not online.
Escalated to managers who never call back. Been an absolute nightmare.
Finally got someone who knew what they were doing and sorted out picking up old fridge within 15mins for next day. That was 2 weeks ago and still not got my refund ffs. Can't wait for 15th June when I got to store and have a detailed chat with the store manager.
Compare to AO.com who sorted out new fridge within 24hrs and when there was an issue on the bank Holiday weekend were there and even got an engineer to call back next day.
Now I've been with Virgin for a long time. Their internet for me is very good (I work from home) and any issues (mainly) are dealt with pretty quickly.
A lot of big companies are having real issues with Customer Service support and infrastructure due to lockdown atm. I can understand that.
I've found using Webchat for companies pretty good atm.
ecsrobin said:
Off topic but took a month for currys to respond to me after delivering a broken tumble dryer. Numerous 2 hour calls on hold before being cut off and numerous emails and social media messages. Yet they had time to reply to all the negative trustpilot reviews!
How much shorter do you think that one person could have made your wait for the phone to be answered?Gassing Station | Computers, Gadgets & Stuff | Top of Page | What's New | My Stuff