What's the best time to get through to VM UK call centre?
06-06-2022, 14:19
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#1
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Lurkalot
Join Date: Aug 2003
Location: Nr. Grimsby
Services: Virgin TV, Phone, mobile & BB. Netflix and Amazon.
Posts: 105
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What's the best time to get through to VM UK call centre?
Our current VM contract expires this month so I tried to call Retentions this afternoon. However, instead of getting through to the UK call centre, I got through to a foreign call centre. The lady I spoke to was doing her best to be polite and helpful but the line was very poor so I missed a lot of what she was saying. She was obviously working through a script and didn't want to go to the nitty gritty of seeing what deal could be arranged. I made my apologies and ended the call because I was missing about half of what she was trying to say.
Is there a best time of day to call Retentions to get through to the UK call centre? They have always been very helpful and bad lines are not a problem. They can usually sort out a deal straightaway without having to go through a script asking for my favourite channels etc., which is why I would rather speak to them.
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06-06-2022, 15:40
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#2
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,314
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Saul's Grandad
Our current VM contract expires this month so I tried to call Retentions this afternoon. However, instead of getting through to the UK call centre, I got through to a foreign call centre. The lady I spoke to was doing her best to be polite and helpful but the line was very poor so I missed a lot of what she was saying. She was obviously working through a script and didn't want to go to the nitty gritty of seeing what deal could be arranged. I made my apologies and ended the call because I was missing about half of what she was trying to say.
Is there a best time of day to call Retentions to get through to the UK call centre? They have always been very helpful and bad lines are not a problem. They can usually sort out a deal straightaway without having to go through a script asking for my favourite channels etc., which is why I would rather speak to them.
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Early, 9 am if possible. I've always got UK ringing at that time. In the afternoon it's a lottery. I also suspect you may have a better chance if you ring 150 from a VM landline (if you have one) rather than a mobile but that's just a hunch.
Last edited by daveeb; 06-06-2022 at 15:50.
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06-06-2022, 18:08
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#3
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Lurkalot
Join Date: Aug 2003
Location: Nr. Grimsby
Services: Virgin TV, Phone, mobile & BB. Netflix and Amazon.
Posts: 105
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by daveeb
Early, 9 am if possible. I've always got UK ringing at that time. In the afternoon it's a lottery. I also suspect you may have a better chance if you ring 150 from a VM landline (if you have one) rather than a mobile but that's just a hunch.
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Thanks Dave - much appreciated 👍
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08-06-2022, 14:21
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#4
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Lurkalot
Join Date: Aug 2003
Location: Nr. Grimsby
Services: Virgin TV, Phone, mobile & BB. Netflix and Amazon.
Posts: 105
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Re: What's the best time to get through to VM UK call centre?
I phoned this morning and got straight through to Retentions at a UK call centre. The lady i spoke to was extremely helpful and polite and managed to sort out great deal for me...essentially the same as we have now but with a slightly bigger discount (result!). She even arranged for someone to come out to fix our outside cable junction box, whose cover has been broken for months, which I tried and failed to sort out with VM back in the bad old lockdown days, when you couldn't speak to an actual person without waiting for hours.
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08-06-2022, 14:28
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#5
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,314
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Saul's Grandad
I phoned this morning and got straight through to Retentions at a UK call centre. The lady i spoke to was extremely helpful and polite and managed to sort out great deal for me...essentially the same as we have now but with a slightly bigger discount (result!). She even arranged for someone to come out to fix our outside cable junction box, whose cover has been broken for months, which I tried and failed to sort out with VM back in the bad old lockdown days, when you couldn't speak to an actual person without waiting for hours.
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Glad it's sorted. The early bird etc....
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09-08-2022, 16:15
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#6
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cf.mega poster
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 1,152
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Re: What's the best time to get through to VM UK call centre?
Which aspects of VM's customer service are offshored and which are based in the UK?
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09-08-2022, 20:43
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#7
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,314
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
Which aspects of VM's customer service are offshored and which are based in the UK?
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Purely in my experience all of it is offshore apart from retentions who are often (but not always as mentioned above) in the UK.
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10-08-2022, 16:24
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#8
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cf.mega poster
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 1,152
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Re: What's the best time to get through to VM UK call centre?
thank you for the reply.
Anyone care to hazard a guess as to why almost all of their customer service is offshored?
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10-08-2022, 17:51
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#9
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Sad Doig Fan!
Join Date: Aug 2007
Location: Barry South Wales
Age: 68
Services: With VM for BB 250Mb service.(Deal)
Posts: 11,666
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
thank you for the reply.
Anyone care to hazard a guess as to why almost all of their customer service is offshored?
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No need to guess, its cheaper. Offshore is an overflow for UK based. UK based is small.
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20-09-2022, 16:43
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#10
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cf.mega poster
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 1,152
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Re: What's the best time to get through to VM UK call centre?
If overseas and outsourced call centres are used as an overflow, I am curious as to why, if correct, that only retentions is UK-based.
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20-09-2022, 19:22
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#11
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Woke and proud !
Join Date: Jun 2004
Services: TV, Phone, BB, a wife
Posts: 9,152
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
If overseas and outsourced call centres are used as an overflow, I am curious as to why, if correct, that only retentions is UK-based.
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Because VM aren't interested in decent customer service, unless there's a risk of losing custom.
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28-09-2022, 16:50
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#12
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cf.mega poster
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 1,152
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Re: What's the best time to get through to VM UK call centre?
even retentions now seems to be at least partly outsourced and offshored.
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28-09-2022, 21:30
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#13
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,314
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
even retentions now seems to be at least partly outsourced and offshored.
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Just ring early (9 a.m) and you should be fine.
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06-04-2023, 11:19
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#14
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cf.mega poster
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 1,152
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Re: What's the best time to get through to VM UK call centre?
It now seems that retentions has now been offshored. Are there any parts of the VM customer service operations that are still based in the UK?
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06-04-2023, 11:46
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#15
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cf.mega poster
Join Date: Jun 2003
Posts: 8,907
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
Are there any parts of the VM customer service operations that are still based in the UK?
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Yes
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