Virgin Media - a result (of sorts)

I'm posting this as a new thread so that as many as possible will see it - it is a follow up to the long running one started in January.

Those who followed that will have seen that a Head Office bod in effect suggested that I reproduce & relocate. However the local network manager, who I had spoken to before, was innocent of this and called me a few days later. He was adamant that it was his policy to make every effort to contact customers if an appointment was not going to be kept, and that HO was "simply wrong" in suggesting otherwise. He asked me for instances, and I emailed him some samples from the earlier thread.

I had a reply from him today:

"Firstly apologies for taking so long to get back to you but I wanted the team to be thorough with their findings before coming back to you. Sadly we have been unable to track the faults listed below due to the fact we need more detail from the account holders such as Work numbers, or Account references, which is extremely hard to do from the information given on the forum.

And I don't want any personal information to be place on the forum. Therefore I am willing to investigate any issues but would need the account holders to contact me directly, I have also included the Service manager on the email who has made the same commitment and more like it will be his team making the initial visit.

For added improvement can I suggest that you tell the forum, when raising faults with our service they ask for the Work Order Number which is the job reference, That myself or Tilhat Nazir will then be able to use find the engineers dealing with the issue and correct any unprofessional behaviour.

Also that your accounts has the right level of contact details on the system e.g. landline & mobile numbers , alternates numbers like a work number or even email addresses, so that reappointments can be made if we are unable attend for any reason, so that at least we have explored all avenues to try and reach you.

I can only apologies how you and many others have been treated and am keen to make a difference and put this right. Just to recap that I am Area Operations Manager responsible for the network, all services from the Street Cabinet to the Head End (exchange).

Tilhat Nazir Access Field Manager is responsible from the Street Cabinet to the home.

Regards

Alvin Graham

Area Operations Manager

London North"

email addresses are:

alvin.graham@virginmedia.co.uk

Tilhat.Nazir@virginmedia.co.uk

I think this personal comittment from the Area Managers is probably the best we are going to get.

In summary so that they can effectively deal with failures members should

1. Make sure that all contact details are on your account (they probably are not).

2. When arranging a service call obtain the Work Order Number.