Re: What's the best time to get through to VM UK call centre?
 

When (date and time) did you ring them? I rang retentions two weeks ago at 9am and got UK.

Re: What's the best time to get through to VM UK call centre?
 

The UK team seems to have become a de facto 2nd line retentions team.
The last couple of times I've called and selected 'thinking of leaving' I've spoken to three different people on each call, with a structure something like the below:

1. > Usual CS who make an initial offer to stay which I reject, then transferred to:
2. > 1st line retentions (seems to be offshore) who make another offer I reject, then transferred to:
3. > 2nd line retentions in the UK who make a final offer before processing cancellation notice.

Re: What's the best time to get through to VM UK call centre?
 

I call about 1950 and usually get through to a UK call centre just before they close

Re: What's the best time to get through to VM UK call centre?
 

After Marks & Spenver closed our store, I decided to try buying some clothes via their website. I have had far too many problems to go into, but I was shocked to find that this once great company now uses an offshore call centre.

The nonsense and blatant lies have been jawropping. I am so disappointed that this once bastion of excellence customer service have reduced themselves to this.

After many decades i've decided to stop using them.

Re: What's the best time to get through to VM UK call centre?
 

2 questions:

What's this got to do with the best time to call Virgin Media?

Why have you packed in Marks & Spenser because of their terrible offshore call centre but still use Virgin Media despite spending years complaining about their offshore call centre at every possible opportunity? I genuinely don't understand why.

Re: What's the best time to get through to VM UK call centre?
 

9:53am is the sweet spot I find. They've had time to have a coffee and arent too hacked off yet.

Re: What's the best time to get through to VM UK call centre?
 

Thank you for the reply.

Which aspects of VM's customer service is still UK-based?

---------- Post added at 12:59 ---------- Previous post was at 12:58 ----------

Mid-morning iirc.

Re: What's the best time to get through to VM UK call centre?
 

Can be any of them. You call gets routed to whoever is available.

Re: What's the best time to get through to VM UK call centre?
 

And if you don't like who/ where you get , terminate the call and try another time. If you get someone with a Scottish accent its usually a good sign ;)

Re: What's the best time to get through to VM UK call centre?
 

That's exactly what I now do regarding retentions as most of my calls to VM are retention-related.